Consumer complaint received 2025-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
On XXXX of XXXX, my account was hacked by a fraudulent loan company. 

They went in and reversed payments I made on numerous bills. 

I immediately saw this ; called Chase Bank and informed them that my account was hacked and I was seeing funds in my account that I didn't not authorized and claims I did not make. 

I told them my online banking was compromised ; they then sent me to claims then fraudulent ( actually did this 3 times. 
While on the phone with claims ; i told them all the disputes and they said they were going to reverse them all so that it wouldn't come out or my account, then I needed to be connected to fraud department to reset my user name and password to online banking and to know my next steps. 

Fraud the said that they were going to send a new card, I told them I didn't want my account closed yet because they in the currently needed to be placed back to the payments that this fake company tried taking.

They said they understood that and they would be sending information in the mail I called them back again on the XXXX because the claims were still showing pending and funds were in my account that needed to go back to them. 

They said they were still investigating and it could take up to a week. 

During that week, I got paperwork from chase showing two virtual checks that were written from Texas, I live in KY. 

A week later on my online banking I saw that one of the charges were completed and my account still had one of those checks on it. So I thought the process was being taken care of. 

The next day ; I was told to contact the specialist (? ) Department.

They said for my security, they were needing to lock me out of the account, again I expressed concern about the pending reversal. They said it was still an open account, that the investigation was still on going, that I should go to a branch in 5 business days to have them check it, close it and open a new account.

I went to a branch twice and there was no update to the account. I called back to customer service and they said they would send me information in the mail and that the investigation was still pending.

Which was odd because one of the fraudulent checks were put back where it needed to be.

Fast forwarding a month or so later after the last phone call. with no other calls, texts, emails, or mail in general about the investigation ; I get a letter in the mail saying that my account was closed with a negative balance. ( XX/XX/XXXX ) I've been getting all other chase related emails, but nothing about a negative balance or needing me to contact them. It was still showing my account was active. 

I immediately called and was transferred to the claims department. She said that I canceled the claim and closed my account on XX/XX/XXXX and that since I did that I was responsible for the funds. 

I told her that I didn't do that, I was told that this still on going, I never authorized closing my account, I was still waiting because of the fraudulent charges weren't being taken off even though people were " investigating ''. She then got and attitude and tried repeating the reason, so I told her that repeating what it showed on her computer screen wouldnt changed the fact I didn't do either of these things..

I explained again what happened and I got one of the terms wrong and messed up on my wording ; I don't know all the terminology, XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
She proceeded to say then " ma'am, this is a recorded line and you just said you didn't make a claim. '' I told her " you're not going to pick and choose my words. I told you 3 times now what happened and you're doing nothing to fix this other than repeating yourself and saying the wrong information. '' She told me that i needed to log on to the chase app and said how can I when you all closed my account without telling me. Then she gave me a fax number. 


The crazy thing about this is that the reasoning for the fraudulent charges being credited to my account, was for missing merchandise... 

How can a car payment and car insurance miss merchandise? why wasn't i contacted about SEVERAL of the same reversed claims?

Chase credited my account they should have been able to cancel and put the money back to where it belonged.

I have the checks they sent, phone logs, etc. 

I'm not pay XXXX for a banks mistake.

Company response to consumer: Closed with explanation