Consumer complaint received 2025-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On Monday XX/XX/XXXX I deposited a check of {$20000.00} with a Chase bank teller in XXXX XXXX, CA. On Tuesday XX/XX/XXXX I began getting hundreds of spam emails subscribing me to various lists. On Wednesday XX/XX/XXXX, someone used my online banking credentials, without my knowledge or physical access to any of my devices, to set up an unauthorized Bill Payee and send a new Bill Payment from my Chase account to that outside account, an XXXX XXXX held by XXXX XXXX. On Thursday XX/XX/XXXX I got an email from Chase notifying me that a new Bill Payee had just been added. I immediately contacted Chase and told them this was a fraudulent addition and that I had not added or authorized any new Bill Payee. Chase told me that this new Bill Payee was not just added, but had actually been added the day before and that a payment had also been made the day before, and that I therefore could not contest the payment until it was completed. Chase told me that a second Bill Payee had just been added for a separate XXXX XXXX and asked me to confirm if I had authorized it. I said no, and Chase rejected that second payment. These payments, taken together, would have completely wiped out my account. With the banker at the Chase branch in XXXX XXXX, we filed a claim for the missing, fraudulently removed funds, removed all Bill Payees from my account, and created new online log-in username and password. I was told I would have to call a bunch of other Chase departments on my own to get further resolution. I spent nearly 6 hours with Chase on the phone on Friday XX/XX/XXXX. I filed reports with the FBI, XXXX, FTC, an CFPB in support of my fraud claim and Chase 's failure to provide timely notification alerts. I added new malware detection and antivirus software to my computer. I did not receive any messages from Chase, at any time, about my claim or my credit. On XX/XX/XXXX I got an email from the CFPB asking me to evaluate Chase 's response to my complaint. This was the first and only response I got from Chase, and was the only notification that Chase was REVOKING my credit and returning my {$5000.00} to the fraudulent XXXX XXXX account! Chase 's response was inaccurate and demonstrably false as proved by my email records. I went to a new Chase Bank branch in XXXX XXXX, CA. The banker there filed a second claim for me and verified that the email I received from Chase was sent a day after the Bill Payee was added, not the day of the addition. She recommended I see a computer technician to clean any remaining malware or viruses from my laptop. I visited a technician immediately, on XX/XX/XXXX, who confirmed that there was no existing malware or viruses on my computer, and that there was no evidence I had ever had malware or viruses from a download that had triggered the fraud. He suggested it was more likely that the fraud had occurred from my online banking credentials being leaked during a data breach or from someone hacking the account online through some other access ( ie an internal Chase employee ). Chase continues to provide XXXX communication or updates to me, continues to participate and enable the fraudulent transfer of my money without my authorization, consent, or knowledge, and continues to lie about its email notification system and its investigation of online activity.

Company response to consumer: Closed with explanation