Consumer complaint received 2021-06-29
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Date : TO WHOM IT MAY CONCERN.

I am ______ and Victims of financial Fraud happened by Chase XXXX XXXX ( XXXX XXXX ). 

On the day of XX/XX/XXXX Thursday at or around XXXXXXXX XXXX ( XXXXXXXX XXXX in my phone ) I received the 2 text as such from # XXXX Chase XXXX, Chase XXXX ( R ) with XXXX ( R ) : You added or edited XXXX XXXXXXXX as recipient. Questions? Call 1-XXXX. Reply STOP to stop msgs. 
And Chase XXXX ( R ) with XXXX ( R ) : You added or edited XXXX XXXX as recipient. Questions? Call XXXX. Reply STOP to stop msgs. 

As soon as I received these massages, I locked into online Chase banking web site which initially unable to lock in, for used Chase mobile app. Where I found below transactions, XXXX XXXX JPM??? {$4700.00} ( this transaction was not available in later document. ) XXXX XXXX JPM XXXX XXXX {$4700.00} First transaction was rejected by Chase XXXX but second transaction was in pending in my account. 

I was waiting for more than 45 minutes to reach the chase fraud department and I explained this payment is not made by me and request to cancel the payment, but One of the associates confirmed the transaction and advised to submit claim to reimburse the payment which I didnt authorize. I did as her instruction, and she also stated likely due to email breach and she helped me changed email password, Chase user name and password to protect the identity. I was also told to check my online device and mobile device for security. ( I reported Chase Bank within 15 minutes of the incident and stated this transaction was not made by me, clearly asked to cancel the pending transfer. ) I saw the money was delivered after I have conversation with this associate. 


I called XXXX to check my internet security and told it is secure. ( please see the XXXX system check result. ) I also called the XXXX XXXX XXXX, my mobile services provider. See XXXX XXXX XXXX explanation on # XXXX text massage on XXXXXXXX XXXX 
I also contacted the XXXX support team and case # XXXX was opened and stated there is no security breach on my XXXX account was noticed. 
I also went to local prescient # XXXX on XX/XX/2021 Wednesday and reported the incident. 
( police report # XXXX ) Detective XXXX XXXX is investigating my case. ( please see her email date as XX/XX/2021. ) I would like to report this incident to you for Chase financial institution failure to protect, safe guard from fraudulent transaction of consumer deposit money despite institution blames on transaction was made through mobile phone which is secured as per the XXXX XXXX XXXX and XXXX XXXX. 
Chase financial institution 1 ) Rejected the first transaction made by XXXX XXXXXXXX but failure to reject the second transaction made by XXXX XXXX ( these transaction happen within second ) 2 ) Allowed Large amount of {$4700.00} without proper verification with account holder.

3 ) chase quick pay text notification failure to mention the transferred amount.

4 ) Account holder called Chase customer service and went local branch for fraud report but failure to take any action on time. ( within 15 minutes to customer services and within hours to local branch ) 5 ) Chase institution blame security breach on customer mobile device which was investigated by service provider and there is no security breach or activity. XXXX XXXX XXXX and XXXX XXXX will comply with any law enforcement division want their security information regarding my phone number activity. 
6 ) Chase claim department claimed my phone was used to transfer the money which is contrary to chase bank devices track record. ( please see Track which devices accessed your account list altogether 4 pages for my computer and XXXX record )

Company response to consumer: Closed with explanation