Consumer complaint received 2024-03-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XXXX, XXXX, XXXX, I was a victim of identity theft. My phone number was ported out. My two bank accounts XXXX XXXX  and Chase Bank were hacked. My XXXX account was hacked. Hackers also opened a XXXX XXXX Account  and XXXX XXXX account under my name. 
I called Chase bank around XXXX to report that my Chase Bank had been hacked and hackers were sending money out of my account. But the representative refused to restrict my account because I was unable to receive a code on my phone although I reported my phone number was hacked. However, he suggested that I go to a local branch to verify myself and report the incident. 
Then I rushed to a local branch near my work in XXXX XXXX located on XXXX XXXX XXXX, XXXX  XXXXI requested A Banker to cancel all my transactions including a {$25000.00} wire transfer. She called the Back Team, closed my account and opened a new account and moved all my money to the new account. She also deleted my phone number and closed online banking and restricted my account. She assured me that my money should be secured and nobody can make any more transactions from my account since she closed online banking. She showed me none of the transactions including {$25000.00} wire transfers were processed. And all my money will be secured. I called the Chase bank on XX/XX/XXXX to follow up and I found out there was another unauthorized {$25000.00} wire transfer posted on XX/XX/XXXX in my account and the initial {$25000.00} still went out. I went back to the same Bank in XXXX XXXX and asked how my money went out since I reported those transactions before they were processed. None of the bankers including the Manager could give me an answer, they all believe there is no way money should be going out. 

On XX/XX/XXXX, The same Banker opened claims for those two {$25000.00} unauthorized transactions, and made complaints to Branch escalation Department. She also made multiple efforts calling different departments to refund my lost money. 

I also called Chase Bank many times and visited many Branches to find out how my transactions were processed. None of them have an answer. They all say they dont know how this happened. 
However, I recently found out Chase Bank dismissed my claims two times already without any communication with me. They never asked me for any documentation if needed for investigation. The Bank never sent me any letters yet and never made any calls to me and never refunded my money. 

My XXXX XXXX account was also hacked. I reported to them at the same time as Chase Bank but XXXX XXXX  refunded all my lost funds within a couple of days. 

I believe Chase Bank internal Team is involved in these Fraud Transactions or ignored the Bankers request to monitor my account since the account was hacked. My account was restricted and online banking was suspended. The online banking Team still stole my money. 

On XX/XX/XXXX, After leaving Chase Bank I bought a new sim from XXXX. I called my mobile carrier XXXX XXXX and reported my phone no was hacked. XXXX XXXX suspended my service immediately. 
I have confirmation email from XXXX XXXX  that my phone has been suspended since XX/XX/XXXX I also called local Sales Representative, from XXXX XXXX, where I bought the phone service from and paid the bill every month to recover my SIM. I have a confirmation from the salesperson, who later was able to recover my sim and gave me a replacement SIM card on XXXX/XXXX/XXXX although my phone service is still suspended. 

On XX/XX/XXXX, I filed a police Report I filed in my town XXXX XXXX and an identity theft report. 
XX/XX/XXXX, I called the Police in the Branch and police confirmed the incident with the Banker,

Company response to consumer: Closed with explanation