Consumer complaint received 2024-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
On XX/XX/XXXX, I received a notification on my phone of a denied transaction from Chase Bank. I called the number provided in the notification. 

The following morning, I discovered that a {$9300.00} withdrawal was made from my account to an individual in Florida, named XXXX XXXX ( name discovered while speaking with Chase Bank ). I have no knowledge of this person and did not initiate or approve this transaction. 

Chase Bank informed me today that my case was closed and denied. Marked it as 'scam '. I was told this and provided no documentation by Chase explaining their investigation into the matter or why they reached this conclusion. 

Any assistance the CFPB could provide would be greatly appreciated. 

Related information : Case # XXXX Claim # XXXX Direct Line - XXXX I called the fraud department on Saturday, XX/XX/XXXX, which was a long weekend due to XXXX XXXX XXXX on Monday. I told them I did not authorize this transaction. They reassured me that it could be reversed, advised me to call the fraud department on Monday ( XXXXXXXX XXXX  XXXX ) and froze the account. 

I called again on Monday and was told to call back on Tuesday XX/XX/XXXX since Monday was XXXXXXXX XXXX  XXXX. 

On Tuesday, the XXXX, I finally spoke to the fraud department, who then changed my username and password. They gave me a claim number : Case # XXXX Claim # XXXX XXXX XXXX - XXXX The transaction was absolutely fraudulent. Chase Bank 's security measures did not stop this from occurring. As of today, Monday, XX/XX/XXXX, they had closed my claim and marked it as a 'scam ' rather than acknowledging the failure of their security. I have never used the 'wire transfer ' part of their services or any other bank 's for that matter. 

After looking into the matter more, I discovered that I have not been able to receive incoming calls to my phone since XX/XX/XXXX. 

On Wednesday, XX/XX/XXXX, I went to a nearby Chase Bank location and met with a bank teller named XXXX. The teller was able to lock my account from any further activity. During this meeting, she discovered multiple red flags that indicated fraudulent activity. 

A new phone number was added to the account with an out-of-state area code that I do not recognize. Someone called into the Chase Bank system and verbally changed the online password. This occurred after the first fraudulent wire transfer attempts when I had changed my password and Chase told me, over the phone, that they had locked the account. The fraud department told us that they had locked the account. 

XXXX prior attempts were discovered at this time for various amounts but had failed to pass Chase 's security measures. These were made before the fourth attempt that had been successful for {$9300.00}. 

The teller, XXXX, also said that the system showed that someone had called Chase Bank, claiming to be me. This person was able to change the password again. At that time the {$25.00} wire transfer fee was refunded leading me to believe that the issue would be resolved promptly. 

I filed a police report with the XXXX  XXXX Police on Wednesday, XX/XX/XXXX regarding the fraudulent wire transfer. 

On Monday, XX/XX/XXXX, I returned to the same Chase branch today because I had received an e-mail from the Fraud Department saying that there had been an update to the claim. I no longer felt comfortable speaking to someone on the phone about the matter. 

I was told that the claim had been closed and the fraudulent nature of the wire transfer had been denied. The claim had been marked as a 'scam ' which I understood to mean that I was involved in this matter somehow. 

No explanation of how I could possibly benefit from losing {$9300.00} from my checking. Just a few days after receiving my XXXX tax return. 

The {$9300.00} included my recent tax return as well as my last paycheck. In order to pay my bills, getting the matter resolved quickly is really important to me. 

Best regards, XXXX XXXX XXXX Kentucky

Company response to consumer: Closed with explanation