Consumer complaint received 2023-04-03
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/23 @ approx XXXX I received a call from someone claiming to be from Chase Fraud Department asking if I was in New York using my card, I said " No '' and was put on hold as they shut the card off. When the person returned I was told that they were sending me a new card. Ironically as I got this call I was on my way to my branch to make my daily deposit. I am a known customer at that branch and go in there daily., Just to be sure I asked both the teller " XXXX '' as well as the acting manager " XXXX '' if that call was authentic and was assured it was by both parties and a new card was on its way. I have since learned that the person was not from Chase but actually the scammer. He was able to convince Chase to send him a new debit card to New Jersey despite me being in XXXX Ohio and never using my card elsewhere. All Chase Required to authenticate him was my DOB. He then went to XXXX, XXXX and the USPS for 11 transactions totaling {$7600.00}. 
On Sunday XXXX I logged into my account and saw that it had been drained of {$7600.00} total. I immediately called Chase and started a claim. The following day XXXX I went to my branch as soon as they opened and explained what happened to my normal branch manager " XXXX ''. She apparently started a new claim and entered all the notes as needed. I was told I would be given a provisional credit in 2 hours ( I finally got one several days later ) A few days after that Chase reversed all the provisional credits they had given me after completing their investigation and deciding it was " me '' as a PIN number was used. Once again the next day I went to the branch, spoke with XXXX and she opened a new claim and compiled all the notes from the previous 2 claims as she said they people in the fraud department didn't have the notes from both claims. She filed another claim ( 3rd one now ) and combined all the notes, she said I should be all set as she had spoken directly with the supervisor in the fraud department and they would refund my money as " Its the right thing to do '' Today XX/XX/23 I again logged into my account and Chase has taken all the money again. This has been going on for over a month. 

My issues are : 1. Chase didn't do enough authenticating when on the phone with the scammer. 
2. I have done everything in my power to mitigate this starting within MINUTES of my first call by going DIRECTLY to the branch to make sure the call was authentic and being assured everything was OK.

3. Chase should never have overnighted a new card to New Jersey on using a DOB alone. 
4. On Monday XXXX I was told by XXXX that they required a " Computer clean '' to assure that my info wasn't compromised via my PC. ( At that time we didn't have as much info as now and didn't know where the breach occurred. ) I was so concerned about my info being compromised I immediately went and bought a new PC with 2 levels of antivirus and VPN blocker. 
5. Many of these transactions were back to back at the XXXX for hundreds  and one of {$1000.00} for money orders. Chase should have a system in place that detects such irregular activity and shut the card off. 
6.I have done everything asked of me. I have spent well over 10 hours of lost work and wages at the local branch while they are on hold and dealing with the fraud department having to explain this over and over. I have bought a new PC and have 2 layers of fraud protection. At this point I have filed a police report against Chase as well as this complaint.

Company response to consumer: Closed with monetary relief