Consumer complaint received 2019-01-25
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO. (AZ)

Complaint:
On XX/XX/XXXX, my JPMorganChase checking account was hacked in the amount of XXXX in two separate transactions. I was never informed of this by Chase. Due to the fact that I check all my bank accounts daily, I personally caught this while the transactions were still pending. When I called the Chase hotline, a woman named XXXX  told me that she would halt the transactions, freeze my account, and begin an investigation that I requested, and that the only thing left for me to do was to go to the branch and open a new account. Unfortunately, most of what she said was a lie. When I arrived at the branch after work that day, XXXX XXXX, the branch manager, informed that the only thing XXXX had done was halt the transactions. This meant my account was open to the thieves the entire day! It took XXXX and myself 4 hours to sort through the mess, and I also insisted on an official investigation, not only because of XXXX 's lack of truthfulness but also because no one at Chase caught this egregious invasion. When I asked XXXX about that, she said it was normal activity for me. I then asked her when the last time was that my account was under {$10000.00}, and the answer was never. These transactions took it down to just over {$300.00} - not normal activity at all. The investigation number is XXXX XXXX. After less than a week, the investigator told me the investigation was over, and Chase had no wrongdoing. When I asked him how it happened, he said he did not know. Yet he refused to investigate further. I considered leaving Chase at that time but decided to give them another chance. 
On XX/XX/XXXX, I was locked out of online access. Each time I attempted to enter, the message stated that I was entering the incorrect password. I knew this was not true. 
After 20 minutes on the phone and several transfers, I was told that my online access was blocked because someone else tried to enter as me. When I asked why I was never informed of this attempted invasion, and also why the only message I got was about a wrong password, I was told they didn't know, I should have been informed, and they apologized. 
On XX/XX/XXXX, I logged in again only to find, in my new checking account that was less than a month old, an unauthorized withdrawal of a little over {$5700.00}. Again, I was never informed of this but caught it myself while it was still pending, again because I check every day. When I called the same number that XXXX had answered previously, I was informed that all they could do was stop the transaction, and I needed to contact their fraud department for the rest, and they were not open that early. Why didn't XXXX tell me that the first time? Why didn't the fraud department contact me instead of the other way around? I did as directed, and was told I needed to once again go to the branch to get my own money back. When I then did a little research, I found that a Chase banker had been convicted of selling consumer information less than 6 months ago. That's when I realized this is what had happened to me. When I got to the branch, I told XXXX  I needed to close all accounts and leave Chase, and that I insisted on an internal investigation, daily updates, and financial remuneration, as it was obviously a Chase employee doing all this. Not only did her superiors refuse all of that but, to add insult to injury, they insisted I come back the next day after the pending charge was dropped to get my {$5700.00} back, and they refused to return it that day. 
In summary, I have been violated twice within a month by a Chase employee, yet they quickly dropped an investigation despite a lack of results, refused to start a second one, and are doing their best to cover up the entire situation. In addition, the level of incompetence is high and is system-wide, including Personal Banking, online access and internal investigations. They are guilty of fraud, cover-up and breach of fiduciary responsiblilty. Please take action to stop this behavior.

Company response to consumer: Closed with explanation