Consumer complaint received 2023-09-26
Company: JPMORGAN CHASE & CO.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On Sunday XX/XX/2023 at XXXX I was assaulted and robbed at gunpoint by two armed individuals near downtown XXXX, OH XXXX They took my XXXX, keys, and drivers license, and forced me to provide my phones passcode. Promptly after the incident occurred, I called Chase, explained to them the situation, and they advised that there were 3 pending transactions totaling {$2500.00} made through XXXX from my checking account into 3 separate accounts which I did not recognize. Chase then canceled my existing debit card, locked my account, and opened a claim on my behalf disputing these 3 unauthorized charges. A temporary credit of {$2500.00} was applied to my account on XX/XX/2023 while Chase investigated my case. The next day I received a new notice from Chase advising that after conducting their research, they determined that I had authorized the fraudulent transactions. Given that this was not the case, and that I did not authorize the charges, I called their claims department and asked for the claim to be reopened. The representative advised that I would need to bring documentation to a chase branch to have the case reopened by a private client banker. I went to my local branch with a copy of a news article pertaining to the incident, and my private client banker was able to successfully reopen the claim and had me send them a copy of my police report via email. On XX/XX/2023 I received a new notice from Chase advising that after more research, they still believe that I authorized those fraudulent transactions. I called Chase shortly after and the claims rep who answered advised that the Face ID  on my phone was used to initiate the transactions, and that they were using that as their basis for me authorizing the transactions. This is inaccurate as my phone was not in my possession at the time those transactions were initiated, and I had submitted proof to Chase demonstrating such when I opened this claim for the final time. The last update I received, my claim was still ongoing but it was unlikely that I would be receiving my stolen funds. 

I am disappointed by how JP Morgan Chase & Co has grossly mishandled this claim since the beginning, after I provided all necessary documents including a police report and news article of the event that took place. I have access to security camera footage showing my phone was not in my possession when the transactions occurred. Not only am I dealing with XXXX XXXX XXXX XXXX XXXX XXXX that took place, but I am waking up in the middle of the night with XXXX XXXX due to the financial uncertainties stemming from this mishandling. My emotional wellbeing has been directly affected by this situation, and my XXXX that I had worked so hard to get rid of in recent years has now returned. It is my hope that Chase and I can come to an amicable resolution, by having my money returned to my checking account without wasting time and resources in court.

Company response to consumer: Closed with monetary relief