Consumer complaint received 2022-07-14
Company: JPMORGAN CHASE & CO.
State: LA
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/22 & XX/XX/22 I received Chase Fraud alert text on my mobile phone on 2 separate accounts causing debit cards to be closed and new cards reissued. On XX/XX/22 I received card for one account still awaiting on the other account. On XX/XX/22 I received a Chase Fraud text alert asking if I was attempting to transfer {$1500.00} which I replied no. I immediately received a phone call from a Chase representative stating someone is attempting to transfer funds from your account into a XXXX XXXX XXXX account. Stay on the line we are contacting XXXX XXXX XXXXXXXX, you will receive an email with a verification code. Enter this verification code, this will alert XXXX XXXX XXXXXXXX to reject the transfer and return your funds back into your account, make sure you put the total amount in account so that none of your funds will be accessible to person attempting to get in your account and all your funds would be returned. Once I entered verification code and total amount in account which was {$1700.00} phone call was disconnected. I called number on back of my card for Chase immediately and told them what just happened. Chase representative stated that it wasn't them that sent text or called and said hold on I'll see if I can reverse transaction. She returned to call and stated she wasn't able to stop transaction but let me start a claim to get your money refunded. I asked her if I need to send text and email I received. She stated not now but to call back on XX/XX/22 because it takes up to 10 days to review. I called on XX/XX/22 only to be told claim was denied but will send to investigating department to call back on XX/XX/22 which I did only again to be told investigating team denied my claim but they ( Chase ) will make a courtesy call to XXXX to return my money and to call back on XX/XX/22. I instead visited a local Chase Bank in XXXXXXXX XXXX  and explained what happened. Chase representative pulled up my account while placing a call to Chase claims department. Once she got them on the line and explained to them that I was there but she could not find any notes in the system about my calls or even if there ever was a claim filed by Chase for me, which none was done. She allowed me to speak with claims department which they told me that claim was denied and letter was mailed out to me stating why. I asked her the reason and she said because investigating team didn't find any evidence of fraud. I asked her how could they close a claim without notifying me and how did investigating team make a decision to deny my claim when no one from investigating team asked for any evidence, that is totally ridiculous. And why mail a letter when you could have sent a message to my account. I expressed that Chase is part owner of XXXX, why can't they return my money. Chase security system should be more advanced than what it is because I'm not the only one that people are impersonating Chase representatives and are sending text as Chase and they should be protecting there customers better. And if they can't protect customers who are hacked through XXXX, then Chase shouldn't offer it. Because this was not a XXXX to XXXX transaction, it was done through manipulation and hacked email sent as a XXXX. How can Chase allow this to happen to their customers. She continued to say I'm sorry but unfortunately we can not do anything. I again asked why were there not any notes regarding all the times I called in the system. She could respond about that. She said I can send items I had through fax and the would review again but takes 24-48 hours. I said ok I will send information, can you give fax number to branch mgr. I gave the phone to branch manager which she got claims department faxed number my information and gave me confirmation page. It's been over 48 hours and I have yet to hear back from Chase. I am a single mother with a XXXX XXXX XXXX XXXX and work hard on 2 jobs and to see how Chase handled me is horrible and they should be embarrassed how they are covering up and not helping their customers.

Company response to consumer: Closed with explanation