Consumer complaint received 2025-07-04 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: WY

Complaint narrative:
At XXXX MST on Monday XX/XX/XXXX I called Chase Bank XXXX XXXX after receiving a push notification via my Chase App indicating I had authorized a new device on my account. I did not do this and immediately realized my account had been compromised. From there it became clear that my account was indeed compromised and an account takeover by a 3rd party was being attempted. A {$180.00} XXXX payment was sent from my account to a " XXXX XXXX ( XXXX ) ''. I do not know this person nor did I authorize this payment. I received an email at XXXX XXXX from Chase indicating that this person had been added as a recipient to my account. Chase will not provide specific details on exactly what time this fraudulent {$180.00} payment was processed. 

I received subsequent emails from Chase alerting me that my email ( XXXX ) and phone # ( XXXX ) had been removed from my account by this XXXX party. This all happened while I was on the phone with a Chase representative attempting to regain control of my account. XXXX confirms that a XXXXXXXX XXXX XXXX XXXX  device accessed my account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>. The first XXXX at XXXX was what triggered my call to Chase XXXX I've never owned any of of these sorts of devices and there is ZERO history of me using an XXXX  device to access my Chase App ever before. 

After speaking with multiple Chase representatives, I subsequently changed my username and password XXXX after numerous follow up calls with Chase. The team filed a fraud claim for the {$180.00} fraudulent claim. 

At XXXX MST on XX/XX/XXXX I received an email from Chase indicating that they had cancelled another attempted XXXX transfer to XXXX XXXX for {$270.00}. Clear indication that the team identified the transaction to be fraudulent. 

Today, XXXX  XX/XX/year>, I recieved a ruling from their fraud team stating that they found the {$180.00} XXXX transfer to XXXX XXXX to be authorized. I called Chase to dispute this claim. They were unwilling to share details regarding what device was used or the IP address of that device claiming it was " their data '' and not something they were able to share. The digital trail supporting that the {$180.00} XXXX transfer was fraudulent is incredibly clear, littered with notifications from Chase. Their failure to identify this as fraud, and make me suffer the {$180.00} is inexcusable and inexplainable. I've been a Chase bank member for over XXXX  years. 

To recap timeline ( XXXX  ) : XXXX - XXXX XXXX XXXX device accessed account XXXX - I initiated call to Chase re : device added to account that I didn't do ( XXXX call ) XXXX - Chase email indicating XXXX XXXX ( XXXX XXXX XXXX to XXXX XXXX - XXXX XXXX XXXX device accessed account XXXXXXXX XXXX XXXX XXXX XXXXXXXX Android device accessed account XXXX - XXXXXXXX XXXX XXXXXXXX device accessed account XXXX - I changed my Chase user ID with assistance of Chase XXXX XXXX- I changed my Chase password

Company response to consumer: Closed with explanation