Consumer complaint received 2022-02-10
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have business and personal accounts and credit cards with Chase. The fraud occurred on my business account which has been open since XX/XX/XXXX. On XX/XX/XXXX at XXXX, I was sent an email from Chase notifying me that they processed my request to change my email address. I did not request to change my email address. I tried to log into my Chase app with my Face  ID and could not get into my account. I went home to try to log in on my computer, and I still could not get into my Chase account. My password was not working. Upon trying to reset the password, I was given an option to have a code texted to my cell number. There was an additional number on my profile ending in XXXX. ( See attached ) This number does not belong to me, and I dont know who it belongs to. This number was added to my account by the person who illegally accessed my account. When I got into my account online, there was also a XXXX email address added to my account that does not belong to me ( see attached ). There were no fraudulent transactions made on my account at this time. I removed the email and phone number that was added to my account. I contacted Chase, and they shut down online access and instructed me to go to the branch the next day with two forms of ID to get access to the account online. On XX/XX/XXXX, I went into a Chase branch and spoke with a banker. I showed my two forms of ID, and we set up a new password for my account. On the evening of XX/XX/XXXX, I tried to log into my Chase app with my Face ID on my cell phone and was not able to get into my account. I tried again on my computer and was still not able to get into my account. I reset the password and logged into my account. There were 7 Online ACH Payments made on my account, totaling {$10000.00} ( see attached ). Individually, the charges were {$500.00}, {$500.00}, {$1000.00}, {$3000.00}, {$3300.00}, {$990.00}, {$990.00}. The {$3000.00} and {$3300.00} Online ACH Payments were automatically returned by Chase as they suspected fraud ( reflected in blue on the 1-24 screenshot attached ). This left the total fraudulent Online ACH Payments at {$3900.00}. I transferred the balance {$7200.00} left in my account to my credit union to avoid any other transactions being made. I did not see any new emails or phone numbers tied to my account at this time. All of my alerts within my account were turned off, so I was not notified of any transactions or low balance alerts which I previously had set. I contacted Chase and we turned off the online access again. Claims and Fraud departments were closed at this time. On the morning of XX/XX/XXXX, I called Chase and filed a claim with them over the phone. After that, I went back into the branch, and spoke with the same banker. He first suggested that I open a new account, but then he said the new account would be tied to my existing profile so it wouldnt help. He said hes seen this before and that Chase wont help, and that I should open an account at a new bank. I set up a completely new email address, not attached to anything, and we set up completely new usernames and passwords while I was at the bank. When I left the branch, I went to open a new bank account for my business with another bank. Chase temporarily refunded the fraudulent charges totaling {$3900.00} for the following XX/XX/XXXX transactions ( {$500.00}, {$500.00}, {$1000.00}, {$990.00}, {$990.00} ). I ran a Malware check on my computer and there was nothing. I added all notifications back to my account and also added the ACH approval and other recommendations Chase makes to protect your accounts. I also added 2 factor authentication to all my emails and accounts. I consistently get paid by vendors and it takes time to transition those payments so there was still a small amount of money in the account. On XX/XX/XXXX, my account was accessed yet AGAIN! I received a text notification that my balance was below {$500.00}. When I tried to log into my account, I couldnt. I reset the password and logged into my account. This time there was an additional email added onto my account. ( See attached ). There was also 6 Online ACH payments made to one individual totaling {$5100.00}. Individually, the Online ACH Payments were {$990.00}, {$1000.00}, {$980.00}, {$1000.00}, {$900.00}, and {$300.00} ( see attached ). All of the alerts except the one I received letting me know the account was under {$500.00} were turned off my account as well as the ACH approval that I just put in place. I contacted Chase immediately, and they were able to reverse the charges before they fully processed. These charges didnt go through because I caught them fast enough and the fraud department was still open. Chase shut down the online access again, and it has been shut down since XX/XX/XXXX as I dont trust it anymore. I have had to handle all my banking needs in person. On. XX/XX/XXXX, I received a text message that my account balance was $ XXXX. I immediately went into a branch to see what happened, and Chase had reversed the {$3900.00} that was fraudulently taken from my account on XX/XX/XXXX for amounts {$500.00}, {$500.00}, {$1000.00}, {$3000.00}, {$3300.00}, {$990.00}, {$990.00}. The international call center rep with limited English that we were connected with in the bank branch couldnt offer any information except that they were sorry for my inconvenience 50 times and the claim was denied. No detail whatsoever. So I went home and contacted Chase and was left on hold for 1hr 51 minutes ( see attached ) with no representative ever coming back to the phone. I called from another phone and was on hold for 3hr 3 minutes ( see attached ) with no representative ever coming back to the phone.. Simultaneously, I went to the bank branch near me, and after a 30 minute wait, one of the bankers called and was able to get a supervisor in the claims department on the phone. At XXXX, I spoke with the supervisor who could clearly see that this was obvious fraud on my account, and she said she was going to get the claim re-opened. She also said that the claim was denied because there was a new device added to my profile before the claim was filed. I told her the two devices that I use on my profile and if there was another one added that was fraudulent. She also said the claim was denied because there was insufficient documents to support the claim was valid. Chase never notified me if they needed additional documents. The supervisor put me on hold to get the case re-opened, and after 15 minutes of being on hold, the call was dropped. The branch was already closed at this time as it was after XXXX. So defeated again, I went home to try again the next day. The next morning, XX/XX/XXXX at XXXX ( see attached ), I called Chase again and spoke with a supervisor who agreed that the case should be re-opened, and she re-opened my claim. This has consumed both my life and business for the last 3 weeks. I have not been able to operate my business, I can not receive my vendor payments, I can not focus. The way I have been treated as if I am the criminal has me in disbelief. Financially, as a small business I can not sustain these losses. I can not pay my vendors and team because of what has happened to my account. I have spent countless hours, lost sleep been highly stressed, and as someone with lupus, this stress can be detrimental. There were so many red flags for Chase to flag these charges. The changing of emails, phone numbers, passwords and removing alerts should have flagged my account. All the sudden ACH payments should have flagged my account. I never make ACH payments from my account. That is simply not typical account behavior for me. Why would I pay the same person 7 times in a row? There were too many red flags, and Chase is absolutely not protecting its clients. Consumers are not safe here. Chase is on the side of the scammers. Where are the checks and balances? I have had my accounts for 7 9 years between them. I have credit cards with Chase, I have good credit, I have a business. Why would I jeopardize my own accounts? Now, I will be forced to go into a legal battle with a huge financial institution. I have more than enough documents to prove my case, especially, since Chase flagged two of the charges as fraud themselves. Chase is absolutely negligent in protecting their customers and in their fraud protocols and approval process.

Company response to consumer: Closed with monetary relief