Consumer complaint received 2024-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I believe Chase is responsible because they did not explain to me how they came to the results of their investigation of the XXXX Hack. They did tell me to take any steps to prevent the ACH to a fraudulently modified vendor account High level : Account hacked XXXX XXXX. XX/XX/XXXX XXXX XXXX after investigation XX/XX/XXXX. 
Chase had me Change Password only and add authentication Sent wire to a vendor I have sent before. XX/XX/XXXX I sent an ACH to a fraudulently modified vendor account XXXX in XXXX changed account # s for Vendor ACHs. 
No one at Chase will tie the Hack and wire together and answer my questions. 

SUMMARY Fraudulent ACH XX/XX/XXXX ACH payment to XXXXXXXX XXXX XXXX Amount : {$46000.00} ( USD ) Transaction number : XXXX XXXX XXXX year Someone hacked into my account and stole XXXX miles. 

I called and the CSR told me my account had not been hacked but they confirmed the miles were taken fraudulently. 

I changed my username and password. Customer Seervice told me to take no other action. 

The miles were returned to my account. See statement XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX I sent an ACH to a customer. I have repeatedly sent to this customer- this was not the last time. XX/XX/XXXX ACH payment to XXXXXXXX XXXX XXXX  Amount : {$46000.00} ( USD ) Transaction number : XXXX They did not receive it. I checked the account and it went to an account we had never seen before. 

XX/XX/XXXX I realized my account HAD been hacked last year and ACH account # s had been fraudulently changed and contacted Chase and explained everything about the XXXX Hack and stolen miles XX/XX/XXXX I went to my Chase Branch in XXXX XXXX and spoke with XXXX XXXX ( XXXX XXXX XXXXXXXX XXXX XXXX ). he said he would follow-up. 

XX/XX/XXXX I started checking older ACH accounts and found another one that has been changed. The transaction went to the correct bank... they changed it right after probably... I emailed XXXX XXXX ( My XXXX XXXX XXXX XXXX ) and requested someone check? 

XX/XX/XXXX - My Claim was refused and I emailed and spoke on the phone with XXXX XXXX ( My XXXX XXXX XXXX XXXX ) and asked him what the next step was. I found files I did not recognize on my hard drive that chanse in the name from XXXX ( THis did not come up when I ran XXXX XXXX XXXX XXXX ). See attached screenshot. 

XX/XX/XXXX - XX/XX/XXXX I emailed XXXX XXXX without answer. 

XX/XX/XXXX XXXX emailed me and we spoke on the phone and he gave me a number to call. 

XXXX XXXX I emailed XXXX XXXX XXXX Looking for a next step. ( See complete letter below. ) " Seems Chase is not accepting any responsibility and I have lost all of that money. What is my next step? I did not realize that Chase never reached out to the other bank to reverse the transaction. ON XX/XX/XXXX and my visit to the branch... I was told they would try to reverse the transaction. Chase did not reach out because they ignored the hack in XXXX and determined there was no Fraud. Why wasn't I told there was a limited time to try to get the money back and I should check with Chase before that deadline? '' XX/XX/XXXX I finally spoke with XXXX XXXX. He listened to me and said he would get guidance. ( see below email that summarizes this conversation. I reiterated that no one was fully investigating the XXXX Hack and stolen miles. ( See complete letter below. ) XX/XX/XXXX I spoke with XXXX XXXX again. He listened to me and all of my questions about the XXXX Hack and stolen miles. ( see below email that summarizes this conversation. I reiterated that no one was fully investigating the XXXX hack. ( See complete letter below. ) XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I emailed XXXX XXXX again and told him he or no one else had followed up with me. " Per our conversation you are going to get me more information regarding the stolen XXXX and how this is related to the hack to my account and the changing of payee account # XXXX to the thieves own accounts. " XX/XX/XXXX - XXXX XXXX referred me to another # XX/XX/XXXX - I called multiple # s and my claim was reopened. It seemed they did not know about the XXXX Hack and stolen miles. I summarized to XXXX XXXX even though he was not handling the claim. ( See complete letter below. ) He confirmed he had told claims about the XXXX Hack. 

XX/XX/XXXX - Claim was closed because of lack of documentation. When I went to the claim status online there was nothing specific requested to upload. 

XX/XX/XXXX - Per the phone conversation I had with CSR... I am uploading everything that CHASE CLAIMS should already know. 

Thu, XX/XX/XXXX - I was just hung up on by the ACH Claims department. Throughout this process noone I speak to acknowledges my account was hacked and the ACH account # of the recipient was changed by the hackers. My claim was refused again after uploading all of my documents per their request. The XX/XX/XXXX ACH Claims department said this was no help... even though the XX/XX/XXXX claims person heard me out and told me to upload them.

Company response to consumer: Closed with explanation