Consumer complaint received 2019-03-19
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2019 there was an unauthorized online money transfer initiated from my Chase Debit account to an anonymous recipient in the amount of {$300.00}. This recipient was added to the account 1 minute prior to the money transfer. 
After calling Chase to report the fraud ( the same evening as it happened ), my online account was suspended.I had been hacked. I was told I didn't need to cancel my physical card since the fraud was through my online account. They also credited my account for the amount of the fraudulent charge. 10 days later I had heard nothing from Chase so I called them and they informed me I needed to cancel the debit account effected and open a new account. Upon opening a new debit account the Chase representative said she could simply link my new account to the existing card and did not need to order a new card only to find out later I did need to order a new card for the new account due to the fraud. The new card arrived the following Monday, however the new pin never did, so I again had to take an extra step and physically go to Chase for assistance with the pin. 
On XX/XX/2019 I received a letter from Chase stating the fraud was authorized and the amount they had credited would be revised. Their phone costumer service was beyond rude so I went to a branch the next morning. There the representative explained that on their end the fraud looked authorized because it looked like the log in was made from my mobile devise. 
Back on XX/XX/2019 I had left my phone unlocked at the XXXX XXXX to get my phone replaced between XXXX XXXX- XXXX XXXX, leaving all of my stored information vulnerable to it's employees. I explained all of this to the Chase representative on XX/XX/XXXX and after some phone time with their fraud department he stated again that according to their system the charge was made from a previously authorized device around XXXX XXXX. ( After I had gotten my phone back from XXXX ) I  spoke with someone who worked at the XXXX XXXX XXXX and they informed me that there are so many cameras behind the scenes during repairs, that it would be difficult ( but not impossible ) for someone to access my information and submit the fraudulent transaction. His advise however was that it would be more likely that a hacker got a hold of both my XXXX ID and bank log-in information and then could easily simulate my devise to make the transaction - making it look like it was coming from my device. 

While I understand why the bank is making the verdict they are, I think it's wrong they are not taking my statement more serious saying that I had been hacked. Sure their company security wall was not attacked, but one of their loyal costumers is asking them to help with an online attack to their personal money and all Chase told me - literally- was to " Ask the person for my money back since I clearly knew them ''. 
There are so many articles out there about hackers targeting your mobile phones and online accounts, why is Chase just brushing this off? There's even hackers out there who film you on your phone and then slow down the footage to watch your finger movements for passwords. Whether the amount is {$500.00}, {$50000.00} or just {$50.00}. A bank should be doing everything in their power and protect your money. XXXX knows the second you're late on payment they wont stop calling you, why should their persistency be any different for fraud. 

Under the Fair Credit Billing Act I have zero liability on debit card related fraudulent charges if I notify them immediately - which I did. I suspended my online account, closed my existing debit account and opened up a new one, had to order a new card and pin then update all my billing accounts. I believe Chase is violating that right and I would like to exercise my right to investigate this further after Chase refused to be of further assistance. Especially as this is happening just half a year after the indictment of a XXXX hacker who hacked 80 million JP Morgan costumers.. ( who reportedly didn't get bank info but what do we really know anymore ). 
At this point it's not even about the amount anymore, it's about a company keeping it's costumers safe.

Company response to consumer: Closed with monetary relief