Consumer complaint received 2025-06-25 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: NY

Complaint narrative:
On XX/XX/XXXX, I discovered that I was unable to access my Chase mobile banking app. I went to a local branch located at XXXX XXXX XXXX, XXXX, NY XXXX, to seek assistance. The representative informed me that my account had been locked because it was considered high risk. I was very confused, as I had never given my card number or the physical card to anyone. However, since the bank was about to close for the day, the staff asked me to return the next day, so I went home. 

That same evening, around XXXX XXXX, I received a phone call from Chase. I was told that on XX/XX/XXXX, a man had attempted to withdraw {$3000.00} from the Chase branch located at XXXX XXXX XXXX, XXXX, NY XXXX. The bank found the transaction suspicious and stopped it, locking the account. I then recalled that I had lost my Social Security card around XXXX, though I replaced it shortly afterward. I started to suspect that this might have led to identity theft. However, since the caller mentioned that no money had been withdrawn, I decided not to return to the bank the next day. 

Instead, I waited until my next day off, XX/XX/XXXX, and went back to the branch to request that my mobile banking be unlocked. Since the app was still inaccessible, the staff printed my account transaction history. To my shock, there were numerous unauthorized transactions between XX/XX/XXXX and XX/XX/XXXX. Some of these were in-person withdrawals made at the bank counter, but I never went there. Nevertheless, the bank still released the funds to the person. The total amount stolen from my account was {$18000.00}. 

It was also discovered that the fraudster had changed my phone number, password, and mailing address in my online banking profile. My current debit card was set to expire in XX/XX/XXXX, and Chase told me that they had mailed a new one around XXXX ( later confirmed to be XXXX ). However, I never received that card. The staff discovered that someone had activated the new card on XX/XX/XXXX, XXXX same day the fraudulent transactions began. 

A Chase representative helped me submit the first fraud claim and advised me to cancel the compromised card, which I did. Two days later, I called the claims department to follow up and was told the claim had been denied due to insufficient evidence and that I needed to submit more documentation.

I returned to the bank, and they advised me to file a police report and submit it to support the claim. I followed their instructions, filed the report, and submitted it to Chase along with a second reimbursement request. However, my second claim was also denied, again citing lack of sufficient evidence. Chase has never reviewed surveillance footage or conducted a proper investigation into the incident. 

I have visited the branch multiple times to seek resolution, but the responses I received from Chase employees have been dismissive and unhelpful. I am extremely disappointed by how this matter has been handled.

Company response to consumer: Closed with explanation