Consumer complaint received 2024-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX, I received a call from a Chase bank phone number that had been spoofed by scammers. They stated that there was fraudulent activity on my debit card and that I would be having to get a new one. The caller also stated that I would be receiving a call from the security department about getting alerts set up on my account in order to track any suspicious activity on my account. 

On XX/XX/XXXX, I received a phone call from a Chase bank phone number that had been spoofed by scammers. They stated that they wanted to run test alerts on my account to ensure everything was working. During the phone call, they mentioned they'd be testing transactions on my account. I promptly opened my account and noticed {$9500.00} had been transferred from my savings account to my checking. I questioned the transaction and was hung up on. I immediately called the Chase claims department to file a claim for fraudulent activity on my account. In addition, I froze my debit card in order to stop any more transactions from going through. By that time, an additional {$6200.00} had been withdrawn from my savings, along with a total of {$9400.00} having been withdrawn from my checking account. 

Throughout the process of submitting the claims and trying to obtain as much information as I could, I spent several hours of having to speak with multiple representatives who gave me contradicting information. On XX/XX/XXXX a Chase associate advised that I go to a Chase branch location in order to have my account numbers be changed in order to ensure that no further damage could be done. I went to a Chase branch, who ended up calling the claims department to verify I was to do this. The claims department then told the Chase branch associate that my account numbers were not to change until further progress had been made during the claim investigation. I was then told to wait until I received a claim information packet in the mail. 

On XX/XX/XXXX, I had filled our the claim information packet, which was then faxed by a Chase branch to the claims department. On XX/XX/XXXX, I received notification that my claim had been denied. I called the claims department in order to get clarity as to why that was decided. I was told that based on the information provided, that there was no way of validating there was fraudulent activity. I then asked for information regarding the address of the withdrawal, which ended up being a Chase bank branch located in XXXX XXXX  I later asked for the address that was used for the fraudulent replacement debit card request. I was told that they were not allowed to disclose that information and was advised again to go to a Chase branch to obtain those details. I went to my local Chase branch who were confused as to why I was advised to visit their branch to obtain the address details. However, they were able to provide the address, which was located in XXXXXXXX XXXX I pointed out that this activity took place in Illinois, while I had been in XXXX, my primary residence, this whole time. I was told that the reason my claim was denied was because my identity was stolen due to my information being breached. 

This experience has been extremely stressful for my family, as I represent our only source of income. The fraud that took place on my account should have been refunded to my account given all of the information I provided indicating, correctly, that it was fraud. I was also reassured multiples times by Chase employees that I would receive my money back totaling {$14000.00}, which I am now being told is not happening. My experience with Chase bank customer service, and the claims department was by far the worst experience I have ever had with any business, let alone a bank. I do not believe the proper steps were taken by Chase to ensure my account was secure, and that the fraudulent activity was identified and reported. Changes need to be put into place to ensure that client 's funds are secured properly, and that proper forms of identification are presented during withdrawals. 

I will be filing a police report regarding the fraud and can provide information regarding that if needed.

Company response to consumer: Closed with explanation