Consumer complaint received 2020-03-30
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On Thursday, XX/XX/XXXX there was an attempted hack on our Chase accounts. The attempt was unsuccessful but my wife 's account got locked. A summary of the issue was we received a text message asking about a fraudulent charge and when we responded " No '' when asked if we knew the charge, we received a call from the exact number on the back of our Chase card ... .but it wasn't Chase. Hackers spoofed the Chase number. We were told by Chase to call the bank if this ever happens again since incoming calls can not be diverted and this was a known issue that they could not control ( hold this thought for below ). This same person told us that she spoke with another Chase client that was on the phone with the fraudsters for 3 hours the day before. On this call she said my wife had to go to a Chase branch the next day to get her account access back. Later that night we wanted to freeze our accounts. We stayed on hold for 1 hour and 40 minutes. A representative got on, helped us for an hour, then disconnected us. I then called the number on the back of our card for Chase Private Client. The message said they were closed but " If you received a text message regarding a fraudulent charge, PLEASE RESPOND. '' So Chase it helping the fraudsters commit the fraud and they are too disorganized to know it. I believe they should have legal liability for this since they know of an issue and yet tell clients to do something they know is wrong. We went to bed as it was after XXXX XXXX. 

Friday, XXXX XXXX, my wife went to the branch. Three people helping, managers, etc ... and they could not get her access to our money. They sent an inter-office e-mail and said they would get back to us. Nobody ever called. Saturday, XX/XX/XXXX she called the branch and still no answer. She was told to call back on Monday. Monday, XX/XX/XXXX she called and was told there was nothing they could do. The suggested she try to access her account again, and if it did not work, to call the number on the back of her card. 

It is still Monday XX/XX/XXXX - My wife tried to access her account as instructed and it failed, but she received a number to call. She called that number and when she spoke with a representative, she was told she had to speak with loss prevention and was transferred. After being on hold for an hour, the line rang and said " I'm sorry your call can not be completed '' and disconnected her. We then called Chase Private Client number on the back of our card. An hour later we got XXXX who explained there was nothing she could do and we had to speak with loss prevention and transferred us. On hold for 2 hours and 10 minutes, we then got a ringing on the other end of the phone, then we got a message that said wait time was less than 10 minutes and it was the customer service number we originally started at. 3 hours into the call it disconnected and I am writing this complaint. 

It has been 4 days and my wife does not have access to our accounts. I understand there is a global pandemic going on, but access to accounts at the largest bank in the country should not be compromised. As I write this, I have no where to turn and my wife still has no access to her account. I can go on further about the issues I am seeing with JP Morgan Chase from a business perspective, but I will say this firm should have their BCP thoroughly reviewed by regulators as it is not working.

Company response to consumer: Closed with explanation