Consumer complaint received 2020-04-23
Company: JPMORGAN CHASE & CO.
State: KY
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:
My cell phone number was ported out without my authorization on XX/XX/2020 at about XXXX. I was notified of the porting out of my phone via text message from XXXX XXXX. This resulted in the criminal that ported my cell phone number access to all of my personal accounts. This included access to my Chase Bank personal checking account that allowed the criminal ( s ) that ported my cell phone to withdraw a total of {$2200.00} from my personal checking account on XX/XX/2020. I was unable to make any outgoing calls from my cell phone, and had drove to the XXXX XXXX store in XXXX, KY on XX/XX/2020. Before I went to the XXXX store, I locked my checking and credit card accounts in my online Chase Bank accounts. Once I arrived at the XXXX store, I was able to use a phone to contact XXXX XXXX porting center to figure out what had happened to my phone. They said I was a victim of identity theft a result of my cell phone being ported out, and they would work on getting my cell phone number ported back to my account. I was instructed to file a claim with the Federal Trade Commission. I did so as soon as I got home from the XXXX store on XX/XX/2020, resulting in a prompt of multiple steps to secure my identity. One of those steps included calling Chase Bank, which I promptly did on XX/XX/2020. I filed a claim to dispute the fraudulent charges of {$2200.00} on XX/XX/2020 with Chase Bank. 

On the morning of XX/XX/2020, I received an online letter in my Chase Bank account stating that the claims of the fraudulent charges were denied and Chase Bank authorized the transactions in total of {$2200.00}. They stated the reason for the denial of the dispute of the fraudulent charges was that the investigation team at Chase Bank spoke with the merchants where the fraudulent transactions occurred were clean on the merchant 's end, and Chase 's end. Which satisfied Chase, resulting in denial of my dispute of charges in total of {$2200.00}. The woman that I spoke with on the phone at Chase Claims Department on XX/XX/2020 said I could contact the merchants myself to attempt to reverse the charges. I escalated the situation with the claims department at Chase Bank to speak with a supervisor ( XXXX ). XXXX ( the supervisor at Chase Claims Department ) told me I need to prove that I did not share my pin number to my ATM/debit card with anyone. I asked, 'how do I do that ', and he said, 'with documents '. He remained very vague and unapologetic. I had to escalate the situation even further. I spoke with XXXX XXXX porting center on XX/XX/2020, they sent a letter to my personal email address with written proof that my cell phone number was ported out on XX/XX/2020 without my authorization. On XX/XX/2020, I faxed the letter from XXXX XXXX to Chase Bank. In the end of all of this, I was able to transfer my checking account from Chase Bank to XXXX XXXX  on XX/XX/2020 with the full funds in my checking account that Chase Bank gave me temporary access to ( i.e. credit for the charges in total of {$2200.00} ). In conclusion, the charges of {$2200.00} were authorized by Chase, but not by me.

Company response to consumer: Closed with explanation