Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On Monday XX/XX/XXXX, I went in-person to a Chase Bank XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX where I deposited a check of {$20000.00} into my account, with a teller whose name began with XXXX - maybe XXXX? But who was listed as XXXX on my receipt. I also asked about depositing an older check of {$5000.00}, but was told it would have to be reissued. I'm noting this because it alerted the teller that there were significant available funds in my account. Given the limited nature of the " hacking '' to my Chase account only, it was possibly an internal employee at Chase who used my bank account to transfer money to his or her own account. 

On Tuesday XX/XX/2025, I began receiving hundreds of spam emails ( a " spam bombing '' or " list bombing '' ) in my general inbox ( not filtered out to Spam ), signing me up for or confirming subscriptions to online newsletters or shopping accounts. I believe this intentional spamming was an attempt to flood my email so that I would not recognize alert notifications from financial institutions regarding suspicious online banking activity. 

On Wednesday XX/XX/2025, someone was able to access my online Chase Bank account. None of my other accounts have been accessed. This hacker then added a new " XXXX XXXX '' for an XXXX XXXX held by XXXX XXXX Bank. I do not have an XXXX XXXX nor do I have any XXXX accounts, nor do I have any accounts with XXXX XXXX, nor have I ever paid any money to any accounts on behalf of anyone else. I have no authorized users on any of my financial accounts besides myself. I do not allow anyone else to access my computer or phone, and my computer and phone were not stolen or out of my possession. The hacker then sent a " XXXX XXXX '' to this new " XXXX XXXX '' using my checking account. 

Chase Bank did not send me an alert notification of a new " XXXX XXXX '' until XXXX hours after the " XXXX XXXX '' had been added and the " XXXX XXXX '' had been sent, so I had no way to dispute this transaction with my bank while it was still pending. I got a notification of a new " XXXX XXXX '' added to my account on Thursday, XX/XX/2025 - a day after the payee had actually been added and the payment transaction had already occurred. This transaction was in the amount of {$4900.00} - about half of my total checking account. This same hacker then added a second fraudulent " XXXX XXXX '' on Thursday XX/XX/2025 and attempted to send a second fraudulent " Bill Payment '' to another XXXX XXXX account in the amount of {$4400.00}, to completely wipe out my checking account. This second fraudulent transaction was flagged by Chase Bank and rejected before it was sent. ( However, I also did not receive any alert notification from Chase Bank that a second " XXXX XXXX '' had been added and " XXXX XXXX '' had been attempted. ) I visited the Chase Bank branch on Thursday XX/XX/XXXX immediately after receiving the fraudulent " XXXX XXXX Added '' alert and several phone calls, purportedly from Chase but unclear if they were spoofed calls from foreign hackers because no one at Chase Customer Service speaks fluent English. The branch was able to change my log-in credentials but is apparently unable to issue fraud claims or temporary credits. I spent XXXX hours on the phone with various Chase Bank departments on Friday XX/XX/XXXX, filing a claim for the missing funds, requesting the funds to be recredited to my account, asking about why the alert notification gave an inaccurate date and was sent 24 hours after the fact, and why another alert was never sent at all, and inquiring into how this crime would be reported to federal agencies, as required by law. I was not given answers on these questions by Chase Bank, which deliberately sought to obscure their policies and procedures from me and refused to provide my money back to me, or to investigate the possibility that one of their employees stole it.

Company response to consumer: Closed with explanation