Consumer complaint received 2024-04-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
On XX/XX/XXXX, my XXXX was stolen in XXXX, XXXX around XXXX PTC . The thieves were able to get my passcode to my phone. This granted them access to my Chase account as they were able to login using the phone passcode they had stolen ( bypassing the need to put in my chase username and password ). 
Upon noticing my phone was stolen, I immediately called Chase bank to shut down access to my account to prevent any money being stolen. This was at XXXX PT. 
The thieves were able to gain access to my account at XXXX themselves XXXX dollars at XXXX and XXXX dollars at XXXX ( but this payment did not process until XXXX PT ). Chase shut down mobile access to my account at approx. XXXX PT. On this recorded phone call, I asked whether any transactions had been made. They responded that a XXXX XXXX transaction had occurred. I immediately filed a fraud claim on this. Chase did not mention the XXXX dollar XXXX transaction. 
After calling various banks and then the police dept of XXXX, I then went to the police dept and filed an official police report. In the police report, they stated that my phone had been stolen and that XXXX dollars had been stolen from my chase account. The police even tried to search for the phone and find the people responsible but were unable to. At the time of filing the police report, I was unaware of the XXXX dollars transaction as I had no access to my own account and chase did not mention it. 
After returning from XXXX, I went to a Chase location in XXXX XXXX to fax the police report to claims department at Chase. At the Chase location, I was informed that there was a transaction for XXXX dollars that was processed at XXXX on XX/XX/XXXX ( hours after my account was supposed to have been closed ). I immediately filed a second fraud claim on this transaction as well as submitted the police report. 
A week later, I received mobile letters from Chase that they were denying both fraud claims. I called the claims department and they claimed that they did not find sufficient evidence of fraud. However, there is an abundance of evidence. Especially for the XXXX dollar claim, which I am unclear as to how it was even allowed to process when I had already called hours earlier to stop any transactions happening on that account. 

As for the abundance of evidence I have the following : - The police report stating in detail what occurred - The fact it was in a foreign country- XXXX payments that far exceeded amounts that I normally send - XXXX payments to foreign people whom I never had sent money to before - Phone call records showing that I called 15min after the first transaction ( with recording showing I didnt even know the transaction had taken place ) - The account supposedly being locked when the second transaction was allowed to process - Suspicious activity from my other financial institutions ( that luckily were not allowed to process )

Company response to consumer: Closed with explanation