Consumer complaint received 2023-08-16
Company: JPMORGAN CHASE & CO.
State: CA
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:
Chase Bank Re : Unauthorized Transactions on Checking Account [ Your Account Number ] To Whom It May Concern, I am writing to formally address a series of unauthorized transactions from my Chase checking account that transpired between XX/XX/2023 and XX/XX/2023. The details of these transactions and the subsequent communication I've had with Chase Bank have left me deeply concerned about the security and customer care standards upheld by the bank. 

**Details of Unauthorized Transactions** : - XX/XX/2023 : XXXX XXXX, XXXX- {$3700.00} and {$1000.00} ; and {$49.00}. 
- XX/XX/2023 : Internal Transfer from my savings to checking - {$50.00}. 
- XX/XX/2023 : XXXX- {$42.00}. 
- XX/XX/2023 : Credit card payments- {$1000.00} and {$2000.00}. 
- XX/XX/2023 : ATM withdrawal- {$1000.00}. 
- XX/XX/2023 : XXXX, XXXX XXXX- {$55.00}. 

Upon realizing on XX/XX/2023 that my personal belongings including my phone, wallet, and identification had been stolen, I contacted Chase immediately. Despite informing the bank representative of these unauthorized activities and instructing her to lock my mobile banking access, I discovered this was not actioned. Consequently, I took measures to enhance my online banking security. 

I was disheartened to receive a letter on XX/XX/2023, informing me that Chase considered all aforementioned transactions as authorized and would not reimburse the amounts. Subsequent communications with a supervisor named XXXX and other bank representatives added to my distress. XXXX indicated that the consistent use of my PIN for these transactions justified the bank 's stance. Yet, the absence of any PIN entry errors raises significant security concerns. Additionally, upon my request for evidence or audio recordings to corroborate this claim, I faced obfuscation and was provided an address to officially request the recordings. 

It's particularly disconcerting to note that during my interaction on XX/XX/2023, I was assured by Chase representatives that I wouldn't be held liable for these unauthorized charges. This now appears to be a baseless assurance.They also assisted someone pretending to be me and failed to ask proper security questions. 

The bank 's failure to proactively detect, act upon, or notify me about these glaringly unusual transactions is alarming. Not to mention the subsequent confusion and inconsistencies in communication. This experience has severely impacted my trust in Chase 's security protocols and customer service.

I kindly demand : 1. A rigorous re-examination of the unauthorized transactions.

2. Full reimbursement of the unauthorized amounts.

3. Provision of the requested audio recordings.

4. A detailed explanation of Chase 's security protocols and why they failed in this instance.

The gravity of this situation can not be understated, particularly given the assurance I was provided about not being held liable. I expect a comprehensive response within 15 business days.

Thank you for your immediate attention to this matter. Failure to resolve this situation satisfactorily may necessitate legal recourse.

Sincerely.

Company response to consumer: Closed with explanation