Consumer complaint received 2022-06-07
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022, I was the victim of bank fraud through the bank account I have at Chase. I am the sole account owner and no other individuals have access to my account. The following is a chronology of the events surrounding the fraud, remedial efforts taken by me, and the basis for my complaint against XXXX : Local Chase Branch On XX/XX/2022, I logged into my Chase account and noticed a {$1400.00} transfer I did not recognize. The transfer had taken place on XX/XX/2022. The same day, I went to the Chase bank branch and spoke to the teller to dispute this charge. The banker pulled my account and indicated that it appeared that someone had hacked my home computer and used my bank ID to make the fraudulent transfer via my cell phone and the XXXX application. 
Despite confirming that no one else had access to my cell phone that day, the teller instructed me to go home and run an antivirus scan on my computer, change passwords to my email and social media, change the phone number tied to my bank account, and change my Chase user ID and to try and use an XXXX Computer. I was also instructed to change my cellphone number and email, which I did and in turn reported it to the bank to update my information. 
The teller further provided me with the phone number and name of the receiver of the transfer : ( XXXX ) XXXX, XXXX XXXX. I confirmed with the teller that I did not recognize this phone number nor its owner. XXXX XXXX, it appears that the owner of the phone number lives in XXXX XXXX XXXX. 
The teller further advised that I report this hack and fraudulent transfer to social security and request credit reports to see if anything else had been compromised. 
I was provided with the contact information to dispute the fraudulent transaction directly with the Chase theft department, along with instructions to use my original ID account number as an identifier. The provided phone number for the department is : ( XXXX ) XXXX. 

Chase theft dept. communications I spoke to Chase on the phone using the contact number provided by the bank teller on XX/XX/2022. In addition, they gave me a claim id # XXXX and I was again, provided with the same instructions the bank teller had given me, i.e., changing passwords, running an antivirus scan, etc. 
The Chase Theft department representative asked if I knew if anyone else had access to my phone, or if I knew XXXX XXXX ( the suspected hacker ), to which I again confirmed that I did not. I was questioned several minutes to which I replied I had no knowledge of the transaction. I was told that the fraudulent transfer could have only been effected via my personal cellphone as the fraudulent transfer was done and confirmed with face recognition. 
I explained that I had never used face recognition on any transactions through Chase, let alone my cell phone. I asked if Chase could provide me with the image used for face recognition to confirm I had not personally make the transfer and was informed that this information is not stored by Chase. The theft department representative instructed that I contact my cell phone service provider and request a report confirming that I had never used face recognition on my phone. 

XXXX XXXX XXXX In-line with the Chase theft department 's instructions, I contacted my cell phone provider, XXXX XXXX XXXX through the company customer service number and was informed that the requested report could not be provided as it doesnt exist, and that the bank representative should have known as much. 
With the above information, I again called the Chase theft department. I was ultimately informed that they would investigate the issue. On XX/XX/XXXX, without further notice, I noticed that my account had been credited the amount of {$1400.00}. I believed my claim had been resolved. 
On XX/XX/XXXX, I left the country on a previously planned vacation and did not return until XX/XX/XXXX. During my time out of the country, I had limited to nonexistent internet or cell phone access. 
On XX/XX/XXXX, the day after my return to the U.S., I accessed my Chase bank account and found it blocked with instructions to contact Chase to resolve the issue. I contacted Chase to unlock my account and was informed Chase would not unblock my account until I paid an outstanding balance. I initially believed the representative was referencing another fraudulent transfer. The Chase representative explained that the XX/XX/XXXX credit to my account in the amount of {$1400.00} had been reversed. After inquiring as to why, I was ultimately informed that Chase had attempted to call me during the time I was out of the country and for the sole reason of being unable to contact me, Chase had made the decision to reverse their original position and deny my claim. 
On XX/XX/XXXX, I went back to Chase bank to appeal the decision in person. I spoke with XXXX XXXX who went through the same basic questioning I had originally received on XX/XX/XXXX and she asked why my bank account wasn't closed on XX/XX/XXXX. I explained that I didn't know and I was told the claim took two weeks to process. None of the other bankers and representatives I had spoken up to this point had ever suggested closing my account. XXXX XXXX again informed me that my account should have been closed on XX/XX/XXXX and a new one should have been opened. 
XXXX XXXX called the Claims department to reopen the same claim. She then instructed that we should do a police report and submit the report to Chase in order to reopen the claim and continue the dispute. She gave me Chase Customer Claims phone ( XXXX ) XXXX and Claim Number # XXXX. XXXX XXXX restored online access to my account and labeled it as compromised. 
Following this new advice, I went to the XXXX XXXX Sheriffs Department and given information to file a report online at identiytheft.gov. I was told the police department no longer takes such fraud police report. 
XXXX XXXX asked me to bring the police report so she could fax it to the Claims Department so they could reopen the claim. I explained to XXXX XXXX I had to follow the instructions of identitytheft.gov in order to produce the report. 
I was instructed by identitytheft.gov to request my three credit bureau reports to check for any fraudulent activity. Then I was to fill out an online application with identitytheft.gov and reportfraud.ftc.gov and consumerfinance.gov. 
I received a letter from Chase dated XX/XX/2022. Stating, the account is overdrawn by {$1300.00} and to make a deposit to bring to a XXXX balance. I called the phone in the letter and spoke with XXXX and XXXX # XXXX. I asked if the claim was re-opened and was told the claim was never reopened. 
Conclusion I diligently reported the fraudulent transfer to Chase the day after the transfer occurred. I timely followed every instruction given to me and relied on what I understood to be the resolution of the claim to my detriment. Ive gone above and beyond to resolve this issue with Chase and have followed every instruction, only to be stonewalled at the end. 
Due to the foregoing, I submit this complaint against Chase bank and request that my claim be re-opened and that the balance of {$1400.00} be re-credited to my Chase account. I have enclosed supporting documentation with this letter. If further information is needed, do not hesitate to contact me. 

XXXX XXXX ( XXXX ) XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation