Consumer complaint received 2023-09-21
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Early on XX/XX/2023, I received a phone notification that my Chase account password had been changed. I immediately called Chase 's Fraud department. The person I spoke to on the phone told me it was just a password reset attempt and no one had gotten into my account. I was relieved. After hanging up, I was checking my email and noticed that I had an email from Chase saying that my email address on my account had been changed. Clearly, the representative I spoke to was wrong. 

I called Chase 's Fraud department again. This second person that I spoke to helped me get my username and password changed. The representative wanted me to install anti-virus software because she believed I had been hacked. I asked what the scammer had done while they had access to my account and was told no transactions had been done. This second person was wrong. I noticed that nearly half a million credit card points had been transferred out of one of my credit cards. The representative then transferred me over to another department to get this fraudulent transfer resolved. I got stuck on hold for about 45 minutes and then was disconnected. 

The third Chase representative that I spoke to helped me reverse the transfer of my credit card points. As she was trying to verify my identity over the phone, she luckily let slip about a call from me 3 hours earlier. But I had only started my calls to Chase 2 hours earlier. The representative listened to the recording from 3 hours ago and divulged that the caller did not sound like me, could not answer my personal security question, and didn't have access to the PIN codes that go to my phone. And yet, the employee from three hours ago still let that person into my account!! 

Since I had to cancel my credit card while traveling abroad, I ended up incurring about {$75.00} in foreign transaction fees on my less privileged non-Chase credit card. When I finally got back home a month later, I walked into my branch to see about getting access to that recording since I was worried about the security of my account as my password, PINs, and security question did so little to protect me a month earlier. I wanted to know whether it was an employee mistake, some private information they had of mine, or some kind of unknown access this person had to my devices. 

Chase refused to give the recording to me or even summarize what had happened. They informed me that I would need to file a police report and get the recording subpoenaed. My police department has said since the dollar amount is so small, they would not go through the effort of a subpoena. All I am asking for is someone to tell me what happened during that call in which a scammer convinced a Chase employee to let them into my account. 

Should I be concerned about my account security? Do I have other accounts that have been compromised? Do I need to take additional steps to secure my data? I don't know how to answer these questions because Chase refuses to help me fix the mistake that they made or even admit that they made a mistake in the first place.

Company response to consumer: Closed with explanation