Consumer complaint received 2024-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My chase account that has all XXXX of my business accounts, personal bank account and credit cards has been hacked. Below is chronologically what happened. 

XXXX. Someone on the morning of Thursday, XX/XX/year> changed the email address on my Chase. I received an alert in my email of this. 
XXXX. I try to log on but was not able to as they changed the password. I clicked on forgot password and was not able to log on that way as well and was required to call Chase. 
XXXX. I called Chase and reported fraud. I was given a new password, setup XXXX step verification and also setup verbal password for everytime I call in. Also had Chase remove the fake email address. 
XXXX. Next day I got an alert that bank was accessed again early morning. The hackers also signed me up for XXXX of junk email, probably so I will miss the chase alert in my email. I tried logging on with my new password and couldnt, even after clicking forgot password! Had to call Chase again to get access. This was surprising given that I had a XXXX step verification on my phone to log on. This implies hacker was able to log on to XXXX server without even using my password. 
XXXX. This time, the hacker added a new phone number for when someone clicks on forgot password! Chase did not see the phone number on their end and so they could not delete it! As of now I still have the wrong phone number in my account : XXXX XXXX. They also changed the bank account of my vendors in ACH transfer to their account. Luckily, I noticed this. If I didnt and transferred money to these vendors ( usually $ XXXX to $ XXXX each ), the hackers account would have received the money and I wouldve though that it went to the vendors bank account. 
XXXX. I try to click on the vendor to see full account number but oddly enough I was not able to see my own vendors bank account number. I had to call many Chase departments and couple hour later was able to finally see the hackers account : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX. For now, I have been able to stop the hacking by limiting which IP address can access the bank account. This is also frustrating given Chase did not tell me this was possible, even after I asked them there should be a way we can block IPs that are from outside the XXXX. They said we couldnt but I was able to find this on Chase online. 
XXXX. Chase after this, transferred me to Chase XXXX again that made me do the same report where they set me up with a verbal password. I told them I had done this exact thing the day before and oddly enough, they dont have record of this or of any verbal password! 

My issue is that lack of security with Chase. For the above, it looks like hacker has gotten into you Chase 's data servers and able to control what Chase sees in their end given they were able to logon even though I had a XXXX step login process with my phone, they were able to have a wrong phone number in there that Chase did not see on their end, and they somehow removed the verbal password for calling in that I had setup the day before? Chase basically said they cant do anything. I asked them to report the hackers account and block it from taking any money from me and Chase simply said they cant. I talked to XXXX XXXX XXXX XXXX about the hackers account and XXXX was surprised that Chase did not call XXXX  to report this! 

Similar situation happened with a friend of my where somone was able to hack into the friends Chase account and literally take money out of it and Chase didn't do anything about it!

Company response to consumer: Closed with explanation