Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am writing to formally file a complaint against JPMorgan Chase Bank for a series of alarming security failures that resulted in unauthorized withdrawals totaling almost {$17000.00} from my accounts, including one connected to my XXXX daughter. These events began on XX/XX/year>, and have exposed critical gaps in Chase Banks security protocols and verification measures. 

Timeline of Events and Security Failures : 1. Compromised ATM and Skimming Incident : On XX/XX/year>, I withdrew money from a non-Chase ATM. Unbeknownst to me at the time, the ATM had been compromised by a skimming device, capturing my debit card information and PIN. 
XXXX. Unauthorized Card Cancellation and Replacement : On XX/XX/year>, an imposter contacted Chase customer service, successfully canceled my debit card, and requested a replacement card to be sent to an unauthorized address. The following security failures enabled this breach : o When asked for a phone number to receive a security code, Chase allowed the imposter to dictate a phone number under their control. This bypassed the standard two-factor authentication process, which should have required the code to be sent to the verified phone number on file ( mine ). 
o The imposter provided a new address over the phone for the replacement card, which Chase accepted without additional verification. 
XXXX. Fraudulent Transactions and Withdrawals : With the replacement card in their possession on XX/XX/year> & XX/XX/year>, the imposter coordinated 42 unauthorized transactions, including : o 6 ATM withdrawals using the stolen PIN.

o In-branch withdrawals from various Chase branches, including my own daughters account.

o The total stolen amount reached {$17000.00} 4. Concerning In-Branch Withdrawal Policy : Upon speaking with a Chase branch manager, I was informed that as long as someone possesses the physical debit card and PIN, they are not required to present identification for withdrawals at a teller. This policy is deeply troubling as it disregards basic industry-standard security practices and facilitates fraudulent activity. 
Chases Failure to Respond and Uphold Security Standards : Currently, Chase Bank has denied my claims for all fraudulent ATM withdrawals and debit transactions. Furthermore, I have received no response regarding the in-branch withdrawals performed by an imposter at a Chase location. This lack of accountability reflects a systemic failure to safeguard my financial information and prevent unauthorized access. 
Violations and Consequences : Chase Banks failure to protect my account can be characterized as : A breach of fiduciary duty to protect its customers financial assets. 
A violation of privacy rights and security protocols. 
A failure to comply with standard verification and fraud prevention measures. 

These failures have caused significant financial harm and stress for me and my family. Allowing such lapses exposes Chase to potential regulatory and legal consequences, as this situation reflects gross negligence and noncompliance with federal banking standards. 

Requested Action : I respectfully request that the Consumer Financial Protection Bureau investigate this matter thoroughly and hold Chase Bank accountable for the following : 1. Reimbursement of all unauthorized withdrawals totaling {$17000.00} 2. A comprehensive review of Chases security and verification protocols to ensure this does not happen to other customers.

3. A clear explanation from Chase regarding their failure to detect and prevent this fraudulent activity.

4. 
I trust that the Consumer Financial Protection Bureau will take this matter seriously and advocate for stronger protections for consumers. Please let me know if you require any additional information or supporting documentation to move forward with this complaint. 
Thank you for your time and attention to this matter. I look forward to your response and resolution. 

***CHASE BANK , PLEASE REVIEW THE AUDIO FILE, TRANSCRIPTS, AND VIDEO FOOTAGE TO CLEAR ME THAT I DID NOT COMMIT THIS CRIME*** Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation