Consumer complaint received 2020-03-12
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On Saturday, XX/XX/2020 at XXXX XXXX  CST I received an e-mail from Chase ( XXXX ). The e-mail promoted their mobile bank app ( " Stay connected to your accounts with the Chase Mobile app and chase.com '' ) for my Chase account. I did not have a Chase account and have never had a Chase or JPMorgan account. I opened this e-mail around XXXX XXXX  CST ( XX/XX/2020 ). At first, I thought this may have been a phishing attempt, but all links in the e-mail directed to the official Chase website when I hovered over them to see. Still not trusting the e-mail, I XXXX  Chase and searched for a customer service number I could call. I called XXXX and spoke with a customer service rep for 11 minutes. I explained the situation with her, provided my name, my social security number, and my current mailing address so she could verify whether or not I had an account. She confirmed that I did not have a checking/savings, credit, or loan account with Chase, but she said she did see an investing account. I told her I should not have one as I have never opened an investing account with Chase. She tried to connect me to their investing department and their fraud department, but both offices were closed at the time. She advised me to call back on Sunday, at XXXX XXXX EST at the earliest. 

I called Sunday ( XX/XX/2020 ) afternoon at XXXX XXXX  CST and explained the situation to a new customer service rep and provided my information when asked. He confirmed that he could see an investing account tied to my information. He said he spoke with someone about two hours before with a similar situation. I believe he said it was a 108 investing account and asked if that rang any bells, I told him it did not and that I should have no account with Chase. He told me that the investing deparmtent was actually closed all day Sunday, but gave me another number to call back on Monday. 

I ended up calling the number the second rep gave me ( XXXX ) today at XXXX XXXX  CST. I again explained the situation to the customer rep who answered and again provided the same information when asked. She asked me to wait a moment to make sure I was connected to the appropriate department. She then asked me to confirm that I had received an e-mail and when I did, told me to forward the e-mail to XXXX. After I did, she started to say goodbye but I stayed on the line because I had expected to be transferred per the first portion of our conversation. She told me that there was nothing further to be done and when I asked if there was no one I could talk to regarding the investing account and what it was, she said she did not see an investing account tied to my information. I asked her how that could be when I spoke to two different people who saw it, if there was anyone I could speak to and if she could give me an estimate of when the abuse team would respond to my forwarded e-mail. She told me she had no idea how long it would take, she could not even provide me with an estimate, she told me there was no one she could transfer me to with my concerns and told me to wait for a response to my forwarded e-mail. I told her she did not help and that I would call another number. 

I again called XXXX and explained the situation to a fourth representative and provided my information again when prompted. She confirmed that she saw an investing account tied to my information but that she due to the type of account it was, she could not open it herself. She assured my she would connect me with someone from investing that could assist me. She transferred me and I explained my situation and provided my information when prompted for a fifth time to the investment rep. 

This specific rep confirmed that I had an investment account open with Chase. He told me that neither he nor his managers knew what these investment accounts were, where they had come from, or how they were opened or what they were for. He asked me if ever used a crowdsource/crowdfund website and told me their current guess was that it came from one of those. He said that these specific investment accounts had popped up en masse and that they only started seeing them or hearing people call in regarding them on Saturday ( again, the day I received that initial e-mail ). I asked what they were doing about this, why I wasn't notified, how an account could be opened tied to my name, address, and social security number without my consent or notification sent to me, despite obviously having my personal e-mail. He said he did not know and that they were investigating the situation currently. I asked if I would be notified when this resolved and he said yes, per compliance I should be and that some next steps would likely be provided as well. I told him I would likely call to keep track as well and he provided me a number ( XXXX ) to reach the same department and told me if the next rep I speak to is confused that they should open my profile and they will see what he saw. 

I reached out to XXXX 's customer support chat as I have used their site previously to raise funds. Due to tax purposes, they will only release raised funds if a SSN is provided. I inquired what happens to my SSN after withdrawing funds from their site. The rep said, " Our payment processor protects that information, but if you'd like to have everything deleted once your campaign is over, I can submit that request. '' I told him I would like to have it deleted and explained what had occurred, per Chase. He told me that the request for that information to be deleted was submitted and I should receive e-mail notification. It seemed like this was the first he had heard of XXXX being tied to Chase investment accounts and told me he would also forward my information to their Trust and Safety Team, who would likely follow up with an e-mail. This occurred about an hour ago. 

This has been an emotionally exhausting and physically draining experience. I have been anxious since the first representative confirmed there was an investment account but could provide me with no further assistance. The answer I was provided gives me no confidence in Chase 's ability to safely monitor their own accounts, let alone my information that should not even be there. In fact, after anger, the phone call made me feel nauseous, as they only confirmed there is nothing I can do and they currently know nothing. I do not understand how unknown accounts can be pushed in from unknown/outside sources with information that should not be shareable. I do not know of any significant ties between Chase bank and XXXX, I was never notified of any ties or that Chase could use my information from an outside source towards a Chase investment account. This is especially upsetting as I have no ties otherwise to Chase. I  am upset that an account was opened without my consent, that I received neither e-mail nor physical mail notification of this account creation, but did receive an e-mail promoting their mobile banking app. Clearly, they have my personal e-mail address but did not think to notify me when it was discovered these unknown investment accounts that seemingly populated overnight and no one knows about were generated, to give me a heads up or that any measures were being taken. I had to call several times, starting Saturday, XX/XX/XXXX and finally receiving information, little as it was, today on XX/XX/XXXX. 

A friend, who also holds no Chase accounts, receive the mobile app e-mail on Sunday, XX/XX/XXXX. Searching for " to : chasesupport '' on XXXX shows various people without Chase accounts are receiving the same e-mail and raising concerns with @ chasesupport. I know this portion is hearsay, but I could not call back to Chase because of my work schedule. Today was the first day I was able to call back and received this alarming information. I have been worried that no one over the weekend could even tell me what the investing account was ( retirement? IRA? ) when it was opened, no details. I tried to find answers on my own via XXXX and searches via social media until I could call back to see if anyone else with the same issues had figured out what was going on.

Company response to consumer: Closed with explanation