Consumer complaint received 2024-11-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
XX/XX/year> : Received a text notification of a false attempt to utilize my Chase Bank debit card at a cafe in XXXX Georgia while I was at work nowhere near there. I took time to change my username & password for security reasons. I checked my accounts and noticed 30+ unauthorized XXXX XXXX being processed on both my Chase Bank personal and business checking accounts to an unknown XXXX XXXX. Each transfer, other than the {$5.00}, was somewhere in the {$60.00} to {$79.00} range. 

I called Chase immediately to report the fraud and to freeze both of my accounts. By that point, a total of {$5.00} from my personal checking account and a total of around {$3000.00} from my business account had been withdrawn. There were about {$2000.00} of XXXX payments that were still in the process status that luckily got cancelled before it was too late. I informed the customer service representative that I want to make a fraud claim as these were all transactions that I did not make or approve for anyone else to make on my behalf. I was informed that there would be an investigation and that the money would be credited back. The bank immediately credited the personal account the {$5.00} back, contingent on the investigation. 

XX/XX/year> : XXXX PM, I called the Chase Bank Fraud Dept as it had been a week and I had not heard any updates and no credit had been applied to my accounts. The customer representative said that the investigation was ongoing but that the {$3000.00} was scheduled to be deposited back to the business account no later than XX/XX/XXXX, but could possibly be applied even sooner. 

XX/XX/year> : XXXX PM, My wife ( also listed on both accounts ) gets an email from Chase regarding the {$5.00} fraud claim on the personal checking account. We logged on to get the document and it stated, " We have researched the transaction ( s ) you reported on XX/XX/year>. 
We found that the transaction ( s ) was processed according to the information you provided or was authorized. 
As a result, we are removing {$5.00} from your account on or after XX/XX/year>. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ).

Contact us if you would like to request the information we used for our research. '' They indeed removed the {$5.00}. Again, this transaction was not authorized nor do we know the account it transferred to. 

This prompted us to check for a similar letter on the business account. ( As of this writing, I have not received any notice of a decision regarding the business account. We found it only because of the personal account claim notification. ) We did find a letter online regarding the business checking fraud claim which stated : " We have researched the transaction ( s ) you reported on XX/XX/year>. 
Here 's what you should know : We found that the transaction ( s ) was processed according to the information you provided or was authorized. 
No adjustment will be made to your account at this time. 
Contact us if you would like to request the information we used for our research. '' So nothing will be credited to the business account. Also again, these transactions were not authorized nor do we know the account it transferred to. 

XXXX PM, I called the Chase Bank Fraud Dept to find out what exactly they meant and what the next step is. I was told by the representative that the claim had been denied and the case had been closed because they found something with the log-in history and ISP being consistent with my banking. No new devices detected. No password change. Things were consistent with my log-in history. 

I was told the only course of action I could take now is to contact my ISP provider to request a document stating that someone logged into my ISP from somewhere else. I requested to speak to a XXXX or a person from the XXXX XXXX but was told there was no way to transfer to me such a person. They'd have to submit a notification and I will have to wait for them to get back to me. 

XXXX PM. I contacted my mobile carrier for such a document since I was on the on cell service during the time the fraud occurred. The XXXX XXXX Representative told me that they can't determine these things in a situation ; that the best I can do is print out my text log from that day to show that I didn't get any log-in/2 step verification for the account access. Because I have XXXX step multi factor authenticator. 

Next course of action : I plan on filing a Police Report to my local precinct, as well as visiting the local Chase Bank XXXX, on Monday, XXXX XXXX while I wait for an investigative team member to reach back out to me.

Company response to consumer: Closed with monetary relief