Consumer complaint received 2024-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.

Complaint narrative:
On XX/XX/24, there was an unauthorized payment in the sum of {$2000.00} to XXXX drawn out of my Chase Bank account, which was luckily reversed by XXXX. 

On XX/XX/24, I noticed that there was another unauthorized payment in the sum of {$2000.00} to XXXX, also drawn out of the same Chase Bank account. On the same day, I immediately contacted both Chase Bank and XXXX about this fraudulent charge and to freeze my account and to not send any money to this person. I informed both Chase Bank and XXXX that I am a victim of identity theft. I informed Chase Bank and XXXX that my cellphone and personal data have been hacked along with my Chase bank accounts, XXXX account, credit card with XXXX XXXX XXXXXXXX, XXXX account, and XXXX account. I informed both Chase Bank and XXXX that I have already reported the identity theft to the FBI and Federal Trade Commission. 

However, on or about XX/XX/24, XXXX informed me that it is refusing to reverse this payment to XXXX in the sum of {$2000.00}. XXXX also refused to investigate this matter as to who is this mysterious recipient. On this date, XXXX denied my claim that the transfer was unauthorized and informed me that I can appeal the denial of my claim. I thereafter appealed. 

On XX/XX/24, another unauthorized payment in the sum of {$2000.00} was again sent to XXXX after XXXX and Chase Bank had already been told to freeze my account. 

On XX/XX/24, I sent XXXX my FBI Report and my ID Theft Report to XXXX to appeal the denial of my unauthorized fraudulent transfer claim. 

On XX/XX/24, XXXX denied my claim again. 

On XX/XX/24, I asked XXXX to provide me with documentation in support of its denial of my claim. XXXX refused to provide said documents to me. 

On XX/XX/24, I again asked XXXX to provide me with documentation in support of its denial of my claim. XXXX again refused to provide said documents to me. 

On XX/XX/24, I finally received an email from XXXX advising that it determined that the transfer was authorized from the XXXX address. XXXX again did not investigate by contacting the criminal that took my money. 

As for Chase Bank, it was worse since it did nothing at all. It asked for no documentation from me at all and provided me with no documentation as well. Chase Bank originally provided me with a temporary credit of {$2000.00}, which Chase Bank reversed. 

On or about XX/XX/24, Chase Bank also informed me that my claim of unauthorized transfer was denied and that Chase Bank will not reverse the transfer of {$2000.00}. I thereafter contacted Chase Bank to find out what investigation Chase Bank did to determine the transfer was authorized. Chase Bank informed me that they contacted " XXXX '' and was informed that I had made a purchase. However, the money was taken out of my checking account, not my credit card, and I never made a purchase. I asked for documentation to support its investigation, but Chase Bank refused to provide me with the evidentiary support. 

On XX/XX/24, I went to Chase Bank to close out all my XXXX bank accounts which I had with Chase Bank. I also provided Chase Bank with a copy of my FBI Report concerning the unauthorized fraudulent transfer. 

XXXX and Chase Bank both totally failed to secure my account when asked to do so on XX/XX/24, failed to freeze my account allowing the fraudulent transfer to occur twice, and let the unauthorized payment in the sum of {$2000.00} go through.

Company response to consumer: Closed with explanation