Consumer complaint received 2023-01-04
Company: JPMORGAN CHASE & CO.
State: IL
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:
A gentleman on XX/XX/XXXX contacted my husband. This gentleman was pretending to be somebody from chase bank. Ask my husband if he made a purchase and XXXX  at a XXXX XXXX for over {$XXXX}. Prior to the call he received a text message asking if he authorizes this charge. And he said no the gentleman knew all of my husbands information such as address, phone number the last XXXX of his debit card. my husband has never dealt with fraud before, so not knowing what information to give out or not. When the gentleman asked for his pin number to confirm it to send out a new card my husband did. Shortly after I looked at our checking account, not feeling 100 % about the conversation with this gentleman. And noticed charges at a XXXX and a XXXX  gas station were starting to come out of our account. my husband did not receive XXXX single text message regarding these charges to authorize them. I dont know if this gentleman hacked into my husbands phone as he also hacked into our account to get our address and his last XXXX digits of his debit card. We contacted Chase immediately after being on hold with them for almost XXXX minutes. We finally spoke with a lady who was upset that Chase did not lock our account sooner. as now the charges were racked up over {$XXXX}. We explain to the lady what happened and she said that a temporary refund would be put on the account. When we did not receive the refund XXXX days later, I had called and the lady expedited it to get the refund right away since it was a couple days prior to XXXX and we had no money. we then received a letter on XXXX day saying that the funds were going to be withdrawn from my account because it was found that we authorized these transactions. We made a police report as well. I contacted Chase again gave him the police report number to contact them. We also contacted XXXX the day of the incident on XX/XX/XXXX and they did confirm a XXXX  came into their store and bought items totaling over XXXX}. And he used XXXX XXXX. Since he had my husbands pin number, he was able to do this. He also went to the gas station and made a few purchases there as well. As of today XX/XX/XXXX Chase bank took out all of the money that they refunded us. my husband contacted them and they said they found that we authorized the transactions because they sent us a text message and my husband replied yes. We not once received a text message from Chase. We received a fake test text message from the gentleman that called us to authorize the XXXX XXXX purchase. And when we put no to the response we got a message saying your fraud has expired. 
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Company response to consumer: Closed with explanation