Consumer complaint received 2023-08-06
Company: JPMORGAN CHASE & CO.
State: IL
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:
XXXX : At work, I used my Chase Freedom Credit card ( XXXX ) to buy lunch at XXXX XXXX on XXXX campus. 

*When leaving work that evening, I noticed wallet was missing and reported the following cards lost and they were deactivated : Chase Debit card ( XXXX ), Chase Freedom card ( XXXX ), Chase Slate card ( XXXX ), and Chase ATM card ( XXXX ) even though that one wasnt in the wallet, I hadnt seen the card in a while. I also requested and paid for a new Drivers License ( See XXXX ) XXXX : Security desk at XXXX XXXX called my cell at XXXX XXXX time XXXX Someone turned in my wallet. I picked it up and the contents were as follows : XXXX $ cash, the Chase Debit card ( XXXX ), Chase Freedom card, ( XXXX ), Chase Slate card ( XXXX ) -all deactivated, and my drivers license/Illinois ID ( XXXX XXXX ) XX/XX/XXXX : I made an in person withdrawal from Chase Branch on XXXX XXXX XXXX XXXX checking account XXXX XXXX ) via a hand written withdrawal slip and my drivers license ID ( See XXXX ) XX/XX/XXXX : I had received only XXXX replacement card of the 4 above replacement cards via XXXX, my Chase Slate ( XXXX XXXX. I activated it and started using it as it was my only way to pay for anything. XXXX delivery receipt shows 3 of the 4 cards were delivered separately from 1 of the 4, presumably the single Slate Card that I received. ( See XXXX ) XX/XX/XXXX : I am not sure how this happened, but while not being able to use my lost/deactivated Chase Freedom card ( XXXX ), and while waiting for the replacement card, somehow a charge to a towing company known as XXXX XXXX XXXX totally {$310.00} was showing in my credit card account. Since I didnt have the card and wasnt using it, I did not notice this charge until XX/XX/XXXX. I was working that XX/XX/XXXX and XX/XX/XXXX XXXX, with my car in the work parking deck. It has since been refunded ( See XXXX ) XX/XX/XXXX : Before I left for XXXX that XXXX, I checked the mail on the way out. My replacement drivers license was there but I still had yet to receive the other 3 replacement cards. I only had my chase Slate card ( XXXX ) at this point ( See XXXX, XXXX ) XXXX arrived in XXXX. I took a XXXX from the airport to XXXX XXXX XXXX XXXX and stayed in XXXX, NV ( See XXXX ) XX/XX/XXXX : We arrived at XXXX XXXX via my boyfriend, XXXX XXXX XXXX XXXX and checked into the XXXX XXXX XXXX XXXX Reservation was in his name, but I am added as an official additional guest and given card access ( See XXXX ) *Multiple retail purchases made in person as well bar tabs and tickets for a XXXX XXXX for the evening of XX/XX/XXXX ( See XXXX ) XX/XX/XXXX : The Fraud Date While at the XXXX XXXX Pool we rented a covered daybed using my Slate Card ( XXXX ) and spent all afternoon drinking and snacking at the pool. Photos were taken and location tagged around this time. ( See XXXX ) XXXX XXXX Time : Unknown to me at the time, my mom in XXXX gets XXXX voicemail from XXXX calling about a lawsuit involving my deceased Father ( See XXXX ) XXXX XXXX Time : Unknown to me at the time, An email was sent youve successfully verified receipt of the Chase Freedom card ending in XXXX. I was at the pool in XXXX at the time, obviously not able to receive mail at my XXXX address ( See XXXX ) At XXXX XXXX Time : Unknown to me at the time, a person successfully withdrew {$9500.00} in person at XXXX XXXX with XXXX XXXX at a chase at XXXX and XXXX in XXXX. They then transferred {$22000.00} from my saving account to my checking account via what I was told was an in app transaction. However, this was possibly with the Debit Card ending in XXXX in hand. ( See XXXX ) XXXX XXXX time : I received a blocked call. I normally do not answer these, but I was worried it was related to the hotel. A woman on the phone said to me, Im calling about a lawsuit in North Carolina involving XXXX XXXX, do you know this person? I told her my dad was XXXX, and stop calling me. ( I am still unsure if this call is related to the fraud ) ( See XXXX ) XXXX XXXX Time : I started to receive calls from unrecognized phone numbers. These began coming in with a XXXX area code, which is North Carolina. They transitioned from else ware, including out of the country. At this time, out of frustration, I blocked calls from unsaved numbers and had them go straight to voicemail ( See XXXX ) Also around this time, I login to my chase I see fraudulent Savings Account Withdrawal via the Debit Card ( XXXX ), and the transfer of {$22000.00} from my Savings Account into my Checking Account. This person had to have intercepted the mail delivery of replacement cards, had the Debit Card ( XXXX ) was able to crack my pin code for the debit card. ( See XXXX, XXXX, XXXX ) *I also see that while I was on the app with my XXXX which has outdated software ( XXXX XXXX ) there was an additional unknown XXXX with updated software my account at the exact same moment and intermittently throughout that evening. * ( XXXX XXXX ) XXXX XXXX XXXX : I began receiving innumerable texts from various numbers with verification codes and activation codes for XXXX of services. I constantly deleted these texts and reported them as junk. ( See XXXX ) XXXX XXXX Time : Unknown to me at the time, I received an email Action needed : Please confirm activity of a purchase at the XXXX for {$3000.00} using Debit Card ( XXXX ). The email mentioned it was a declined transaction ( There are actually now two XXXX purchases, still, each for the same amount using the Debit Card ending in XXXX ). I had not checked my email until I was heading back to our room at XXXX XXXX XXXX ( See XXXX ) XXXX XXXX XXXX where the two charges using the Debit Card XXXX occurred is presumed to be the one just north of the Chase at XXXX and XXXX XXXX See XXXX ) XXXX XXXX Time : I asked the pool waitress to close out our account of drinks/snacks ordered from her which I put on my Slate Card ( XXXX ). A photo was taken and location tagged around this time ( See XXXX ) On the way back to the room, I check my email to see the XXXX fraud alert. I also see that despite the email alert for fraud flagging the charge, two charges from XXXX are deducted from my Checking Account. ( See XXXX ) XXXX XXXX Time : I began the call to the Chase Fraud Department XXXX While on the phone with the fraud agent, he reported that this person attempted to make a purchase at XXXX XXXX which was blocked, I believe with the XXXX XXXX XXXX ( XXXX ). I was told I had to call the following business day to file a claim on the in person saving withdrawal and money transfer. 

*For the XXXX XXXX on the Debit Card ( XXXX ) : Claim number : XXXX ( XX/XX/XXXX ) ( See XXXX ) *For the Chase Freedom Card , a claim was filed but I was not given a claim number ( See XXXX ) XX/XX/XXXX XXXX XXXX Time XXXX I filed a claim on the in person withdrawal of {$9500.00}. Come to find out, additional claims surrounding my Savings Account were in fact created during the XX/XX/XXXX XXXX Phone call. I re-opened the saving account withdrawal claim again after XXXX denied the fraudulent claim. 

*For the in Person Savings Account withdraw/Money Transfer : Claim Number : XXXX ( XX/XX/XXXX ) ( See XXXX ) Claim Number : XXXX ( XX/XX/XXXX ) ( See XXXX ) Claim number : XXXX ( XX/XX/XXXX ) ( See XXXX ) Claim number : XXXX ( XXXX ) ( No letter available ) XXXX XXXX Time : XXXX filed a complaint with the XXXX XXXX XXXX with XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX XXXX ). I also put a freeze on my credit report for 1 year. 

XX/XX/XXXX I received the required paperwork discussed during the XX/XX/XXXX XXXX XXXX XXXX fraud paperwork, filled it out, and faxed to the fraud department as requested. ( See XXXX ) XXXX XXXX XXXX Time : I filed a police report in person at XXXX XXXX XXXX XXXX on the identity theft ( See XXXX ) XXXX I met with Fraud Specialist XXXX at the XXXX branch, who listened to my situation and helped to create my new Checking Account and new Savings Account. See also re-faxed the Affidavit along with the Police Report. I downloaded XXXX to my XXXX to assist with monitoring my identity for fraud. ( XXXX ) XXXX I call fraud department while at work to inquire on the delay of the XXXX transaction resolution, at this time I was told the Fraud Department believes I made the XXXX and Savings withdrawal transactions as the Hacker was able to enter the pin number on the first attempt. I was told by the Fraud Department Supervisor XXXX that he would re-open the XXXX case so that I could provide him with evidence showing I was in XXXX at the time of the fraud activity. When I asked what evidence they needed, he simply stated whatever evidence you feel is enough. 

XXXX I met with Fraud XXXX XXXX at the XXXX and cicero address. I Spoke with XXXX XXXX Department who assisted in delivering receipts while staying with them. I spoke with XXXX and XXXX to determine how I could show that my phone was in XXXX XXXX XXXX XXXX time. I then collected items, brought them to the XXXX branch location, and had the bank teller XXXX assist with faxing evidence over to the fraud department. 

XXXX I received an email notice that my credit score has dropped XXXX points from XXXX to XXXX due to the fact that I have been using my XXXX XXXX card more during this ordeal, reaching its top credit limit. This was my only non-compromised form a payment, and using it affected my credit score negatively. ( See XXXX ) At this time, I have only been refunded by Chase from the towing company, from a XXXX charge, and from a XXXX XXXX charge to my Chase Freedom Card ( XXXX now XXXX ) only. ( See XXXX ) XXXX XXXXepresent the associated attachments. Unfortunately because of the size restrictions, I am unable to send all of the attachments. 

My Chase Freedom Card ( XXXX ), and my new Chase Savings ( XXXX ) /Checking ( XXXX ) Accounts are unlocked. I have yet unlock my Chase Debit Card ( Now XXXX ) At this time, I am unsure if the person that found my wallet at work on XXXX was involved. I am unsure if the security person that called me XXXX that my wallet was turned in was involved. I am unsure if the phone calls from NC made to my mother and then to me XX/XX/XXXX were related. I am unsure, but find it highly likely, that the many spam calls and spam texts on XX/XX/XXXX were related.

Company response to consumer: Closed with monetary relief