Consumer complaint received 2025-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: MI

Complaint narrative:
I am dealing with a case of identity theft as well as my debit card driver 's license and cell phone being stolen from me on XX/XX/year>. That evening my phone was stolen from me as well as my wallet, I was able to find my wallet on the ground, but my driver 's license and debit card were both stolen and gone. On XX/XX/year> I found that I had multiple charges on my checking account from XXXX XXXX and cash app totaling XXXX dollars, I was able to access an old phone and see that there were several attempts to send money from my phone without my authorization. They also tried to send money using XXXX pay but the transactions were denied due to fraudulent activity. I contacted Chase bank as quick as possible to report my missing debit card as well as the fraudulent charges on my account that had taken my bank account down to around XXXX dollars. I spoke with the customer service rep and explained everything that had happened as well explained that the only access I have to XXXX is through my Chase mobile app which tells me that they had access to my Chase account information in my phone because that is the only way for me to send money using XXXX. The Chase representative informed me that she would cancel my card and have a new card sent to me, I also reviewed all of the fraudulent claims with her over the phone and started the fraud claim seeking reimbursement for the money that had been stolen from me. She let me know that Chase would investigate the claims and that Chase would reimburse my account within XXXX hours while the investigation takes place. I asked if canceling the debit card would be enough to protect me from further charges and she assured me that it would protect me. I once again contacted Chase on XX/XX/year> because I had yet to hear back or receive any of my money back, I explained the situation and once again reviewed the fraudulent charges to find out the first agent had not even reported all of the charges as fraud that I had asked for on my first call. I expressed my concerns for identity theft as well as whomever stole my property having access to my accounts still with being able to get into my Chase app and my account numbers being the same still. At that point I was told that canceling my card would not be enough to protect me and I would be transferred to cyber security to have my security access updated and changed for protection. I have also filed a police report which I am waiting for the police department to complete so I will have my police report number and information. On XX/XX/year> I received an email from Chase notifying me that my claim had been denied with an explanation of I authorized the activity, at no point did anyone call me text me or ask that I review this claim or why it was denied. I have been a customer with Chase for close to 20 years and I feel that my claims were completely dismissed, and I have turned my life XXXX down trying to make ends meet and protect myself from identity theft in the future. I was not handled properly for such a large theft and I was left vulnerable by the XXXX XXXX XXXX spoke to because they did not take my claim seriously and make sure I was protected by changing my security and passwords I also feel that my claim is very valid and obvious based on how quickly the transactions happened as XXXX as how many attempts were made to remove as much money as possible from my checking account. I feel Chase disregarded my claim and did not take identity theft and the theft of all of my finances seriously for a customer that has been with them for almost 20 years and also has multiple credit cards with them. No one should be disregarded by such a major banking institution regardless of how many years they have been a customer, this is a very major issue that needs to be addressed properly.

Company response to consumer: Closed with explanation