Consumer complaint received 2021-02-26
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2021 I received a call from a number claiming to be a Chase fraud team representative and that there was an unauthorized transaction from my checking account. Since I had recently dealt with three of my credit cards one being through Chase - Amazon XXXX credit card, and the other two from XXXX  and XXXX XXXX  this just seemed like another instance from the same person or people from before since all of the fraudulent charges were coming from Amazon. 

As the call went on, the person I was speaking to asked for my full debit card number so they could send me a code to access my account. What I didnt realize at the time was that this was a phone scam and they were gaining access to my checking account to transfer money out and steal it. The number they called in on was a legitimate Chase number, but they were not employees of Chase and had spoofed the number. They also spoofed the number they sent the two factor authentication codes on to make it seem like it was coming from Chase. 

It wasnt until I was put on a hold while the individual I was speaking to spoke to their manager that I realized what had happened and I was locked out of my Chase online banking account. I quickly reset my password and username and got access to my account only to find that they had already transferred out {$2000.00} from my checking account. They used the XXXX with XXXX feature and added the scammers information an email address of XXXX and had set the name of the recipient to Chase to look legitimate. 

I immediately called Chase customer claims to initiate a fraud dispute claim and proceeded to close out my current checking and savings accounts with them as they had been compromised. I had to initiate the claim over the phone since the branch did not offer this option. However, the branch did close out my accounts and replaced my debit card. I also filed a police report with the XXXX Police Department, and filed an Identity Theft report as I was instructed to do by their Fraud Prevention team. Additionally, I placed a fraud alert on all of my credit reports due to severity and pattern of recent unauthorized activity. 

I only received an initial claim letter by email from Chase about this claim. I had to call them for almost 2 weeks just to get any type of status update on the claim itself, if they needed additional info from me, when I was going to receive my stolen money back, etc. I was finally awarded a provisional credit on XX/XX/2021 for my stolen money as they were investigating my claim. They told me this can take up to a full month or more to complete and I would hear from them if they needed any additional documentation. 

I didnt hear anything else from Chase about this claim until XX/XX/2021 where they again only sent a PDF letter via email with an update. The update was that they for some reason concluded that this was not fraudulent and that they are planning to reverse the credit they issued for my stolen money. When I called and spoke to a claims representative, they told me it was denied because the device history did not show unauthorized activity. This makes absolutely ZERO sense because upon viewing my device access history you can blatantly see a completely different, unknown browser, with an IP address location outside of the state. I do not use a VPN, so this is the only device on the account that is not normal or recognized. I have included a screenshot of my device history that shows this unauthorized login on the day that my money was stolen. 

I am requesting a copy of my police report and sending over my identity theft report to Chase as I have to appeal this by XX/XX/2021 or the claim will be denied and my money reversed. The fact that I have to appeal something that is so clearly fraudulent is beyond me. I was hardly informed throughout this entire process and even with proof of unauthorized/fraudulent activity, they still insist that this is something I authorized. I was clearly a victim of a phone scam, with THEIR number being spoofed and unlawfully used no less, and this is how they handle the situation. I will not stopped until this is made right.

Company response to consumer: Closed with monetary relief