Consumer complaint received 2023-02-23
Company: JPMORGAN CHASE & CO.
State: AZ
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 : A hacker accessed my Chase checking and savings online account and my debit card pin ( which never left my possession ). This individual proceeded to deposit a fraudulent check for the amount of {$2800.00} and move {$1800.00} from my savings to my checking. This brought the total amount to {$5100.00} in my checking account. The perpetrator proceeded to make numerous withdrawals from an ATM in Florida until my accounts were empty. 

That same day ( XX/XX/XXXX ) I proceeded to file a claim with Chase and change my passwords. The representative said they will reverse the charges and they will send me a new debit card. The Chase representative never confirmed my mailing address with me. Chase did reverse the charges and I was reimbursed a day later. 

The hacker, upon initial entry into my account, put a temporary mailing address of the location in Florida where they wanted the replacement debit card sent and changed my primary email address. Since Chase never confirmed my mailing address with me, they sent a replacement debit card into the hands of the perpetrator. 

Upon receiving the new card a few days later ( XX/XX/XXXX ), the hacker pulled the same scam. This time they were able to get more money out of my account, as I had moved money in there to pay some larger expenses. I tried locking my debit card, but this only stopped the perpetrator momentarily, as they were able to access my account with my stolen pin number and unfreeze the card. They proceeded to exhaust the funds from my account until I got a hold of a Chase representative to cancel the card again and remove the temporary mailing address. They accomplished this through numerous cash-back transactions at XXXX and XXXX. 

Again, I submitted the claim ( XX/XX/XXXX ) and Chase was very understanding. The fraud XXXX realized that this was the work of a professional and said they will get everything submitted. 

This brings me to today, XX/XX/XXXX, when Chase, without any notice, denied the original XX/XX/XXXX claim ( reversing the reimbursements totaling {$3400.00} ) stating, " these transactions were made with a chip card and those cards can not have fraudulent charges. '' After speaking with numerous people and several escalations, I was told there is nothing they can do and they implied that I must have made the transactions, even though I was given no more explanation than " this was made with a chip card and you can't have fraudulent charges on those cards. '' To give the money back to someone, allow them to spend it and then decline the claim a week or more later with no explanation is a gross handling of a consumer 's financials. 

I live in Arizona, I was not asked to produce proof that I hadn't left the state, nor did Chase show me camera footage from an ATM/XXXX in Florida XXXX Now my account with chase has a balance of $ XXXX and there is a potential to not receive any of my money back and that they can report me to collections. I have escalated this with their corporate team, but have not received a callback.

Company response to consumer: Closed with explanation