Consumer complaint received 2024-03-18
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (MO)

BACKGROUND INFO : On XX/XX/2024, my wife received an email which she thought was from Chase. We'd been waiting for correspondence on a RE-Dispute and were anxious to know the status. She briefly scanned the email which advised an update was performed, that could view the letter at Chase.com in the letters and notices section, the place where we were expecting to hear updates on the dispute. She regrettable clicked the link and entered our login information. Suddenly realizing her potential mistake, she returned to the email, read it thoroughly, and determined it was a phishing attempt. She quickly opened a new tab, successfully logged into our account and changed the password and user name. 

CONTACT W/CHASE ( as from my wife ) : Immediately after changing the password and login information, I called Chase using the number provided on the back of my card. 

My conversation with Representative # XXXX began at XXXX XXXX XXXXXXXX time on XX/XX/2024. I detailed my predicament and concerns, to which the representative appeared to react urgently, as if observing real-time THREATENING activity on my account. I explained that Id changed my Login user name and password, in the event he was seeing " my '' activity. He didnt have any response to that. 

The representative was very rushed in his responses, saying " we thank you for your prompt reaction to this... we need to take care of it ... '' He asked for my FULL account number. He then began making alarming comments like, Yes, I see, them, somebodys trying to steal your identity... 
Yes, somebodys trying to take over your account right now. 
" Were going to be talking to them All of your credit cards will likely be compromised The representative was speaking in a rushed and hushed tone and as if he was relaying a threatening situation that he was witnessing firsthand on my account ( s ).

He repeatedly said 10 seconds please, and Im trying 10 seconds please and I would wait for him to return only to make another worrisome comment and then 10 seconds please. I was confused and alarmed by the interaction. It all seemed very bizarre. 

I was shocked and my stress level became extremely heightened by the comments he was making at the same time I didnt want to question him or ask any questions as it seemed he was really racing on my behalf to stop the perpetrator ( s ). At one point, I did question him ( because I was surprised and shocked ), you can SEE someone in my accounts?! To which he replied Yes, someones doing something someones trying to do something 10 seconds please. 

While I was calm in my demeanor, his comments and behavior had me in extreme panic. He then asked for my social security number or the business TIN number. His tone suggested that he was having difficulty securing my accounts and that he needed this information to do so. I was uncomfortable with the request, as I felt that information was in their system and that I should only need to verify the last four of either. But my worry over the phishing scam and ( XXXX ) the urgent tone of the agent along with his very ALARMING comments, insinuating identity theft attempts and imminent danger to my accounts, made me feel it was necessary to deliver one of these numbers. I very quickly rattled off our business TIN number. 

He asked me to repeat it and stated Im actually WRITING IT DOWN I need to get this to someone.

Then after getting this information and on one of the 10 seconds please holds, I was suddenly re-routed as if I was just calling in. A new representative answered without any hand-off from Representative # 1, nor any knowledge of why I was calling. I was starting from scratch. 

Overwhelmed by stress and confusion everything so bizarre I started to second guess whether Id called the number on the back of the card. Chase now seemed like the hacker ( s )! And that is what I told the 2nd representative. After briefly detailing the previous conversation and the representative 's bizarre behavior, I said I feel like Im talking to the hackers now! He chuckled a bit and attempted to alleviate my distress by assuring me you called the number on the back of your card. I had to take a few moments to think it through and confirm that yes, I called the number on the back of the card. My phone log records also confirm this ( see attachment ).

This 2nd representative also assured me this is Chase youre protected. I cant recall if I had to provide him any information to access my account, my brain was on overload with the stress, but it seemed like he could see my account without me providing further details. He assured me the account was now secured. Though he didnt make the same alarming comments aside from stating that the worst part of the situation was that the hacker ( s ) had my email address. He explained that the reason I was transferred is because Representative # 1 belonged to a department that closes at around the time of my call ( this would suggest Id been on the phone with Representative # 1 for at least 6 minutes ).

Representative # 2 advised I would need to call back tomorrow and ask for the CPG ( Consumer Protection Group ). He said everything was okay, that my account was now locked and that, in fact, none of my cards could be used that theyd probably issue all new cards.

Im leaving out the remainder of my experience with Chase as it relates to the Phishing email, because my grievance relates to my experience with Representative # 1. His behavior was deeply concerning, marked by suspicious conduct and the solicitation and acquisition of personal information, specifically my business identification number ( TIN ).

Rather than safeguarding my interests as a cardholder, it appears that I fell prey to a rogue Chase representative that day XX/XX/2024 at XXXX XXXX. 

On XX/XX/2024, at XXXX XXXX  XXXX time, my husband and I contacted Chase to express our profound concern regarding the compromise of our personal information and the unusual behavior of the representative. We requested an investigation into the matter and anticipated a serious response ( i.e. a phone call assuring us that something was being done ). Despite the gravity of our concerns, Chase has yet to reach out to us. 

Additionally, we lodged a message via Chases online secured messaging platform, querying the appropriateness of the representatives conduct. We received reply message ( no phone call ) that they were unable to track the details of the call on XX/XX/2024 at XXXX XXXX XXXXXXXX time. They also stated they dont ask for business Tax Identification Number '' and " there is no notes or information about someone trying to steal your identity. This response only RE-AFFRIMED our concerns. Based on their response, the Representative conducted himself in a manner that was against their policy. HE NOW HAS OUR BUSINESS IDENTIFICATION NUMBER ( TIN ). He " wrote it down. '' Chase has an internal problem and consumers/cardholders are at risk. 

Regrettably, Chase has made no further attempts to address our concerns or provide reassurance. We remain apprehensive about the compromise of our business tax ID and potential future repercussions of identity theft. Chases inadequate response to our distress is deeply troubling. 

It's important Chase take responsibility for protecting its customers from fraudulent activities, including those perpetrated by its own representative.