Consumer complaint received 2024-10-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, I discovered that {$11000.00} was fraudulently withdrawn from my Chase business account through unauthorized salary payments. These payments were made to individuals fraudulently added as employees without my consent. 

Upon discovering the charges, I rushed to a Chase branch, where I was redirected to the Fraud Investigation Department ( XXXX ). However, I was initially unable to file a claim due to a system update. After multiple attempts, I finally filed the claim on XX/XX/XXXX, and was told I would be reimbursed within XXXX business days if the investigation was not resolved. After significant delays, I was informed that my claim was denied, with Chase stating the transactions were made using my device. 

I am appealing this decision based on critical evidence that was overlooked, as well as conflicting information provided by Chase Bank representatives. 

Supporting Information : Device Log-In Timing : My computers kernel-power logs ( attached ) show my device first booted on XX/XX/year>, at around XXXXXXXX XXXX  This means my device was not in use prior to that time, making it impossible for any earlier transactions to have been made from my device. 

Browser History : My browser history ( attached ) confirms that I attempted to log into my Chase account at XXXXXXXX XXXX  However, I was blocked by a device attestation message ( also attached ), preventing me from successfully logging in. 

Secure Messages : I have attached secure messages ( not emailed to me ) from the Chase Bank app showing that two employees, XXXX XXXX and XXXX XXXX XXXX, were added to my account as payees without my knowledge. These messages state that the additions were made by an authorized user on my account. However, during a phone conversation, a Chase representative explicitly told me that I am the only authorized user on this account. This presents a serious inconsistency in Chases handling of this case and suggests a breach of account security. 

Conflicting Information : Chase Bank has provided conflicting information at every step. I was told my claim would be processed within 10 business days and that I would receive reimbursement if the investigation was unresolved by then. On XX/XX/XXXX, I was told the money would be credited within a few hours, but the funds never arrived. When I followed up, I was told there was no definite time for reimbursement. 

Conclusion : It is clear that unauthorized actions were taken on my account before my device was in use, and I was blocked from accessing my account after attempting to log in. The claim denial based on device matching is flawed, especially given that I was the only authorized user on the account, and these fraudulent payees were added without my consent. 

Additionally, I am preparing to file a police report regarding this matter. I demand an immediate and thorough investigation into how these unauthorized actions were allowed to occur on my account.

Company response to consumer: Closed with explanation