Consumer complaint received 2018-06-26
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I was a victim to bank and telecommunication fraud at XXXX XXXX. Once I discovered the fraud I went to Chase in XXXX, TX to open a bank account. I informed banker of the fraud at XXXX XXXX and I asked if there where any additional steps that I could take to protect my account from the cyber crimes happening with Chase. He set the account up on his computer and would then have me fill in the questions with his keyboard and select account passwords while sitting at his desk. I was concerned that he may have selected remember password option for this computer since he was the one navigating through the process on his computer because I could not see what options he was selecting. He would only turn the screen around when he needed me to type in the answers. After the account was opened and I made a cash deposit he told me to download the chase app on my phone. He also said he was running a credit report on me while opening my account. When he did this he added my work number at XXXX 's XXXX as a secondary number on credit app which made the telephone number appear to be a personal number on application. Due to my prior situations with being a victim to technology companies I asked if he could remove that number the credit application so to prevent confusions that could lead to possible cyber crimes in the future. He said the credit app was already run but he would make sure it wasn't reflected as a personal number on my bank account. When I asked for a copy of the credit report he said the bank does not provide the consumer with a copy of it. I said by law I had the right to review the credit report pulled and if bank does not offer it at the branch location there is an address that they are required by law to provide me to me to request the report. He kept telling me there was no address but for me to sign up for Chase credit reports and monitoring to review my credit report there. I told him there is a difference from a soft pull and a bank hard pull. I needed the hard pull that he just ran. He kept denying that there was an address for me to request the report. Within a few days I started noticing signs of my account being tampered with and decided to close my account on XX/XX/XXXX with the banker that opened my account. He withdrew my money from account and asked if there was anything else that he could assist me with. I asked for proof that my account was closed and he said the account was still pending close and he didn't have a document to provide with the status showing closed. He had his branch manager come in and he showed her something on the account from his computer and he said he wasn't able to remove it. She said for him to just type a letter that the account was closed. But I could come back in on Monday for the closed status document. I also requested the online bank account be closed and he said it was. However, a week later I was able to log into the online banking portal and it still showed my debit card and account number as active. I called the online banking department to report this and the online banker told me the account was closed to include the online banking access now. And I was told over the phone there was no activity on the account. Due to the previous bank and online fraud this is a concern to me. Additionally, I also received noticed of someone operating out of an account in my name at Chase in XXXX. This account was reported purged from the system. I was not the one operating out of this account and nor have I been made aware of any of the account activities.

Company response to consumer: Closed with explanation