Consumer complaint received 2026-04-21 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: FL

Complaint narrative:
My wife, my son, and I were victims of identity theft initiated by a SIM swap on our three XXXX by XXXX cell phone numbers. The unauthorized SIM swap appears to have occurred at or near XXXX XXXX XXXX XXXX, XXXX, PA XXXX. XXXX by XXXX delays and inaction prevented us from quickly regaining control of our lines. On XX/XX/year>, at approximately XXXX XXXX, I called Chase from a co-workers phone to report the identity theft and suspected phone hacking. Despite this advance warning, fraudulent XXXX XXXX transfers continued. I called Chase again at XXXX XXXX, XXXX XXXX, and XXXX XXXX from various phone numbers to continue reporting the fraudulent activity and ensure they would lock down my bank accounts. The Chase representatives assured me that various measures were being implemented to stop any fraudulent activity. On XX/XX/year>, we visited a Chase branch. They closed the original compromised account and opened a new joint account ending. This new account was immediately compromised again. The attackers continued unauthorized transfers on XX/XX/year>, despite our best efforts. Upon realizing the new account was also compromised because the fraudsters had opened an online account under my wifes name and linked it to ours, we returned to the branch on XX/XX/year>. They then opened yet another account and flagged the fraudulent online account, which Chase later closed and removed from our profile. To our dismay, the fraudsters also gained access to the latest account and attempted to set a utility payment for {$8500.00}, which we were able to stop. My phone line was restored on XX/XX/year>, at XXXX XXXX ; my wifes line was not restored until XX/XX/year>, in the afternoon, after my son filed a complaint with the FCC. Chase refunded the portion of the {$8300.00} in unauthorized XXXX XXXX transfers that occurred under my wifes name ( XXXX XXXX transactions dated XX/XX/XXXX ), as shown by the reversals on our XXXX statement. However, in their denial letter dated XX/XX/year>, they refused to refund the portion under my name ( XXXX XXXX transactions dated XX/XX/XXXX ), listing disputed transactions totaling {$4000.00}. They apparently relied on notifications sent to our phone number that were approved. However, the fraudster had full control of our phone numbers due to the SIM swap. Despite dozens of phone calls with Chase representatives, their continued denial of this legitimate fraud claim has caused significant additional stress and frustration, compounding the harm from the identity theft. These transactions were not authorized by my wife or me. I promptly reported the fraud to Chase beginning on XX/XX/year>, at XXXX XXXX and continued reporting it multiple times that day and on subsequent days, both by phone and in person. I have filed an FTC Identity Theft Report and have an active police case with the Financial Crimes Unit of the XXXX XXXX XXXX Police Department. Under the Electronic Fund Transfer Act and Regulation E, we should not be held liable for these unauthorized electronic fund transfers. I request that Chase immediately reverse the denial, conduct a proper investigation that accounts for the SIM-swap identity theft, my prior fraud notifications on XX/XX/XXXX, and the repeated account compromises even after branch assistance, and credit our account the full remaining {$4000.00} plus any related fees. This crime has also caused our family multiple days of lost work and significant emotional suffering.

Company response to consumer: Closed with monetary relief