Consumer complaint received 2019-02-22
Company: JPMORGAN CHASE & CO.
State: KY
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/XXXX I had my wallet, cell phone, and everything I had on me stolen in XXXX XXXX, LA. The thief was able to get into my phone and access my mobile banking app. Within the app the thief was able to access all funds in my Chase checking and savings account. I had roughly {$8500.00} in the account. The person who had my wallet was then able to spend all the money in my bank account. The next day I went to Chase, changed accounts, passwords, pin number, etc and submitted a claim to the Chase Claims Department with the help of a Chase branch representative. A few days later the funds were returned to me.

About a week later I received mail from Chase stating they were reversing all of the funds in my account. The reasoning for this was that there were no incorrect pin attempts and a lifted travel restriction for the purchases made XX/XX/XXXX. 

After talking with the claims department they stated that I needed to submit supporting information that I was the one that did not make these charges. They said a police report and a note from work saying I was in a different state at the time would be good supporting documents. 

Being in Kentucky, I had to wait a few weeks for the police report from the XXXX XXXX police department. Factor in the winter holidays and it took almost a month before finally receiving it. In the meantime I had checked chase.com and noticed three unauthorized Chase Mobile App log ins from my stolen cell phone. After talking to a Chase employee, I was able to confirm that the day my cell phone was stolen there was a mobile app log in where my travel restriction was lifted ( reasoning for denying the claim ). I then went through my cell phone carrier and got a call log from the same day the phone was stolen. On XX/XX/XXXX there were 8 phone calls from my stolen cell phone to the chase fraud department totaling 56 minutes. This is 56 minutes where the thief was able to impersonate me to employees of the chase fraud department. I believe the thief was able to access my social security number through my cell phone and with access to my mobile app and debt card, was able to trick the chase employees to thinking he was me and changing my pin number. All fraud on my account was committed after these phone calls had been made. 

I was finally able to get the signed police report from the XXXX XXXX Police Department and submitted my supporting information. This consisted of the police report, note from work confirming I was in a different state, a print out of unauthorized mobile app log ins from chase.com accessed on a stolen phone, and a call log of unauthorized phone calls to the chase fraud team on a stolen phone. 

I submitted this information on XX/XX/XXXX, three days later, two of my three claims were approved and my account was credited the funds. These two claims were worth approximately {$8000.00} combined. I did not hear back from the third claim for a few days and decided to reach out to the Chase Claims Department. They stated that the third claim, worth about {$500.00}, was not linked with the other two claims and I needed to submit my supporting documents again. I returned to my local Chase branch and submitted the same exact supporting documentation for the third claim. About 10 days later I received mail from Chase saying my third claim was denied. Confused, I called the Chase Claims Department and asked why. They stated the same reasoning for the original denial, no incorrect pin attempts and the lifted travel restriction. I am confused on how two claims ( worth {$8000.00} ) can be approved but a third smaller claim can be denied with the same exact information. The employee from Chase then told me that the claim was officially closed and could not be reopened without a subpoena from the XXXX XXXX Police Department. I was also told that I am not able to see what happened during those 8 phone calls without the same subpoena.

I have been getting daily phone calls since from the Chase collections agency stating that if I do not pay the - {$500.00} in my account that it will go against my credit.

I believe Chase is withholding money from me and not taking proper investigation into their fraud situations. They are not there to help the customer.

Company response to consumer: Closed with monetary relief