Consumer complaint received 2024-08-23 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:
Dear CFPB, My Claim Number : XXXX Account number : XXXX I am writing to formally request your assistance in resolving an issue against JPMorgan Chase Bank regarding Unauthorized charges on my account. Both transactions occurred on XX/XX/XXXX, with a posting date of XX/XX/XXXX. Each charge was exactly {$1000.00}, resulting in a total of {$2000.00} for the two charges from XXXX. 
This is definitely fraud, The same amount was charged twice repeatedly. They were both Online Transactions I have been a loyal customer of JPMorgan Chase Bank for several years and have never previously filed any claims. However, my recent experience with the bank has raised serious concerns about their practices and commitment to resolving customer issues fairly and accurately JPMorgan Chase is ignoring its responsibilities under Regulation XXXX I need you to ensure my Regulation XXXX protections are upheld. 

As you XXXX know, my phone was recently stolen on XX/XX/XXXX, which led to unauthorized access to my personal information and accounts. I have been informed by JPMorgan Chase that my claim was denied because the charges were allegedly Validated and verified via SMS. However, I did not receive or approve any such SMS messages From JPMorgan Chase About this. Also After Performing a successful backup and recovering all my previous text messages, I can confirm that I did not receive any SMS verification text message from Chase on XX/XX/year>. The last message I received from Chase was on XX/XX/year>. I have attached a screenshot as proof. 


It is highly likely that the unauthorized party, who had access to my stolen phone, intercepted or responded to the SMS verification messages without my knowledge or consent. 

It is important to note that SMS verification, while commonly used, can be vulnerable to various forms of attacks and fraud, particularly when a device has been compromised. SMS messages can be intercepted, spoofed, or manipulated by attackers, especially in cases of SIM swapping, device theft, or phishing attacks. This makes SMS an unreliable method of verification in situations where a customers phone has been compromised. 

Given these vulnerabilities, it is not reasonable to rely solely on SMS verification as a basis for denying my fraud claim. The fact that these unauthorized charges were approved through an SMS message on a stolen phone should not be held against me. I have never conducted business with the merchant in question, and I did not authorize these transactions. 

I contacted XXXX via email, as my bank instructed me to reach out to the merchant first. Since XXXX doesnt offer phone support, they responded Via Email on the XXXX, and Ive attached evidence showing they acknowledged the transactions as fraudulent and confirmed them. On XX/XX/year>, I filed an unauthorized chargeback claim with JPMorgan Chase Bank for the XXXX unauthorized transactions made on my debit card Against The Merchant XXXX XX/XX/XXXX next day To my dismay, my claim was automatically denied without a thorough investigation. It appears that JPMorgan Chase Banks practices prioritize closing cases quickly rather than ensuring that they are handled correctly and justly. 

I am now at a loss of {$2000.00} which has caused significant emotional distress. The money I worked So hard for has vanished, and the bank appears unwilling to address the issue.Chase Banks approach seems more focused on conveniently closing cases rather than investigating them thoroughly, leaving loyal customers with nothing but a loss of money and a loss of trust in banking institutions. 

I believe my claim should be honored because the disputed transactions were unauthorized, and I have a consistent history of responsible account management. 
The card was not in my possession when the fraudulent transactions occurred. 
I have never allowed anyone else to use my card and I have never given anyone my pin I did not receive any merchandise from the merchant in question. 
I did not authorize or participate in the disputed charges ; they were made without my consent. 

I provided all necessary documentation and evidence to support my claim I am requesting that the CFPB review JPMorgan Chase Banks handling of my unauthorized claim and investigate their overall practices in dealing with such claims. It is crucial for customers to have confidence that their bank will thoroughly and fairly address any issues that arise. Chase Bank current approach undermines this trust and fails to provide the level of service that customers deserve. 

I appreciate your prompt attention to this matter and look forward to your assistance in ensuring that my claim is properly reviewed and that JPMorgan Chase Banks practices are held to the high standards expected of FDIC-insured institutions. 

Thank you for your time and consideration. 

Sincerely,

Company response to consumer: Closed with explanation