Consumer complaint received 2025-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, at around XXXX XXXX  California time, I received an alert email ( while my phone was connected to the stores Wi-Fi ) stating that someone had logged into my account ( at Eastern Time : XX/XX/year>, XXXXXXXX XXXX  ET ). At that time, I discovered that my phone number had no service and had been stolen. 

During this period, I received an email stating that a Chase Sapphire credit card had been opened under my name. This action was not performed by me. I immediately used a colleagues phone to call Chase customer service to report that my information had been leaked and my account had been compromised ( colleagues phone : XXXX ). The call was made at XXXX XXXX  and lasted XXXX minutes. Afterwards, I also called XXXXXXXX XXXX  and XXXX XXXX and successfully locked those accounts ( and the next day, I was able to withdraw the funds from my XXXXXXXX XXXX and XXXX XXXX accounts ). 

During this time, I attempted to lock my Chase bank card, but each time I locked it, the fraudsters would unlock my account again. Eventually, they changed my online banking password, which caused me to completely lose control of my Chase account. 

I then received an email stating that {$10000.00} had been withdrawn from my account and paid toward that unauthorized XXXX credit card. Using the eSIM number my colleague helped me apply for ( which is now my new phone number : XXXX ), I called Chase customer service again on the same day at XXXX XXXX. I reiterated my situation to the representative. The representative told me they understood this was fraudulent activity, assured me not to worry, and said the funds were still with Chase and had not been transferred out.

The next day, I immediately went to a branch in person to open a new account and informed them that my personal information had been stolen. 

In the following days, I called customer service multiple times to check on my account. On XX/XX/XXXX, a representative told me that the funds would be credited to my new checking account in the form of a credit adjustment by XX/XX/XXXX. 

However, on the XXXX, I still had not received any refund. When I called again, another representative told me that because I was listed as the beneficiary, no fraud had been detected, and they refused to reimburse me. They also told me to seek third-party verification. 

On XX/XX/XXXX, I tried once again to resolve the matter by phone, but I was repeatedly transferred between the Fraud Department, the Credit Card Department, and the Debit Card Department.

At that time, the Credit Card Department told me that they had already received my fraud report on the XXXX, and that the Sapphire card had been marked as fraudulent and was not associated with me, so they refused to provide me with the transaction details for that account.

My final call that day was with the Fraud Department, where I asked where exactly my {$10000.00} had gone. They did not provide me with an answer but instead told me to go to a branch to inquire in person. 

In this incident, I had promptly notified Chase that my account was compromised, but the bank failed to fulfill its responsibilities, which directly caused the loss of my funds.

Company response to consumer: Closed with explanation