Consumer complaint received 2022-01-27
Company: JPMORGAN CHASE & CO.
State: FL
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:
On XXXX 2021 I was having lunch and received a call saying my electric would be turned off if I didn't pay immediately. I gave them my Chase Debit card information. Immediately after the call, I suspected it could be a scam so I walked across the parking lot to the Chase Bank branch ( XXXX XXXX XXXX XXXX ) and sat down with the branch manager : XXXX XXXX. I explained exactly what happened. He destroyed my debit card and issued me a new one that was suppose to arrive in XXXX business days. I specifically asked if there were any transactions that had happened as of that time ( he said no ), and asked if we've done everything needed to remediate this situation. He assured me that he had. I also asked what if any charges come in after this point, he said " don't worry, you have fraud-protection on your account ... ''. 5 days later charges start appearing on my account totaling {$2700.00} ( note : all of which were charged on the new number issued to me which I hadn't seen at that point ). I went back to the branch, spoke to a different banker ( XXXX XXXX ) who said don't worry, just file a claim. She also said that the manager should have closed the account and start a new one ( which she did at this point ). Again I was told not to worry. 
Chase Bank put the money back in my account however about a week later, they took it back out again. They said they reviewed the account and because I gave the hackers my number that they didn't have to cover the claim. I tried explaining many times that I understand and agree I did get scammed and gave them my number, but then I did everything I could possibly do to correct the situation and was told by the bank manager that everything was OK and done properly. 
As it turned out, the hackers created a new XXXX ID account in my name because they had my information, and attached the number to that account. When the bank creates a new credit card number it automatically updates the XXXX ID so the hackers had access to my new credit card number a week before I did. 
This is clearly an issue with the Chase 's banking system. The manager should know this ( as his employee did ) and simply closed the account. 
Chase has told me on a couple of occasions that this is not fraud, it's scamming. I disagree : Yes, the " scam '' was them obtaining my information ; " fraud '' is when they used that information to fraudulently purchase a number of items in my name. 
As insurance is a contract of adhesion, this falls very close to a " bait and switch '' tactic : telling me not to worry, I'm covered only to find out later I wasn't. 
I also believe I can't be the only person this has happened to which means this falls very close to a class action law suit. 
The point is I did everything I could possibly do in an extremely timely fashion to stop this from happening. I was told by the branch manager that it was all taken care of and not to worry, and even if charges were to appear later that I would be covered under the fraud-protection program in place on my account.

Company response to consumer: Closed with monetary relief