Consumer complaint received 2024-04-18
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (NJ)

Here is a summary of the unauthorized transfers and withdrawals happened to my and my college sons two checking and two saving accounts ( more details in CFPB XXXX ). On XX/XX/XXXX, four unauthorized transfers from my checking accounts to other three accounts and then four withdrawals made from all those four accounts. I reported to Chase XXXX the same day and filed four fraud claims. In the meantime I set up/changed a verbal password and two new access secret questions with the help from Chase telephone team. That night, I also set up alerts for any activities/changes in my Chase accounts. On XX/XX/XXXX, I visited Chase again asking for updates of my claims. Chase XXXX XXXX XXXX XXXX created four new accounts with the balances of old frozen accounts transferred so that I could use. The next day, XX/XX/XXXX, four unauthorized transfers and withdrawals, using the same methods as for the old accounts, committed to those new accounts. A total of {$50000.00} are stolen from me and my son. 

After all these happened, Chase has kept changing its story to cover its wrong doings. 

1. On XX/XX/XXXX, XXXX XXXX told me the withdrawals happened on XX/XX/XXXX were at Chase XXXX XXXX at Florida. After the second sets of withdrawals happened on XX/XX/XXXX, I reported to XXXX Police Department. After a talk with Chase XXXX, XXXX XXXX told me six of the eight withdrawals were happened at Florida and the other two at XXXX. When I talked with XXXX XXXX XXXX, Chase XXXX department staff on XX/XX/XXXX, I was told all the withdrawals happened in XXXX. 

2. In the Final Letter that Chase responded to my claim made to XXXX on XX/XX/XXXX, Chase stated The transactions were not deemed suspicious because the person who withdrew the funds and changed the PIN to the debit card was identified using a photo ID. I went to XXXX  XXXX XXXX XXXX and XXXX confirmed that no copy of my drivers license was issued after my renewal in XXXX and no mailing address change. After I convey this information to XXXX XXXX XXXX, she started to say the fraud used a photo ID and a Chase debit card. I had my debit card all the time : last used at Chase XXXX ATM on XXXX XXXX using my pin ; on XX/XX/XXXX when I was at Chase XXXX XXXX to report the frauds and found out my pin was changed ; used the debit card as one of the identifications at Chase XXXX every time when I visited the branch. It was shredded by XXXX XXXX on XX/XX/XXXX. 

3. Chase refuses to provide information to XXXX Police Department. XXXX XXXX sent a subpoena to Chase for the videos and other information related to all XXXX illegal withdrawals on XX/XX/XXXX. However, Chase had not responded to the subpoena as of XX/XX/XXXX when I last talked to XXXX XXXX. 

Chase needs to investigate how a fraud could make a fake debit card and fooled Chase card read machines ; investigate how frauds could get my/my college sons account information in less than XXXX hours when the accounts were created ; review its banking procedures for accessing account, making transfers and cash withdrawals without two-factor authentication/any cellphone text or email to account owners ; Investigate if Chase changes its story because someone inside Chase is changing the records ; respond to police subpoenas in a timely manner.