Consumer complaint received 2023-07-04
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:
Summary : Unauthorized bank transfer initiated by unknown party from Savings to Checking of {$3000.00} followed by {$3200.00} of unauthorized transactions from checking initiated by unknown persons. Both savings and checking accounts are held at JP Morgan Chase. 

Overview by Date : Sat XXXX XX/XX/XXXX - I checked bank account on my mobile app. Noticed immediately that there was a problem in our Chase checking account. Clicked to view the transactions and there were 7 transactions that we did not authorize and did not belong to us. 

On XX/XX/XXXX, there was a telephone transfer from Savings Account to Checking Account {$3000.00}. We have never made a telephone transfer. We did not make this call. Someone posed as one of us to make this transfer and somehow got into our account. Chase Bank was negligent in making sure that it was the account holder calling them. Whatever controls are supposed to be in place to make sure this doesn't happen failed. We have never shared the details of our savings account with anyone except for tax refund direct deposits. 

The following is a list of the fraudulent transactions that took place after the transfer : XXXX XXXX XXXX XXXX XXXX XXXX IL {$900.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL {$230.00} XXXX XXXX XXXX XXXX XXXX XXXX IL {$900.00} XXXX XXXX XXXX XXXX XXXX XXXX IL {$670.00} XXXX XXXX # XXXX XXXX IL {$490.00} XXXX XXXX XXXX XXXXXXXX XXXX IL {$75.00} We have never shopped at any of these stores. I called the phone number on the back of my Chase Debit card on that same Saturday night to report the fraud transactions and to try to make sure that this doesnt continue. I spoke to many different departments, and they could not fully help me because it was after hours. They advised me to call back on Sunday morning during normal business hours. 

Sunday XXXX XX/XX/XXXX : I called Chase back again and spoke to the fraud detection department. They removed all digital wallets and anything that could be on the internet with our debit card number. They also flagged the fraud charges and submitted a claim. They also canceled the current debit card, and authorized a new one be shipped to me.

Then, I spoke to the Identity Theft Department. They helped me change my online user id and password for the Chase bank accounts. We also set up security questions/ safe words that need to be answered/ said whenever we call in for anything at all for Chase to continue the conversation. 

Monday, XX/XX/XXXX : Called Chase bank to follow up- as I have not seen the funds returned to our account, and I have not heard anything from anyone at the bank. When I called, I was not asked the security questions or the safe word that we had set up. I mentioned this to the representative, and they apologized and then asked me for the information. I questioned the representative about when I would see the funds returned to my account. They said that there is an investigation being done and Chase has until XX/XX/XXXX to make a determination, but it could happen before that. 

Tuesday, XX/XX/XXXX : Funds for all the fraud charges were returned to our account. Total returned was {$3200.00} Friday, XX/XX/XXXX : I logged into our bank account to view our transactions, and immediately see that there is a big problem. All of the fraud transactions that had been reversed on our account are back again- and the money was removed from our account. We were not contacted by telephone or by mail about this- the money- totaling to {$3200.00} was just removed from our account. The new transactions read as follows. 

Reversal : XXXX XXXX XXXX  XXXX XXXX ClaimID XXXX - {$75.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX - {$230.00} Reversal XXXX # XXXX XXXX IL XXXX XXXX - {$490.00} Reversal XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX - {$640.00} Reversal XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX - {$900.00} Reversal XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX - {$900.00} We called Chase back, and they said their decision was final. We believe that Chase Bank 's poor controls were the reason the fraudsters were able to get away with this crime and that we should not be held accountable for this.

Company response to consumer: Closed with explanation