Consumer complaint received 2022-04-13
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/2022 I came home from work around XXXX XXXX. I go on my phone and realize my service was off. I try to turn it off and on to get the service back on & it still wasnt working. About 20 mins went by & I couldnt get my service back. So I go to XXXX XXXX, they tell me someone under my account has transferred my phone number ( XXXX ) XXXX onto another device. I let the XXXX XXXX associate know that it wasnt me or anyone under the account. Associate said that I would have to call XXXX customer service to get my phone number back because there was a fee I would have to pay if I wouldve had the associate give me my number back at the storefront. 
Once I call customer service, I let them know that it wasnt me or anyone under the account that made that transition with my phone number. They let me know that someone indeed transferred my phone number onto another device & they helped me get my number back onto my device. So once I got my phone back on; some time went by & I went on my XXXX XXXX and noticed some of my funds was spent without my consent. I dont remember the exact funds that was spent but it was like $ XXXX {$300.00} spent on my account when I first checked it. So I call Chase & file a claim & literally as I was on the phone with a Chase specialist I check my XXXX XXXX and a few more hundred was gone from my account. As I was on the phone with a Chase Associate, I even let the associate know that their spending my money as we speak when we were on the phone together. I dont remember the exact words the associate was saying to me but he was basically just letting me know that Chase will reimburse me & that the funds was spent through a digital wallet or online but not to worry that theyll do their investigation. So thats exactly what I did once they reimbursed me. 

Fast forward to XX/XX/XXXX, Chase reversed the Claim & took those same funds back out my account without notifying me or anything. I call Chase back & the associate just let me know that they believe it was me that used the funds because it was all spent under my phone number and that I would have to provide proof or evidence backing up my claim. I was literally on the phone with a Chase Specialist as the fraud was happening and XXXX does have records proving that my service was transferred onto another device the day the fraud happened on XX/XX/2022. But those records are not allowed to the public so I couldnt obtain the official documents. The clerk at one of the XXXX stores was kind enough to copy and paste the information for me & thats what I faxed over to Chase hoping they reopen my claim investigation. 
A few more business days go by I give chase a call for a follow up & they tell me that I would have to give one of the Merchants that was used in the fraud transactions a call. So I call XXXX, I talked with XXXX from XXXX XXXX XXXX Specialist he did indeed confirm that those transactions are unauthorized, meaning those transactions were not made by me or anyone under my consent. He gives me a Reference Number to give to my bank so that XXXX & Chase can communicate and let Chase know that the transactions are fraudulent.

Once I call Chase back their telling me that once the investigation team denies the reinvestigation, it is out of their hands. Ive been very cooperative with Chase & the way theyve been dealing with my claim has been very inconvenient.

Company response to consumer: Closed with explanation