Consumer complaint received 2023-12-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX about 20 XXXX transactions were initiated to be sent to a person going by XXXX ( totaling {$2000.00} ). After reviewing my account and discovering the multiple XXXX payments, I immediately contacted Chase to report these unauthorized XXXX payments. Throughout my entire history with Chase, I never done any business or sent payments to someone that goes by XXXX. Additionally, a XXXX account by the single letter XXXX '' is already a suspicious red flag. Whats this persons first and last name? I also tried to see what this persons email or phone number was ( either is needed to create an account ) but I wasnt able to see it. I immediately thought that was strange. Also, doesnt 10+ transactions to someone anonymous via XXXX look suspicious? I wouldve sent the money under one transaction, at most 2. Even the Chase operating system detected one of the transaction as suspicious. If one of those transactions was denied because it was detected as fraud, why would I authorize all the other transaction? Since I saw the chain of XXXX transactions. 

After the very first fraud dispute call, the transactions disappeared and the money was returned back to my account. My account was then locked due to suspicious activity and I had to call Chase to change username and password- happened at least 4 times. After my account was unlocked, those XXXX payments once again appeared on my account XXXX XXXX which a Chase agent said were forced transactions. After the claim was filed, Chase denied my request and closed the claim stating I had " authorized all these transactions '' just because " my phone '' was used to log in to the Chase app since the log in history of this device was " normal ''. To reopen the claim, I needed to support new evidence which I did. I submitted all the proof that I took all steps I could to report these unauthorized transaction especially evidence to refute their evidence. 

When this all took place, I just so happen to have turned in my old XXXX XXXX XXXX XXXX XXXX to upgrade to the new XXXX XXXX. Trading in my old phone which I had previously used to log into the Chase XXXX would explain why Chases found my phone being used to log into my account. The Chase representative told me each phone would have a unique code ; so someone with my old phone with my usual log in history can still count as me using my account and authorizing these transactions. 

The Chase representative kept saying it was my usual XXXX used to log into the Chase app. The device history might not be totally accurate since not all the devices used are tracked. When I called Chase on XX/XX/XXXX, I used a XXXX XXXX to look more closely at my account. I also used XXXX XXXX phone to check my account. These devices do not appear on the history. 

I also wonder why Chase was so sure it was my phone used to log into the Chase app. All it says is XXXX. XXXX XXXXXX/XX/XXXX after reviewing the claims update, I had asked the Chase claims representative what XXXX model was used to log into the Chase app. He could not tell me the model. All he could figure out was that an XXXX was used. To check myself. I used two different phones to log into my account and all it says is XXXX. It doesnt even say the XXXX model. If they couldnt tell me what the phone model was used, how are they so sure it was me who used my phone to authorize it? With technology nowadays a hacker can hack into any device and create any information they need. They can even hack into my current phone and log in via the app that way and it will still be considered me logging in with my usual device. 

Since the claims was getting nowhere and Chase wouldnt label my claim as fraud, I reported it to the XXXX police to help further prove that I didnt authorize those XXXX transaction. If I had made those transactions, why would I go through all the effort and even report it to the police. I had to drive to 3 different locations to find the correct station for my jurisdiction. This whole trip costed me a day of work ( I missed out on a days salary ) and gas money. The police even told me that this XXXX fraud has happened to multiple people already and all of them were Chase customers. I am not the only victim here. 

I called Chase again today XX/XX/XXXX to get an updated. They still claim as their evidence that I authorized these transactions because it the usual phone used to log in. Also, claiming all my evidence as insufficient. The agent even told me that a police report is useless because it's a customer report and all customer reports are useless and don't count as evidence. They even told me they are not the police so they can't help me.

Company response to consumer: Closed with explanation