Consumer complaint received 2023-04-08
Company: JPMORGAN CHASE & CO.
State: NJ
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:
To whom it XXXX concern : Good afternoon, I am sending this over to dispute the XXXX denials of my dispute with Chase bank in regards to {$14000.00} being deducted out of my Chase Checking by a fraudster using my Chase debit card via XXXX XXXX  in total of {$14000.00}. I have email correspondence between myself and XXXX XXXX XXXX XXXXXXXX ) as well as the e-mail correspondence between myself and XXXX ( XXXX ) in which I sent to chase as part of the investigation reporting the fraudulent charges that were completed on my Chase debit card that Chase has somehow deemed authorized. I never authorized any of the transactions listed below that have already been taken out of my Chase Checking account. The total amount of the fraudulent charges is {$14000.00} that were withdrawn from my chase checking account ending in XXXX with debit card ending in XXXX attached to that named checking at that time. I Initially Called and reported the fraudulent transactions when I first noticed my account had been compromised on Wednesday XX/XX/XXXX at approx XXXX when I had initially noticed the fraudulent transactions. I locked my Chase debit card from the app prior to calling. Chase Fraud department was closed at that time I reported the fraudulent activity, in which as advised by your representative I followed up the following day Thursday XX/XX/XXXX to report all 15 transactions. I then followed up with fraud team again Sunday XX/XX/XXXX at approximately XXXX as well as Monday XX/XX/XXXX at XXXX. Email correspondence was sent to XXXX XXXX and XXXX XXXX regarding the Fraudulent transactions and was told by both there was nothing they could do that I had to reach out to bank/card carrier in which I immediately did as well as changing passwords, usernames and adding 2 factor authentication to accounts. As soon as I noticed the Fraudulent transactions I immediately locked my debit card and requested a new one. I Kindly ask that some hold Chase accountable and reopen this matter and look into it further due to the fraudulent activity in the amount of {$14000.00}. I do not feel that there was a proper investigation done considering the magnitude of the amount and from what I was told the transactions were completed through XXXXXXXX XXXX  which I never authorized, nor did I authorize any other individuals to do so. My phone and other personal items were on me at all times and never misplaced or lost. I was told by Chase Fraud team that their findings included there to be a 2 factor code that was verified during these transactions. When these transactions were made I never received a Fraud alert from chase nor did I ever receive any type of code that would cause any alarm that there was fraudulent activity being completed with my card. I would greatly appreciate it if this could be looked into further and if more time is needed by their team a provisional credit of {$14000.00} be issued to my account while a investigation is being completed. The amount that was taken from me without knowing is causing a financial hardship due to the magnitude of the amount and I feel needs to be looked into further. Like mentioned I have attached email correspondence between the two merchants regarding the fraudulent claims and I feel that Chase and XXXX  need to look into this further and stand behind there Zero Liability Protection. If there is any further information needed from me please do not hesitate to reach out as I will do whatever is necessary to help rectify this issue to obtain the {$14000.00} which is rightfully mine. I have followed all of your steps that I was advised to do by Chase Fraud team during this process and feel that their findings are incorrect and am still out {$14000.00} and Chase claims that theirs nothing they can do since their was already transactions completed prior to the fraudulent ones that is the reason they are not accountable. They claim if you have ever made a transaction with a specific merchant in the past using that card any fraudulent transaction done with that card is not covered. Along with the email correspondence I had sent and attaching a article that I came across while researching how my XXXX XXXX could possibly be compromised and it states in the article One fraudster said that XXXX XXXX is the easiest way to make money with a recently developed hacking tool available in the digital underground that focuses on stealing victims multi-factor authentication tokens. I feel that chase and XXXX  need to look into their security further and on how this could be stopped as well as standing behind their Zero Liability Protection. I would like to thank you in advance for your time and consideration in this matter when reopening and looking into this further. 

Respectfully, XXXX XXXX XXXX XXXX XXXX {$11000.00} from XXXX XXXX  {$2500.00} XXXX XXXX {$180.00} XXXX cleared XX/XX/XXXX {$2500.00} XXXX cleared XX/XX/XXXX {$100.00} XXXX Cleared XX/XX/XXXX {$1200.00} XXXX Cleared XX/XX/XXXX {$2100.00} XXXX Cleared XX/XX/XXXX {$1000.00} XXXX Cleared XX/XX/XXXX {$650.00} XXXX Cleared XX/XX/XXXX {$250.00} XXXX Cleared XX/XX/XXXX {$100.00} XXXX Cleared XX/XX/XXXX {$100.00} XXXX Cleared XX/XX/XXXX {$100.00} XXXX Cleared XX/XX/XXXX {$100.00} XXXX cleared XX/XX/XXXX {$900.00} XXXX cleared XX/XX/XXXX {$2500.00} XXXX XXXX cleared XX/XX/XXXX {$2500.00} XXXX cleared XX/XX/XXXX Total of 15 transactions

Company response to consumer: Closed with explanation