Consumer complaint received 2024-02-13
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO. (TX)

On the evening of XX/XX/XXXX, going into XX/XX/XXXX, I was a victim of a violent and well-planned crime in XXXX, AZ. My phone, XXXX XXXX and XXXX XXXX were all stolen. My XXXX ID was compromised within the hour, and my checking and savings accounts depleted, along with fraudulent charges on numerous credit cards. 

Upon discovering the theft, I promptly attempted to log into XXXX to mark my phone as stolen and contacted my bank to freeze the XXXX. Unfortunately, I encountered difficulty accessing my XXXX account, which appeared to be locked. Complicating matters, all two-factor authentication codes were being sent to the stolen device, preventing me from retrieving the code necessary to change my XXXX ID password or access my bank accounts. 

In an effort to regain access, I obtained a new XXXX card from XXXX XXXX XXXX and sought assistance from the XXXX XXXX in XXXX to retrieve the code on XX/XX/XXXX. However, upon obtaining the code and attempting to log into XXXX, I discovered that the hacker had set up a 28-digit account recovery code, inaccessible to me. XXXX 's response to this situation was disheartening, offering no recourse for recovery without the 28-digit code. This vulnerability raises significant concerns about XXXX 's security measures, particularly given the absence of announcements or additional security measures for creating such codes. 

After further investigation, XXXX XXXX XXXX was able to reset my stolen phone to factory settings, removing all personal information. This wasn't until XX/XX/XXXX that the phone was reset. Curiously, this action was achievable by the service provider while XXXX, the device manufacturer, purportedly lacked the capability. Unfortunately, my experience with XXXX representatives was unhelpful and left me feeling stranded once again. 

Upon regaining access to my accounts with the new XXXX card, I discovered over {$65000.00} in fraudulent charges across my credit cards, along with depletion of my checking and savings accounts via XXXX XXXX. I immediately reported these fraudulent activities to my banks and filed a police report with the XXXX Police Department. However, resolving issues with my XXXXXXXX XXXX proved to be challenging due to the lack of online access to my XXXXXXXX XXXX  account without my XXXX ID. 

Further investigation revealed additional unauthorized credit cards added to my XXXX XXXX  allowing the hacker to transfer funds with minimal security measures. Additionally, passwords saved in my keychain were accessible on my phone without additional security measures once the device was unlocked, highlighting significant security vulnerabilities. The hacker also tried applying for a XXXX credit cards which I immediately called the providers stating it was not initiated by me. This then led me to call all three credit bureaus and freeze my accounts for any future credit applications. 

Still pending all claims associated with XXXX XXXX, XXXXXXXX XXXX  ( XXXX XXXX ), Chase Bank recently denied my claims. {$2200.00} was transfered from my Savings Account to my Checking Account. From there, {$4800.00}, {$4800.00}, and {$200.00} was sent to XXXXXXXX XXXX which was then used to purchase : XXXXXXXX XXXX XXXX XXXXXX/XX/2024 {$5.00} XXXX XXXX XXXX XXXX  XX/XX/2024 {$3400.00} XXXX XXXX XXXX  XXXX XX/XX/2024 {$1500.00} XXXX XXXX XXXX XXXXXXXX XX/XX/2024 {$1700.00} XXXX XXXX XXXX XXXX XXXXXX/XX/2024 {$3400.00} Totaling Amount : {$10000.00} After reaching out to the fraud department countless times, each representative I spoke with was rude, unwilling to help and many of them actually hung up the phone when asked to be directed to a higher representative/manager or even asking for their name and ID #. It seemed very imprecise that all credit card fraudulent charges disappears from my Chase Account, but the actual cash in the debit and savings account was the only thing being denied. Staying persistent, I kept reaching back out to the fraudulent claim department. 

Chase has been incredibly unhelpful and insensitive to my situation and many representatives even stated There are no indications of fraud, and we believe you make these withdrawals. I am a XXXX XXXX XXXX, which I have to follow many regulations and rules accordingly. This is not something I would ever deceptively state, and to have a response tell me that was shocking. The entire time I have had an account established with Chase, show no indication of a withdrawal requests in the full amount of my checking and savings account. There are very predictive and repetitive spending patterns that they unwilling think to review. Why would I deplete my entire checking and savings account to XXXX XXXX and turn around and go spend it across 3 different XXXX XXXX Another transaction was even set to auto pay on my debit account going directly to my XXXX XXXX on XX/XX/XXXX after the fact the XXXX XXXX was already closed and unlinked from my account. This led me to then have to change my account numbers associated with my checking and savings account. 

I even provided the Chase representative I spoke with in person ( XXXX XXXX XXXX, XXXX, XXXX ID : XXXX ) statements from XXXX XXXX reflecting the withdrawal amounts, dispute numbers for all XXXX XXXX transactions, and even a phone record pulled showing the calls made from my stolen device. There were 3 calls made to Chase from my stolen device with one of them lasting 14 minutes. She claimed to have faxed them in to the fraud department.

The transaction dates for all purchases and withdrawals were made after my phone was stolen and when I was physically back in XXXX, TX which was on XXXX. I dont understand what other evidence is needed? Each representative continues to refuse me from opening a new claim and even getting information regarding the claim complaint I submitted. I truly do not understand how this is allowed on their end. 

As it stands, Chase is refusing to honor my claim of fraudulent transactions and make me whole based on their position that I have not proven that the purchases and withdrawals were not fraudulent. 

All pending claims with XXXX are still in process, meaning I can only wait to see what they report. The XXXX XXXX totaled : {$24000.00} which was all used for XXXX Purchases. This is extremely difficult due to my XXXX ID being hacked and a 28 digit code set preventing me from ever accessing it again. I was only provided individual dispute numbers for the charges because I do not have access to my XXXX ID or phone associated with it, I have no way to see any charges as it is all stored in the " XXXX XXXX  '' associated with your XXXX ID. I created a spreadsheet of each dispute that I received individually below. 

XXXX XXXX Fraud Report Transaction Date Dispute # Merchant Name Dispute Amount XXXX XXXX XXXX XXXX {$85.00} XXXX XXXX XXXX XXXX  {$540.00} XXXX XXXX XXXX XXXX {$3900.00} XXXX XXXX XXXX XXXX {$540.00} XXXX XXXX XXXX XXXX {$320.00} XXXX XXXX XXXX XXXX {$540.00} XXXX XXXX XXXX XXXX  {$3400.00} XXXX XXXXXXXX XXXX XXXX {$1700.00} XXXX XXXX XXXX XXXX {$320.00} XXXX XXXX XXXX XXXX {$3400.00} XXXX XXXXXXXX XXXX XXXX {$140.00} XXXX XXXX XXXX XXXX  {$3900.00} XXXX XXXX XXXX XXXXXXXX XXXX {$2100.00} XXXX XXXX XXXX XXXX XXXX {$7.00} XXXX XXXX XXXX XXXX XXXX {$1100.00} XXXX XXXX XXXX XXXX XXXX {$1700.00} {$24000.00}