Consumer complaint received 2021-11-02
Company: JPMORGAN CHASE & CO.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Someone called XXXX and had my sim card swapped to their phone at XXXX XXXX on XX/XX/21. 
o This has been confirmed by XXXX They used it to bypass 2 factor authentication to gain access to my chase bank account by having the password reset code texted to the phone number I no longer had access to and o Once they had access to my back account they transferred money from my checking and savings account by pretending to be me.

They transferred money ( {$5000.00} ) from my savings and ( {$9000.00} ) from my checking account through a wire transfer. 
o Chase called the number to confirm, I was not the one who they called as my phone was no longer working I was able to gain access to my cell phone by getting a new sim card at XXXX XXXX. I called Chase as soon as I noticed the money was missing and was told by XXXX that the money was still pending, I requested a stop be put on the transfer, by the time I was transferred to XXXX, I was informed that the money was gone. 
I have opened a fraud charge with Chase and am working with XXXX to get proof of the sim swap ( They have verbally verified that the sim cards were changed without authorization but don't have a process for providing proof ). 

Timeline : XX/XX/21 XXXX XXXX : sim card swap request was completed through XXXX. I lost signal at this point. 
( {$5000.00} ) from my savings and ( {$9000.00} ) from my checking account through a wire transfer from Chase XXXX XXXX : I went to XXXX as I had not had service for 5 hours. I got a new sim card and service was restored at XXXX XXXX. 
XX/XX/21 XXXX XXXX : Noticed the transfers on my account because my card was declined when I tried to get gas XXXX XXXX : I called chase and drove to the Chase branch at XXXX. I was told to call XXXX Fraud department to begin the process. 
XXXX XXXX : I spoke with XXXX who informed me that the transfer was still pending, and that in order for the transfer to be completed someone would have to go to a Chase bank with my drivers license. 
Spoke with XXXX who told me the transfer was complete Was told that they called and did a voice verification She would send me the fraud packet and would place my account under review XXXX XXXX : filed a police report with Office XXXX # XXXX : XXXX XXXX XXXX : Called XXXX and spoke with XXXX who verified that There was a request at XXXX XXXX to switch my sim card There was a request at XXXX XXXX to switch my sim card again ( I initiated this switch at the XXXX store in XXXX XXXX ) XXXX will be escalating in order to provide me confirmation of the sim card switches by Monday XX/XX/21 Filed Reports and numbers : Police Report : XXXX Report Fraud.gov : XXXX Attorney General : XXXX XXXX : Pending Report from XXXX CFPB XXXX Credit Freeze and XXXX Reports File : XXXX XXXX XXXX XXXX XXXXI notified XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX to advise about the fraud through Chase Bank. 
XXXX XXXX out an Identity Theft Affidavit with the Office of the Attorney General XXXX XXXX XXXX XXXX-sent email to XXXX XXXX at the Chase Bank branch in XXXX , IL to get an update on the investigation XXXX XXXX-I received a call from XXXX XXXX a representative from XXXX  XXXX She stated that XXXX can provide a letter to describe what had happened with my sim card, that allowed the scammers to hack into my phone and log into my bank account through Chase. The scammers were even able to call Chase ON A RECORDED LINE in personating me and told Chase that they forgot the password used to log into my accounts. Chase had sent a code to verify to what they thought was me, but the scammers hacked my phone to pretend that it was me, verified ON A RECORDED line that it was me and hacked into my account. They managed to wire transfer {$14000.00} with out my consent. 
XXXX XXXX- received a call from Bank representative XXXX XXXX this morning @ XXXX updated me that the bank knows which bank my money was wired too ( without my authorization. Chase is waiting for that Bank to send the money bank. In order to get my money back and I was told it could take up to 90days. 
XXXX XXXX-Filed a compliant with Consumer Financial Protection Bureau .

Company response to consumer: Closed with monetary relief