Consumer complaint received 2024-02-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
My name is XXXX XXXX and Im the victim of Cyber Crime & Identity theft- with cash damages of over $ XXXX and attempted charges of $ XXXX. Additionally, the perpetrators sabotaged my professional life, made my mum cry, stole my tax returns & all other pertinent documents relating to my identity- via XXXX XXXX. 

Around XXXX XXXX  CST on the night of the XXXX & XXXX of XXXX my phone was stolen minutes after I ordered a XXXX. The perpetrators got access to my XXXX and erased all my trusted devices. 

First they changed the password of my XXXX. 

Then they remotely wiped my trusted XXXX devices. This ensured I had very little chance of recovering access via XXXX 's recovery methods. They installed single-sign-on with XXXX, to simplify logging in. They added themselves to XXXX XXXX  to log in to my most secure of financial & business apps. XXXX XXXX allowed them to get in the XXXX password manager : giving access to user names and passwords I used on any XXXX device. 

They created a ( i ) version of my XXXX from my XXXX back-up and ( ii ) XXXX XXXX XXXX XXXX to make my life the opposite of a picnic. The perpetrators engaged in the following activity across the state lines of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : - Identity theft - Attempt to put a loan in my name - Wire & XXXX XXXX ( Successfully at least $ XXXX, attempted well over $ XXXX ) - Credit Card Fraud ( over $ XXXX ) - Buying a $ XXXX vintage XXXX  for women on XXXX and trying to buy another. 
- Impersonating me to open up debit cards - Linked several debit cards to my business checking account - Opening an XXXX  investment accounts - Hacking into every facet of my digital & offline life - Going shopping for XXXX & XXXX - Using my XXXX XXXX at various locations including high-end womens fashion wear, gas stations, XXXX & XXXX. 
- Breaking into my XXXX XXXX identity & taking photos of my Latvian business credentials. 
- Taking photo copies of every important document I have & conspiring to do tax fraud - Western Union Transfer of {$1000.00} or {$10000.00} - XXXX stolen XXXX XXXX XXXX with XXXX XXXX worth {$1000.00} I have informed JP Morgan Chase of my compromised identity and the scale of the compromise on XX/XX/XXXX around XXXX EST. I made it clear that nothing should happen until they saw me in person at a branch with a passport. Despite repeated requests to freeze any and all activity, they failed to do this until XXXX  XX/XX/XXXX. I spend a dozen+ hours on the phone with Chase to ensure the safety of my funds and accounts to no avail. Chase also missed at $ XXXX dollar wire transfer scheduled by the criminals, that I found on XX/XX/XXXX and subsequently cancelled after another long and painful phonecall. 

Meanwhile Chase confirmed that the criminals were trying to unfreeze my account and almost did so. 

This being a clear example of Chase not doing their duty to protect my accounts & funds after being informed of the situation. 

Adding insult to injury their investigative team approved {$6600.00} dollars worth of funds to the criminals who hacked into my life on XX/XX/XXXX. Despite telling Chase that I got a call from XXXX XXXX to inquire why I disputed the transaction, on XX/XX/XXXX. 
XXXX XXXX referred this case to their fraud team : and flagged the recipient XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX alias used, unclear what the real name is ). 

As I was told on the phone ( recording available on request ) : - " I had a prior relationship with the recipients of this transactions '' This is not true : The criminals added themselves to my XXXX on XX/XX/XXXX and there was no connection before. 
- The conversation then changed to " I had transferred money to this merchant before '' This is true : I have used XXXX before via Chase. No explanation could be given that XXXX {$1000.00} dollar transfers- on XXXX XXXX - to the same recipient were cancelled because of fraud and the XX/XX/XXXX transaction of {$5000.00} & {$1000.00} did not constitute fraud. 
- " It takes a couple of days to freeze an account '' This is not true. If Chase had locked my entire account on XX/XX/XXXX as requested - no new bank accounts/debit cards/linked bank accounts etc. could have been opened. 

The institutional failure of Chase protecting me is incredibly traumatic and resulting me in sleeping XXXX hours in the 5 days after my identity had been stolen. Chase refusing to acknowledge the fraud, give me details about the fraud committed despite asserting my rights, and the terrible way they managed the entire process left me in terrible pain. If Chase had did their duty, the financial and emotional damage would have so much lower and so much more manageable. 

The gaslighting, victim shaming, and frankly criminal holding music made all worse. 

Consider this a sworn statement that I compiled to the best of my knowledge & ability. 

* Recordings of my conversations with Chase are available. Furthermore I have clear documentation

Company response to consumer: Closed with explanation