Consumer complaint received 2024-10-25 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: VA

Complaint narrative:
Complaint about the disposition of Chase Bank 's {$3900.00} claim ( Claim Number : XXXX ) At around XXXXXXXX XXXX  on XX/XX/XXXX, I was walking around downtown XXXX XXXX XXXXXXXX, when I was holding my phone to look at the map, suddenly a man on a bicycle appeared behind me, robbed my phone, and ran away. I chased him for a while, but he was fast and soon disappeared. At that time, I reported it to the police on the other side of the road ( see Attachment 1 for the policeman 's name, telephone number, and police station address ), and the police took me back to my hotel and the shop that sold mobile phones. 

On the morning of XX/XX/XXXX, I made a long-distance call to Chase Bank XXXX XXXX to report the incident and I learned from the bank that after robbed the phone ( on the afternoon of XX/XX/XXXX ), they entered my account and transferred {$300.00} and {$3600.00} using XXXX. a total of {$3900.00}. I was asking Chase Bank to hold the money. At the same timeXXXX XXXX XXXX was called to inform the matter too. 

After I returned to United States, I went to the Chase bank branch ( Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX ) on XX/XX/XXXX to file a claim, amount is {$3900.00}. Proof of the robbery provided by the XXXX Police was presented. I also went to the XXXX XXXX  branch ( XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, VA XXXX ) to file a claim, amount is {$1000.00}. A few days later, two banks gave me a disposition opinion ( see Chase Bank Disposition AttachmenXXXX 2XXXX XXXX XXXX Disposition Attachment 3 ). The conclusion was the same, they both believed that I authorized or I provided the information to them. Inadmissible. 

Once again, I made a claim to the XXXXXXXX XXXX branch and faxed my evidence, and the proof of the robbery provided by the XXXX Police to the XXXX XXXX  claim processing department. XXXX XXXX corrected the first processing conclusion on XX/XX/XXXX and compensated me {$1000.00} ( see Attachment XXXX ). 

I made the claim again to the Chase Bank branch and submitted some of my evidence and the proof of the robbery provided by the XXXX Police through my personal account of Chase bank on XX/XX/XXXX. However, the chase bank has always insisted on the original conclusion ( the transfer transaction is normally entered into my account through facial recognition ). And closed the case, which I have repeatedly appealed and has not been accepted. 

I am very disappointed with Chase Bank! I believe that the conclusion of the Chase bank has its basis, but it is a fact that my phone was robbed, with a police certificate from the scene and a proof of the robbery provided by the XXXX Police. Moreover, I was with the police and I flied to XXXX XXXX when the thief made the transactions, and there were many related emails sent to my mailbox, which also proved that they definitely did not enter through my facial recognition. However, Chase Bank did not do detailed investigations, did not do technical analysis, and did not respect the facts, and made so stupid the conclusion that " the transaction was processed by using your facial recognition to enter my account normally ''! 

I believe Chase Bank is a well-known international bank. I will continue to complain to Chase Bank until the facts are clarified! 

Attachment 1 : The policeman 's name, telephone number, and police station address Attachment 2 : Chase Bank Disposition Attachment 3 : XXXX XXXX Disposition Attachment XXXX XXXX XXXX XXXX corrected Disposition Attachment XXXX : Proof of the robbery provided by the XXXX Police Attachment XXXX : Related emails

Company response to consumer: Closed with explanation