Consumer complaint received 2023-04-21
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX, My chase online banking account was breached by an unknown party which accessed chase.com through an XXXX XXXX XXXX XXXX. 

My passwords and all information in my account including my contact information ( email and mailing address were all changed without my knowledge ) The email address to which all of the security alert notifications were going to was ( XXXX ) confirmed by a chase fraud specialist. 

The delivery address was changed to an address in Florida which I have no connection with ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX FL XXXX ) to which a replacement card was requested to. 

THE INFORMATION ABOVE IS WHAT I HAD FOUND THAT WAS CHANGED IN MY CHASE.COM ACCOUNT AFTER REPORTING THE CLAIM AND DOING SOME OF MY OWN RESEARCH AS TO WHY MY ACCOUNT WAS BREACHED. CHASE DID NOT TAKE THESE CHANGES INTO ACCOUNT IN THE INVESTIGATION. 

Without any knowledge of this transaction, Chase granted this request and I assume a replica of my actual debit card at the time was sent to this address. 

I had no knowledge of this at all as I even used my current card in New York at the time on XX/XX/XXXX at my local XXXX for an amount ( {$13.00} ). 
I had also made several purchases thereafter for the remainder of the month of XXXX in XXXX XXXX XXXX. 

XX/XX/XXXX I am hospitalized for about 24 hours ( documents to prove attached ) at XXXX XXXX XXXX. I was admitted XX/XX/XXXX and discharged XX/XX/XXXX at XXXX ) After the XXXX, I am XXXX  for days XX/XX/XXXX at XXXX, XXXX, XXXX  thereafter, this unknown XXXX XXXX  device accessed my chase account again. I, once again, did not know until I had logged into my own chase account in XXXX and saw that I had received application notifications, not the push notifications to email and phone that I had requested when originally creating the account. 

I then realized that something was astray and I checked my balance and saw that there was a significant amount of money withdrawn from a GAS STATION ATM in XXXX FLORIDA. The transactions are as follows : ATM WITHDRAWAL XX/XX/XXXX XXXX XXXX XXXX XXXX FL Card XXXX XXXX ATM WITHDRAWAL XX/XX/XXXX XXXX XXXX XXXX XXXX FL Card XXXX XXXX ATM WITHDRAWAL XX/XX/XXXX XXXX XXXX XXXX XXXX FL Card XXXX XXXX ATM WITHDRAWAL XX/XX/XXXX XXXX XXXX XXXX XXXX FL Card XXXX XXXX IMMEDIATELY following my realization of this, I called chase fraud frantically XX/XX/XXXX at XXXX I was on the phone for 10 minutes with a representative. They found that the best solution was to lock my card and send me a replacement at my actual address in XXXX and was told a claim had been input for a fraudulent charge. 

XXXX XXXX at XXXX I called again for another 7 minutes and verify that my claim actually was input, to which the fraud representative told me that it was not. This call, I requested I receive the claim number to ensure that the chase representatives did their job correctly. ( claim id XXXX ) XXXX XXXX XXXX the following day, I had mustered up enough energy to leave my apartment after the XXXX and go to my Chase account branch where I had originally opened the account 7 years ago to PHYSICALLY withdraw cash since my card was now locked. 
At XXXX i HAD WITHDRAWN {$600.00} AS A BRANCH WITHDRAWAL at XXXX XXXX XXXX XXXX XXXX NY XXXX XX/XX/XXXX, Chase had given me a temporary {$1000.00} while they launch the investigation into my claim. 

I am then conducting every day tasks as normal XX/XX/XXXX Chase had then removed that {$1000.00} granted to my account and sent a notice that said : We found that the transaction was processed according to the information you provided or was authorized This means that they had denied my claim and had conduction a lackluster investigation into my claim and did not connect the dots correctly. 

Since then, I had made many calls to chase fraud, Identitfy theft, and even the local police authorities, to which I keep getting bounced around in circles, one sayign the other has to do this for me before something else can be done, etc.

I have conducted a better investigation than the chase investigation team could and the chase fraud phone representatives will not give me any information on my own case other than " the physical card and chip was used '' My issue with this is how and why did chase allow unauthorized use of my own funds in another state while two identical cards were active and why am I suffering for an oversight that happened on chases behalf. 

Obvious points are : Someone requests a new card under my name to a Florida address while I am still actively using my card in XXXX XXXX XXXX I am in the hospital receiving XXXX the day before the card is fraudulently used No push notifications sent my devices and accounts because my chase.com account was breached by another party. 
No help given by chase fraud department other than replacing my card.

Company response to consumer: Closed with monetary relief