Consumer complaint received 2019-07-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2019, I checked my checking account which I opened with Chase Bank and found out it was about {$1200.00} short and I was left with $ XXXXI immediately checked every transaction that I have made. As I come to the XXXX quick pay section, a service that allows quick money transfer that is backed and implemented by Chase banking system, I noticed that there are two huge transactions of {$450.00} and {$820.00} that was made 2 days prior ( XX/XX/2019 ). The transactions were greater than anything I have ever sent with the exception of rent and were made to people Ive never even heard of. {$450.00} was sent to a person whose name is XXXX XXXX ( XXXX ) and the other {$820.00} to XXXX XXXX XXXX ( XXXX ). These emails were used to transfer money from my account to theirs. 
I immediately called the Chase Fraud Department at XXXX ( XXXX ) XXXX - XXXX that same night. I talked to a Fraud Specialist/Inspector and was told that Chase would return my money within 5 business days. She also told me that my account was compromised, meaning whoever made the transactions may have had my login ID and account/routing numbers. In order to receive my money and to better protect me, Chase would transfer the money that I lost to a new account and I would need to be present at this Chase branch to open this new account as well as other preventative measures such as creating a new debit card, changing my log-in information, etc. on XX/XX/2019. To my relief, everything seemed to work out that day. 
However, that turned out to not be the case when Chase took back the money on XX/XX/2019. When I noticed that my money is gone again, I came to the Chase branch on XX/XX/2019 to meet with a banker and ask about the loss. He made several calls and was transferred through different specialists until one finally told him that my claim is denied since there is nothing wrong with the transaction. The banker mentioned that there should be a letter sent to me stating the specific reasons why my claim was denied and a number that I can call to resolve the issue. As I take a look at the letter, there was no specific reason other than a simple sentence : We found that the transaction was processed correctly or was authorized. Confused, I tried calling the number provided on the letter, which was XXXX. When I ask about the specific evidence that they have to deny my claim, the Inspector simply told me the same thing I saw on the letter, that There is nothing that they can do for me since the transaction was processed correctly or was authorized. The person on the phone at the time ( as well as the banker whom I talked to directly ) failed to guide me through the specific procedure that they must have, as the responsible party for implementing a wire transfer service ( XXXX ), for a situation when a customers log- in information is hacked, and there is no change that needs to be made for this hacker to infiltrate my account and withdraw my money. Such a procedure would have entails some proof that the authorization was made on a familiar device or email address. Whereas, in my case, the banks investigation was made up of a simple check on whether or not my log-in information was changed. At this point, it became a back and forth between the Inspector and I as I kept asking for specific details while the Inspector avoid my questions and repeat what she had told me several times before it eventually ended without a real  resolve. 

Having to lose {$1200.00} all of a sudden and Chase keeps insisting that I was the one who authorized it instead of cooperating and aiding me as a victim of a fraud, I feel the need to go to another source in hope for help.

Company response to consumer: Closed with explanation