Consumer complaint received 2024-08-27 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: WV

Complaint narrative:
XXXX XXXX  friday XX/XX/XXXX : I went on my PC to check my Chase Personal account to see if had gotten paid. I was unable to log in ( it acted like I was able to log in, but kinda booted me out like my username was already in use ). As soon as I logged in through my cell phone, I noticed someone gained unauthorized access and had done a transfer from my personal account to my business account, and this person started making wire transfer recipients. 

XXXX XXXX  EST friday XX/XX/XXXX : I called Chase customer service/fraud services . I FINALLY got ahold of the right department, but by the time I did, they had already made one outbound transfer from my business account of XXXX to another ( newly created ) Chase account. While I was on the phone, the person on the other line was able to 'freeze ' my account AND the recipients account, since both of them were from Chase . HOWEVER, the thief was able to create a second domestic wire, and send out a wire transfer of XXXX WHILE I was on the phone with customer service. I asked if they could reverse the charges and get my money back, and was told that their process is not to stop/refund the wires, but to create a fraud ticket, and have investigation team look into it since they want a full report ( and I was hoping maybe report this to the police or another unit ). This process will at least 3-5 business days ( if not more ). They told me to call in daily to receive updates. They left me with 1 account that had XXXX in it that was 'locked ' ( My business account ), and my personal account that had XXXX in it, which was not locked down in any way but still ( and is still ) fully accessible. Most of the funds came from this account. 

After this, we created a new username and a new password, and Fraud said this should be sufficient for future use, and the account would now be put into 'restricted ' status. I couldn't withdraw or move funds around to pay things, but I could add money. I was also told no credit would be given to help me out, and I could not move money from my business account to my personal account. I asked about electronic payments or other things that could 'bounce ' and I was told Chase would cover what they could. 

XXXX XXXX  friday XXXX XX/XX/XXXX : I called back Chase to report more information to the Fraud investigation unit, but the Fraud investigation unit that was working my case was gone for the weekend so someone from Fraud took down my information. I reported that my machine did have a virus and had a few malicious files ( including a potential proxy server ), so its possible that could have been some of the problem. I cleaned my machine completely and removed any traces of problems. 

XXXX XXXX  Friday XXXX XX/XX/XXXX : I called one more time to the Fraud investigation unit to let them know that I also found on my 'alerts ' on the website that someone had used an XXXX device on XX/XX/XXXX to authenticate to log in. I do not have a chase app installed on any XXXX  device in my house. ( I have an XXXX device for work, but I didn't even have it used for anything but teams and outlook, its government controlled as it is a government device ). The person from Fraud said that I have no worries, that he will record this information AND that I should have all my money refunded by noon on Wednesday and they will likely keep this guy from making any future accounts at any bank in the US from now on. He made me feel reassured that I was 100 % going to get my money back in full, and just to reach out on Monday for updates. 

XXXX XXXX  Monday XXXX XX/XX/XXXX : I called in to get a status update on the Chase accounts. I was told by the person in Fraud department that they were able to see the XXXX from the other Chase account. No details are provided when, or how. I was also told that as of a note from XXXX XXXX, the Chase Fraud Dept had reached out to XXXX XXXX about the transfer and let them know it was fraudulent. As of right now, XXXX XXXX has not responded. The person on the line said that if XXXX XXXX does not have the money from the wire transfer, then they can not reimburse me the money. 

I told them I may need to seek legal action if this is the case, especially since their people were on the phone with me when this domestic wire occurred and we had ample time to reverse the wire. I was assuming we were collecting evidence because they were possibly prosecuting this person because we had so much information on him. The woman 's response was 'By the time you saw it was 'pending ' it was too late for us to do anything '. I told her .... we watched him CREATE the domestic transfer. So it was immediately too late? She also said 'well I'm not them and I don't know what happened, but we aren't responsible '. I also told her that the person from Friday night ( XXXX ) seemed a lot more positive about getting the money back, and she said that she 'did n't want to get my hopes up '. I also asked about the 'Wednesday at XXXX  ' and she also said that she doesn't know where he got that from, and that we could also be a lot longer on the money. 

Finally, in addition to creating new user accounts, and passwords, and cleaning all the machines in my house... now they said they will hold the money for some time, and then let me know when it is safe for me to head to a chase bank to create a completely new bank account to transfer the funds into. The previous people said this was not necessary ( but was happy to do it, but was not told this at all! ). I told her I need that money to pay mortgages on multiple properties that I own since I do rentals, but she didn't care at all. She still couldn't give me any kind of timeframe. This is why I decided to write to you guys. I feel so helpless.

Company response to consumer: Closed with explanation