Consumer complaint received 2021-05-17
Company: JPMORGAN CHASE & CO.
State: TX
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:
I am filing this complaint to ask you to investigate Chase Bank. I am the victim of a financially devastating identity theft that occurred on or about XX/XX/XXXX. I ask that you investigate Chase Banks and require it to immediately reinstate the funds that were taken from my account. I have attempted to work with Chase Banks, and they are not taking my claims seriously. 
On XX/XX/XXXX I hired a driver to give me a ride home from a bar in lieu of paying an XXXX surcharge and waiting for a ride. I woke up the next day confused with no phone, credit cards or memory of what happened on my ride home. I was XXXX  by the driver or someone at the bar, and during the ride home my phone, credit card, debit card, company card and XXXX XXXX watch were stolen. I borrowed my friends phone on Sunday afternoon to call and report the stolen cards. This is when I found out that the criminals had used my face when I was XXXX to gain access to my Chase checking account. The thieves proceeded to use my debit card and spent {$19000.00} on Sunday, XX/XX/XXXX at several XXXX  across Texas XXXX XXXX, La XXXX, XXXX, XXXX, XXXX, XXXX XXXX, as well as XXXX and an ATM transaction. Chase Bank should have put a freeze on my account on XX/XX/XXXX when the pattern of spending was clearly outside of my normal pattern. Sixteen transactions in a single day with an average of {$2300.00} per transaction should have triggered a fraud alert in the Chase Bank system. This loss could have been prevented if appropriate safeguards were in place. 
On XX/XX/XXXX, I filed a report with XXXX XXXX at the XXXX Police Department XXXX Case # XXXX ). The Financial crimes unit at the XXXX Police Department assigned XXXX XXXX to investigate the ATM transactions and I am told that because the XXXX were not in XXXX XXXX it is out of XXXX jurisdiction. I have asked if the XXXX can work with the Texas XXXX to pull camera information at the XXXX Additionally, I filled out a XXXX Identity Theft Affidavit and provided my police report. I have a hard time believing that Texas allows criminals to get away with crime simply by moving out of XXXX  XXXX XXXX jurisdictions. 
This is crime is financially devastating and I ask for your help. Chase Banks Claims and Investigation department has not been helpful nor understanding throughout the process. Chase Bank has denied my claims of fraudulent charges twice now and my checking account has a negative balance of - {$10000.00} ( which they are now charging me for InsufficienXXXX Funds ). I have provided Chase Banks with all the information above as well as an affidavit confirming that I had nothing to do with these charges and that I am cooperating with the police to try to find these criminals. Chase Claims and Investigation will not speak to me and I have requested the information on how they came to their conclusion that the charges were confirmed and valid. I have been told that I will receive their investigation report in the mail in 14-21 days. 
The position of Chase Banks is outrageous, and I request the Consumer Financial Protection Bureau exercise your authority to fully investigate this identify theft and require Chase Banks to immediately reinstate the funds to my account. I would also ask that they reverse the insufficient funds charges and fully cooperate with law enforcement in finding the criminals. 
Thank you for investigating this and please feel free to contact me for further information.

Company response to consumer: Closed with monetary relief