Consumer complaint received 2020-09-04
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I have recently submitted a fraud claim on XX/XX/XXXX ( date of incident ) to Chase Bank and have been awaiting their decision. On day 10 ( XX/XX/XXXX ), I reached out via phone to your fraud department where they indicated that on their investigation they could neither prove nor disprove fraudulent charges as the device used was on a XXXX of my possession. I have contacted your offices today ( XX/XX/XXXX ) as well as reached out to the local Chase bank off of XXXX XXXX XXXX in XXXX XXXX, TX. I will made a final attempt for your offices to reopen this case to consider the transactions of that time ( XX/XX/XXXX ) to assist in your final investigation. In addition, I have filed a fraud claim thru the local Sheriffs office ( case # XXXX ). Detective XXXX has taken a statement from my wife and I. 
In summary : On XX/XX/XXXX, my wife made a call to what she believed was XXXX ( as she called them before ). The number that was called was XXXX and spoke to a XXXX XXXX. This call happened around XXXX am on XX/XX/XXXX. While I was at work I noticed that a XXXX transaction was taken from our account of amount XXXX $ to a XXXX XXXX. I found this odd as we have never used XXXX and never heard of a XXXX XXXX. I texted my wife who stated she was talking to XXXX to have 4 past item charges refunded ( around XXXX $ total ). As I remained on my mobile device, I noticed that a transfer of {$1100.00} from my savings account to my checking was made and immediately made into a XXXX XXXX payment to XXXX XXXX. I then concluded that this was fraudulent activity and attempted to call Chase. However, due to current COVID complications, I was on hold for over 40 minutes. During this time, another {$600.00} was transitioned from my savings to my checking and a third XXXX Pay XXXX payment to XXXX XXXX was made. Total of {$1900.00} was made on three separate transactions. At this time I figured that my account would be depleted if I did not act fast. I was able to transfer any residual savings and checking to my daughters college account thru Chase ( over {$6100.00} ). Luckily this stopped all attempts to further drain my account. I was able to immediately drive to the local bank where I was able to cancel my checking and saving account. I also canceled my debit card and my wifes debit card. 
At no time did my wife authorize these XXXX transactions. The person stating they were from XXXX was called XXXX XXXX at XXXX extension XXXX. He even called my wife back the following day ( her phone number is XXXX ) and attempted to explain he was trying to get her money back if she went to the local XXXX and get a security card. Obviously, this is fraudulent activity and phone records can support this activity. 
What I am asking XXXX to provide is a more thorough evaluation of these fraudulent transactions. This would include the following : No previous use of XXXX and we have never used or heard of any XXXX account prior to XX/XX/XXXX Three immediate separate XXXX transactions to the same XXXX XXXX ; whom we never heard before Inability to contact Chase to stop fraudulent activity due to COVID restrictions and long wait times ( over 40 minutes from my phone XXXX ) Never receiving text notifications to confirm transactions as valid. 
I have been a loyal customer with Chase for many years. I have had similar fraudulent issues with other banks who readily compensated my account without hesitation. 
I have also checked with XXXX XXXX accounts and XXXX  to ensure my security. 
I would expect that aside Chase would look a little deeper into the history of our accounts and transactions and make the right determination of legit fraud.

Company response to consumer: Closed with explanation