Consumer complaint received 2021-08-14
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Chase, you are vastly out of compliance and we have been awaiting the following so we can make our payments on our Southwest Visa ( Opened XXXX ) and our Marriott XXXX ( opened XXXX ). 

These are the fact of the case so we are level set : 1. We are Victims of Identity Theft ( This has been acknowledged and proven ) This started all course of events to take place 2. We are Victims of Account Takeover. This has been proven at least two times, along with other devices being added to our accounts. At very least, it is proven that on XX/XX/XXXX that a fraudster, someone other than myself and my family, changed my long-standing email and phone number. On XX/XX/XXXX, after thinking about the additional fraud and bounced ACH payments I had the Chase online team walk me through the entire online site and while reviewing we found this fraudulent email and phone number that I had removed immediately. Note, prior to this I had my online access removed for a time ( I asked for this ) in an attempt to frustrate the fraudsters. This worked to a certain degree but I also needed access eventually to my online banking and had it turned back on. 
3. On XX/XX/XXXX, as stated above, I noticed with the rep who was going page by page with me, that the aforementioned email address and phone numbers had been changed, which we quickly rectified. Also, it was noted that on XX/XX/XXXX this took place and I let the Executive resolution team, notably XXXX, know this. I asked that she get this information from the banking platform which also displays my card info. She told me that she could not or would not do that, I cant recall, so I made those calls myself and obtained the time periods and records. This has been notified to XXXX XXXX XXXX via secured messaging that we have recently begun using to converse or for me to supply additional details as Chase has asked 4. XXXX XXXX also asked for me to complete two more assignments for her ; 1. Provide a letter from my cell carrier XXXX ( now XXXX ) from the beginning o XXXX to the present date of said letter. I did this and sent her this letter showing malicious activity on my mobile phone during all of the time frames in question. I also, called XXXX, knowing I would get little information, but also shared the same with XXXX XXXX. In addition, XXXX mentioned that if the fraudsters took over my accounts at chase ( online account access ), had what I will call spoofed my cell phone, then they could also have taken over my XXXX account as well. This means they could read emails prior to myself reading them and then delete them permanently without me even knowing they were logged into my email. This being a particularly good point, I created a new email and assigned it to my Chase online account moving forward. You will see that information Chase if/when you access my profile. 
5. On XX/XX/XXXX, I was also monitoring my account and noticed a very strange XXXX transaction. Though my daughter will be paid from a Trust it just didnt look right so I called chase. I asked why they payment was on hold and I was told that it was on hold because it was showing that I had made this online deposit by e-check. I advised that I had done no such thing and then, now knowing how to access this, checked to see if anyone had changed my email address or phone number. Wouldnt you know it, my old email address had been changed to XXXX. This was another account take over and obviously the fraudsters had something cooking. I asked that this {$5200.00} check be sent back to the maker and removed from my account, being assured that would happen within 24 hours. However, this {$5200.00} check was not removed and I have been told that my account will remain locked until the check bounces ( will not be assessed a fee ) until XX/XX/XXXX. THIS IS NOT ACCEPTABLE! This is FRAUD and ACCOUNT TAKEOVER. Chase is required to return this fraudulent instrument and make my account available to me. This BTW is when I officially changed my email address, leaving my phone number since it had remained correct and static. 

Chase you are in violation of the FCBA, for one and I could go into the FCRA and Credit Card Act as well to show Chase is in violation there as well. Here are the reasons for your violations which are illegal in nature and step on my rights as a consumer directly!

1. Chase must only report the balances and payments of a fraudulently disputed account ( s ) to the credit bureau prior to all fraud taking place. This has not taken place ; you are in violation and are now considered against regulatory law that is hurting me as a consumer. This needs to be cleaned up and payments need to be shown as agreed since they have been all along.

2. Chase is to supply me with, and I am required to make payments on, only the non-fraudulent balance and payments prior to the fraud. I have asked 100s of times for this with absolutely NO RESPONSE from Chase. This is to be remedied immediately.

3. Chase has reported the account closed by creditor yet I am the one who alerted them to all fraud, including ACH bounced payments. This is illegal and goes against the FCBA and my rights as a con
sumer. If you chose to place a statement of under fraud investigation that is find but any negative connotation is against my consumer rights. This must be reflected on my credit reports ( all three ) immediately.

Actions of myself and my family : 1. If the above takes place, we will make the minimum payments and keep our credit strong with Chase as I think we can come to a resolution that is right for all. Reinstalling my good name and 20 years of good credit with Chase will be a start and re-opening these accounts should be the next step. We WILL NOT pay on fraud. If you do not remove these we will move to the next step.

2. If Chase does not manage this, I will file for bankruptcy, and have all debts herein waived. I have already made agreements with all of my other creditors that are collaborating with us and they are willing to speak to my stature with them
and their companies in a court setting. I will reaffirm with all creditors that understand whats gone on at the meeting of creditors 341 meeting. Yes, I am also a bankruptcy expert and a witness on all types of financial crimes. This one just happens to be against me and my family and now I will t
reat myself to the knowledge I have. In addition, after the BK is discharged, I will sue all creditors who did not act within the law for : a. Not following consumer protections regulations b. And, I have already contacted the Press that is ready to take this to local and then then National level.

Chase you are NOT being threatened. These Fraudsters and now yourselves have threatened myself and my family. Also, through your inaction, you have allowed Account Takeover to continue which also leads me to believe that this is at least partly an inside job! You have many documents that are floating around Chase that you cant account for, yet I have proof that you received these faxes from your branch offices where they were sent from. This is pure negligence and show to me that Chase has many internal pieces broken within you communication and customer privacy chain. This must end! 


Also, Chase as noted the fraudsters have now made contact with my daughter XX/XX/XXXX and with me this past Wednesday XX/XX/XXXX. You are making the situation worse and the fraudster who contacted me even mentioned the online check that was placed within my account without any authorization of myself or my wife. Also, I let XXXX XXXX know, showing proof of the letter I had written in XXXX that Chase was not to accept any 3rd party checks without validation and approval by myself. Chase, you acknowledged this email and yet you allowed it on both my credit cards and now my checking account I have with you. This is not only sad, but you have also broken my trust and rights as a consumer! 

Thank you, XXXX and XXXX XXXX

Company response to consumer: Closed with explanation