Consumer complaint received 2024-05-24 00:00:00
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.
State: CA

Complaint narrative:
On XX/XX/XXXX, I received a Chase Bank XXXX XXXX text at XXXX pm for {$480.00} on my Debit card ending in XXXX. I responded to Chase text " NO '' because I did not make this XXXX purchase nor made any XXXX purchases this day. I checked my bank account and saw there were 4 additional unauthorized purchases. Unauthorized purchases with my debit card included, online XXXX XXXX for XXXX ( {$45.00} ), XXXX XXXX ( {$34.00} ), XXXX XXXX ( {$25.00} ), and another Online XXXX purchase ( {$320.00} ). I took my work break, called Chase Bank at XXXX, and reported all unauthorized online purchases. I do not have a XXXX XXXX Online Account. I also received an email from XXXX for an email account that I never used for XXXX. I assumed it was a phishing email because this email address gets a lot of spam. 

I eventually realized that my identity was also stolen because someone created a false XXXX account and a false XXXX XXXX account using my name, current address, debit card and an old email account that I do not use for XXXX. 

The following fraudulent transactions from XX/XX/XXXX posted on my Chase bank account on XX/XX/XXXX. These transactions were refunded by Chase Bank on XX/XX/XXXX : XXXX XXXX {$47.00} XXXX XXXX XXXX {$34.00} XXXX XXXX {$25.00} The following fraudulent transactions from XX/XX/XXXX never posted to my Chase bank account. The XXXX transaction of {$320.00} was pending but never posted. The XXXX transaction of {$480.00} was never pending nor did it post to my Chase bank account. Note that Chase Bank sent a fraud alert for the {$480.00} transaction on XX/XX/XXXX. 
XXXX {$320.00} XXXX {$480.00} XX/XX/XXXX : Chase posted a miscellaneous debit to my account under XX/XX/XXXX XXXX ... for the amount of {$320.00}. 
I called Chase Bank again, that {$320.00} was an unauthorized transaction, and I have already reported this on XX/XX/XXXX. Chase XXXX informed me that this was an error from the fraud claim on XX/XX/XXXX and that they would refund the money. The money was refunded to my Chase Bank account on XX/XX/XXXX and I assumed this was resolved. 

XX/XX/XXXX : Chase Bank posted a withdrawal to my account for {$320.00}. My husband and I called Chase again to dispute again. Chase notified us that XXXX has proof that we picked up the XXXX item orderered and that they would not refund our money. Chase Bank informed us to contact XXXX to get our money back. 

Note : After some research we found that the {$1.00} difference from the XX/XX/XXXX XXXX fraud transaction of {$320.00} from dates XX/XX/XXXX and XX/XX/XXXX posted amounts of {$320.00} is a bag fee that XXXX initially charges and then XXXX refunds. 

I have a XXXX account, however it is under a different email address. My XXXX account was opened on XX/XX/XXXX. This account is still active and the latest purchase I made with this account was on XX/XX/XXXX. When I was initially alerted about the fraud, I was surprised because the orders that I was receiving fraud alerts were not under my XXXX account. 

I was able to obtain access to the fraudulent XXXX account by entering a forgot password request. The fraudulent XXXX account was created on XX/XX/XXXX which is the day the fraud transaction took place. The XXXX order from Chase fraud alert in the amount of {$480.00}, is still listed in the XXXX because the order was never processed due to the item was flagged as fraud. The XXXX XXXX order ( {$320.00} ), under a the fraud XXXX account, was picked up by an unknown criminal at a XXXX on the other side of XXXX location on XX/XX/XXXX around XXXX. 

Chase has also refused to comply with the XXXX XXXX XXXX ( FTC ) even though we notified them of the fraud the same day of the transactions and multiple times after XX/XX/XXXX. FTC XXXX law states that the maximum amount that I can be held liable for is {$50.00} based upon the timeline for which the fraud was reported. This law is even listed on the Chase Bank XXXX Account XXXX and Privacy Notice on page XXXX under Chapter XXXX, section D, subsection XXXX As Notice of your rights and liabilities for personal accounts only. Our report of fraud has already gone to the Chase XXXX office which also denied our claim because of the evidence which XXXX provided to Chase. We requested Chase Bank to provide a copy of all evidence from Targets claim regarding the proof of transaction. Chase never provided any evidence. 

Other timelines below : XX/XX/XXXX : Reported fraud and identity theft online to local Police Department. 
XX/XX/XXXX : Reported identity theft on XXXX. 
XX/XX/XXXX : Reported JPMorgan Chase Bank to XXXX. 
XX/XX/XXXX : XXXX from Chase XXXX XXXX left a voicemail basically informing that they received complaint from Better Business Bureau and she will give me another call back once she has this reviewed again by claims. 
XX/XX/XXXX : XXXX from Chase XXXX XXXX called back and left a voicemail basically informing the XXXX merchant charge claim is being denied, closing out case since research completed, and to call back XXXX office for assistance. My husband called XXXX back, left XXXX a message to call back, and XXXX from Chase XXXX XXXX or Chase failed to call back. Chase XXXX office number was XXXX. 
XX/XX/XXXX : My husband called Targets fraud department and transferred to a man named XXXX. XXXX stated that the XXXX fraud case is closed and no further investigation will be performed. XXXX directed husband to go to the store to view the video. 
XX/XX/XXXX @ XXXX : XXXX Police XXXX transferred to Detective and husband left him a voicemail which was never returned. 
XX/XX/XXXX @ XXXX : My husband and I went to XXXX, where the fraud transaction took place. Spoke to XXXX. XXXX advised to return XXXX for assistance. 
At XXXX, husband and I returned to XXXX XXXX location, met with XXXX XXXX XXXX XXXX to provide us information/video about the order pick up. XXXX spoke to her Security XXXX and they could not provide video because they only keep video recordings for 30 days. I asked XXXX with the XXXX XXXX staff if they verify IDs during online order pickups and they said No. XXXX was not able to assist us further as well. 
XX/XX/XXXX : XXXX Police XXXX emailed me back regarding my police report of Identity Theft and XXXX. Basically, unknown suspect ( XXXX ) has obtained my information, I will continue to be to be a victim of ID theft, and important information to try and protect my identity. I decided to rarely use my Chase XXXX XXXX and not use it for any online purchases because I do not trust Chase Bank. 

Evidently, I am the victim of a crime/fraud/identity theft. Chase Bank notified me of the crime as it was taking place but refuses to acknowledge that this crime actually happened. For the 5 transactions, a total of {$920.00} was stolen from my account on XX/XX/XXXX. I filed a fraud claim and Chase refunded an amount of {$590.00}, but refuses to refund the amount of {$320.00}. 

I have spent many hours with Chase and XXXX without a resolution. All of this time and stress is completely unnecessary. I am requesting Chase Bank to honor federal law, their own XXXX XXXX, and refund my rightful money of {$320.00}.

Company response to consumer: Closed with monetary relief