Consumer complaint received 2022-09-19
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I noticed that there were two transactions taken from my XXXX XXXX XXXX checking account by XXXX. I immediately interrogated my son about these transactions and he was not aware of them. One was for {$5.00} and one for {$190.00} to someone named XXXX at XXXX. I immediately notified Chase Bank 's Fraud department about this. In this entire process, I have only received one notification from Chase about the provisional credit that they gave us while they investigated. I noticed on XX/XX/XXXX they reversed the provisional credit. I went into a branch in XXXX XXXX, MI to inquire about this only to be told that it was denied due to face recognition. During this branch visit, the branch representative had asked me to leave his cubicle to question my XXXX XXXX XXXX son. I left the bank and called Chase XXXXs fraud department again and spoke with a supervisor who pretty much told me there was nothing else they could do and that I would have to call XXXX since it was the device used. I called XXXX but there was nothing they could do unless this took place using XXXX XXXX. I even tried XXXX but they told me that because it was not done directly through the XXXX app that I would have to go to the bank. I tried the Chase fraud department again and got someone that gave me more information into the details and timeline of the two transactions. She said that I could resubmit my claim if I could provide biometrics from XXXX to back up the timeline. XXXX said they do not keep the biometrics for face recognition but analytics could be pulled but then Chase would need to have someone that could read coding. I instead pulled data records from XXXX since Chase said that was the recognized device. At the time of the two transactions, there is no data used, which would have been the case if he was using the Chase app. I also noticed that there was a number that sent a text at the same time Chase stated that the withdrawals occurred ( XXXX ) XXXX and I called it and it came up as a XXXX number. I have XXXX  the number and people have said that it is a number stating Chase Bank. I also provided them with my son 's device ID, which did not match the device ID that they claimed was used. I went to the branch I had originally opened the account last year and XXXX at the branch assisted me. I explained the situation to him and he was very helpful and said that he would submit the documentation to the fraud department and set up a call on Saturday to verify that the documents were received. On Saturday, XXXX hosted the call with the fraud department and the fraud department said that they had not received the documentation and stated that there must be a glitch in their system. XXXX submitted them again and followed up with me on Wednesday, XX/XX/XXXX and confirmed that the fraud department received them. I called the Fraud department on Thursday, XX/XX/XXXX to follow up with the claim and I was told that they rejected the claim again as there is no evidence that this was fraud. I am extremely upset by this. On XX/XX/XXXX, I submitted more documentation of my sons text log from his phone, which contained this XXXX number ( XXXX ) XXXX as only received and my son did not respond to it. I called on XXXX to make sure they received the documentation and they did and they once again denied the claim. I personally have over 20 years in banking and have handle these types of situations before and the way that these unauthorized withdrawals from XXXX XXXX XXXX XXXX XXXX account took place are the typical actions that occur when it is fraud. It is very disturbing that anyone can steal your money at any given time and your identity. The fact that I have not received, in writing, of the denial of both claims appears to me that Chase is in violation of Regulation E.

Company response to consumer: Closed with explanation