Consumer complaint received 2022-08-10
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To Whom It May Concern, This letter is to address a fraudulent claim that I opened on XX/XX/XXXX regarding account activity that occurred on XX/XX/XXXX on my Chase Mobile app. There were two XXXX payments that were fraudulent as my phone, wallet, and other personal belongings were stolen and compromised. I did not make nor authorize the bank transfer and or take money out via XXXX to XXXX. My call from XX/XX/XXXX to the fraud department should be highly notated with this information. I also am working on getting more to back up my evidence that I did not make these transactions. Below is more information that I was able to pull from other charges pertaining to the robbery I was involved with. All institutions have been contacted and there are pending case numbers for the below transactions as well. 
Regarding Chase, I did not authorize the transfer or both XXXX payments to XXXX that had occurred on XX/XX/XXXX. 
Below is a record of other claims and updates filed in accordance with the case/robbery that I am advising of for proof that this was just not an attack on my chase account, but my overall identity. I hope to again have more details in the coming days for you, but this is what I was able to get done with so far. 
Other claims relating to this indecent are posted as below. 
XXXX XXXX Credit Card Fraud case ( case number available In XXXX days ) - XX/XX/XXXX {$1300.00} charge at XXXX XXXX XXXX XXXX - Declined - XX/XX/XXXX - {$670.00} charge at XXXX XXXX XXXX XXXX - Declined - XX/XX/XXXX XXXX charge at XXXX XXXX XXXX Declined XXXX XXXX XXXX  XXXX XXXX initiated XX/XX/XXXX - XX/XX/XXXX - {$2000.00} charge at XXXX XXXX XXXX XXXX Approved/Pending XXXX Credit Card Fraud Case XXXX XX/XX/XXXX XXXX {$2400.00} charge at XXXX XXXX - Declined XXXX XX/XX/XXXX - {$1300.00} charge at XXXX XXXX in XXXX XXXX Pending - XX/XX/XXXX {$160.00} charge at XXXX XXXX - Pending XXXX XX/XX/XXXX {$38.00} charge at XXXX XXXX - Pending XXXX XX/XX/XXXX {$2.00} charge at XXXX Approved XXXX XXXX XXXX Email XXXX I called the XXXX XXXX XXXX today, XX/XX/XXXX to inquire about the charges, using the XXXX that is pending as a case for reference since it seemed to go through. I also asked for a manager contact. The hotel stated these charges were used for room stays, to which they validate ID and Credit Card ( which they both had in my wallet ). The contact for the GM  is above and the hotel can be reached at XXXX option 1. I was told that they can not locate my charges as they are currently pending and can not locate my name in their system. I emailed the GM  with my info per the above as a follow up in the meantime. 
XXXX XXXX I called the XXXX XXXX to attempt to get a contact there and personally dispute the transaction on my XXXX. The person that answered passed my message along to the owner of the restaurant. 
Police Report - I also filed a police report with the city of XXXX so records and documents could be obtained if needed. The officers information and case number are above. I obtained the police report ID -Officer XXXX Badge XXXX Case Number XXXX Robbery Department XXXX. I called the number for the robbery department on XX/XX/XXXX and had to leave a detailed message regarding the updates in the letter addressed. I am waiting for a call back on this as well. 
GM at XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX I spoke with the desk clerk at XXXX hotel in XXXX where I was staying quickly after the police report was filed and followed up today, XX/XX/XXXX to advise we located my phone as well as filed a report. XXXX support team will be notified to see how many keys were issued by the front desk and or if there were any issues with the locking mechanism of the door to the room I was in. XXXX is ops manager that I dealt with. He also will notify the GM that has access to the cameras to see if anyone approached the desk to get a new key issued. 

Please let me know if you have any questions and feel free to contact me at any time at XXXX. I have not yet obtained my phone, but my calls are currently being forwarded. My email is XXXX as a reference. 

If more information is needed or follow up on my end, I am happy to do so, but will continue to work on provide more detail as I make more calls and follow ups. I am hoping to resolve this with Chase directly as well as the other institutions and would like to see this cleared up timely if at all possible. 

Updated XX/XX/XXXX I confirmed with Chase the investigation was under review, however, they stated that XXXX was done with my banking app and even if fraud, is non-refundable. I am now trying to send this to the Consumer Finance Protection Buearu as I did not initiate those transfers and activity. Id like my account to be refunded in the amount of {$900.00}. Claim Number XXXX My credit cards have also been refunded since originally writing this letter XX/XX/XXXX and I would like to have my bank do the same. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation