Consumer complaint received 2024-02-22 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I received a text from Chase Bank on Saturday, XX/XX/XXXX at XXXX XXXX  XXXX that I added XXXX XXXX as a XXXX recipient. The text said : Questions? Call XXXX I called that number at XXXX XXXX   XXXX to report this as fraud. At this time, XXXX XXXX had already transferred {$1500.00} out of my checking account. The actual transaction date and time was posted as XX/XX/XXXX at XXXX XXXX XXXX I was on the phone with Chase for XXXX minutes and was assured that the fraud had been reported and I would be reimbursed the {$1500.00}. 

When I checked my bank account again on XX/XX/XXXX, I discovered that the same XXXX XXXX had stolen another {$5400.00}. A XXXX XXXX also stole an additional {$1000.00} on XX/XX/XXXX, that I did not authorize. 

A total of {$7900.00} was stolen from my checking account via XXXX from XX/XX/XXXX through XX/XX/XXXX. An additional {$6400.00} was stolen AFTER I reported my account as compromised on XX/XX/XXXX. 

I again called Chase on XX/XX/XXXX, and reported the fraud. At this point, they finally locked my account. 

I went into the Chase Bank at XXXX XXXX XXXX, XXXX, TX XXXX on XX/XX/XXXX, and spoke with a banker. He spoke with someone on the phone at this time and assured me that the funds would be put back into my account within XXXX days. I did not believe that my account was secure so I requested the bank completely delete my XXXX which they did. 

I waited 18 days. On Thursday, XX/XX/XXXX, the money was still not put back into my account and there were no notifications about any investigations that were happening. It is my understanding that the bank has 10 days to conduct its investigation and is required to let me know its findings. That never happened. I called and spoke with several people throughout XX/XX/XXXX for a total of almost XXXX hours. At XXXX point I was told that someone using my phone and facial recognition logged into my account from an IP address in XXXX on XX/XX/XXXX when the first fraud occurred. I have receipts with my signature showing I was in XXXX at the time. I also have my phone records showing that my phone was in my possession in XXXX on XX/XX/XXXX. I was also told during the phone conversation that XX/XX/XXXX was the first time my account had been escalated to the fraud department at Chase. I asked him to repeat himself so I could confirm. And indeed he said that my account had not been flagged as compromised until I was speaking with him on this day XXXX XXXX XXXX  days AFTER I reported fraud on my account. 

They told me my claim was denied because it was indeed my face that opened the account to approve these charges. He encouraged me to just admit that it was me. It was not me. 

I then went back into the Chase Bank at XXXX XXXX XXXX XXXX XXXX, TX XXXX on XX/XX/XXXX. I met with a banker named XXXX. I requested the documents Chase used to deny my claim but was told they didnt have them. I was told I could go to my XXXX and if they could provide the IP address of who was in my account that XXXX me they could potentially open the case again. According to XXXX who I spoke with on the phone at Chase XXXX, this information is already known to Chase as I was told there was an IP address in XXXX that was logged into my account on my phone. I am not sure why I would need to provide that when they already have it. 

I also received a secure message from Chase Bank on XX/XX/XXXX at XXXX AM. This message stated : We werent able to complete the Chase QuickPay ( R ) with XXXX ( XXXX ) payment you sent to XXXX XXXX on XX/XX/XXXX because we didnt hear back from you. 
XXXX XXXX : {$2000.00} This is XXXX days AFTER I had already reported XXXX XXXX as fraud. Why was this one denied and the other {$7900.00} was approved? 

In addition, someone stole XXXX reward points from my Chase Credit Card. I was told they were used for XXXX and XXXX XXXX. I was never texted, or emailed about these reward points being used. I was told they were going to be returned to me, but they have not at this time. I requested from Chase that they let me know where the gift cards were mailed or emailed as they did not come to me and they refused to tell me. 

I also emailed Chase Bank and requested the documents the bank used to rely on to deny my account. I have not received those at this time. 

I am requesting the {$7900.00} and XXXX reward points be returned to my account.

Company response to consumer: Closed with explanation