Consumer complaint received 2025-06-26 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:
I have been a customer since you were Washington Mutual, which is near 20 years. I have had a decent relationship with Chase until here recently. 

On XX/XX/year>, while applying for a loan with a finance company purporting to be XXXX XXXX, I was told that my loan had been approved, and they just needed to verify my account. The process that was used for me to authenticate my account is one that I had seen before when linking my account to other accounts, so I didnt think anything of it. Unbeknownst to me, these people were scammers and had hacked into my account. So basically, I was tricked. When I realized this, I not only changed my password but my username as well probably 5 or 6 times. I alerted Chase of this. They said they were freezing my personal as well as my business accounts. I told them I wanted these accounts closed. I was advised by one of the online representatives that I should just open new accounts. 

I opened a new personal account on XX/XX/year>. XXXX said she wasnt familiar with setting up business accounts, so that was set up for that Monday, XX/XX/year>. When the new business account was set up, it showed there was approximately {$480.00} so I transferred {$350.00} via XXXX to my husbands account so we could take care of some business that had been held up because of the fraudulent activity on our accounts. We thought this fiasco was behind us since the old accounts that were affected were frozen and closed, and we had set up new accounts. 

We were wrong. So, I am sending all the documentation we have received to date with the following questions : o Why was the fraudulent activity not just managed on the old frozen accounts, and not passed along and infected the new accounts set up? The whole purpose of opening new accounts was to keep the fraudulent activity isolated. 

o I have never deposited checks online with electronic signatures. Why werent the checks stopped immediately instead of processing them through my accounts? 

o Why were claims allowed to be processed against bills paid 1 to 2 months ago, especially since Chase had been alerted to fraudulent activity on these accounts? I didnt learn of these fraudulent claims until my cable went out at home. When I called the cable company, I was told that the payments made in XXXX and XXXX had been reversed on XX/XX/year>. I called into Chase about this and told them I had not made any claims. I was advised by one of your representatives that the funds would be returned to these vendors on an expedited basis. However, as of this writing, the funds have not been returned. 

I am also returning some paperwork received on the new business account ( XXXX ) asking about the need for U.S. Address and Telephone Number, Explanation of Foreign Status. I am confused about this document as me and my husband were both born in the United States and are U.S. citizens. 

I am disappointed with the treatment from Chase. I feel like I am a XXXX victim and when I reported the XXXX, am now being told because of how I was dressed or the location I was in, I am responsible for the XXXX. Victim shaming at its finest.

Company response to consumer: Closed with explanation