Consumer complaint received 2024-03-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
I applied for and was approved for a Chase credit card in XXXX, 2024. I used the card for several transactions and in XXXX tried to set-up online banking so that I could monitor transactions, rewards, etc. I was unable to set-up the online account ( my husband has a Chase card with online banking and that seemed to be the problem ) so I called Customer Service number on the back of my card ( XXXX ) and spoke to a customer service representative. She tried several times to set-up the account but failed and said that she would transfer me to a customer service technician for further assistance. After a brief hold, a male came into the conversation, identified himself as a Chase customer service technician, and asked how he could help. I explained the problem I was having. He had me do many manipulations on my computer and then told me that the reason I was having difficulty was because my computer account had been hacked. He showed me a list of my transactions on the card and asked if there were any unrecognized charges. Among my legitimate charges, there were two charges from XXXX. I told him that I didn't authorize the charges from XXXX. He escalated the situation, saying that he would be able to remove those charges but was concerned that this was a widespread attack and likely my bank accounts were also hacked. He asked me to log into my bank account ( XXXX XXXX  ). I did so, and he asked me to download something so that he could check the transactions. Once again, he showed me a list of my current bank transactions and among the legitimate transactions were two charges from XXXX. He assured me that he could get these charges removed and asked if I had any other bank accounts to check. At this point, I was in complete panic and told him that I needed to call my bank. He said that he had already initiated the removal of these charges and that it might take 20-30 minutes to confirm that they had been removed. I ended the call ( 49 minutes with him ) and immediately called XXXX. XXXX representative told me that there were no charges from XXXX on my account. They changed my username and advised me to go into a branch immediately and close the account. 
I called Chase back and reported the problem, closed my credit card account and emailed Chase phishing division about the incident. I then took my computer to a computer technician company to have it scanned for virus/malware, etc. and went to the bank and closed my account. I returned home, changed passwords, locked credit cards, froze our credit with the three credit bureaus, called my investment bank to put a freeze/alert on my accounts. 

The computer technician found the application that was downloaded on my computer during the time that I was on the phone with the XXXXhase customer service technician. He said it was a very sophisticated attack that allowed the hacker to have remote control of my computer. He was unable to remove it and advised that I not use the computer online. He also advised that I change passwords on the wifi and any devices connected to it. 

I have initiated an investigation with Chase Bank though this took several attempts and it wasn't until XX/XX/XXXX that I finally was transferred to a customer service person in the " escalation '' department.

Company response to consumer: Closed with explanation