Consumer complaint received 2025-07-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
I received a letter from XXXX  as they were rescinding my Fraud Alert/Freeze. This letter was received 5 days prior to me abruptly leaving my home due to a death in my family. I was given 30 days to respond however, I was gone for XXXX of the 30 days. I have tried to contact XXXX  and unable to reach them via phone as I experience issues with their teleprompter. Im also unable to login to my account. XXXX  advised me that I would have to send XXXX copies of identification to confirm my ID. However, in the meantime, this fraud alert expires and still needs urgent attention. Here are the recent updates to my fraud alert. 

XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, NC XXXX XXXX Date : XX/XX/XXXX XXXX  File # XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, PA XXXX Subject : Formal Statement Regarding Identity Theft and Delayed Response Please accept my sincere apologies for the delayed response. Over the past XXXX and a half weeks, I have been managing the passing of a close family member, which required me to be away from home and unavailable. During this time, I did not have access to mail or critical documents. 
Additionally, I encountered restricted access to your online and telephone platforms, which further limited my ability to communicate. As mail was my only remaining option for correspondenceand I was away from my residenceI was unable to respond in a timely manner. 
I am writing to formally report that my identity has been compromised since XXXX. However, I was unable to confirm the full scope of the breach until XXXX. During this time, my former employer unlawfully accessed my personal devices and leaked confidential information to the dark web. That data was subsequently circulated within the organization and, through a coordinated smear campaign, reached the broader public. These actions represent serious violations, including identity theft, predicate acts under the XXXX statute, and misuse of power under color of law. 
My personal information was further shared with government officials without my consent, and I have reason to believe that all of my personal devices and home network are now compromised. As a result, every interaction that requires my Social Security number or identification subjects me to ongoing financial and reputational harm. 
In XXXX, I attempted to formally report this identity theft to the XXXX XXXX XXXX Despite my efforts, my online reports were repeatedly denied unless I provided detailed financial evidence of the theft. I explained that I was still in the process of reviewing my financial records and sought only to report that my identity had been compromised. Still, the department refused to process the report without attaching specific monetary losses. This ultimately forced me to prematurely provide financial documentation and assign a dollar value to crimes that should have been acknowledged based solely on the identity breach itself. 
Further, in XXXX, my Chase account was affected by identity theft, which Chase has record of this information and they were informed. In addition, in XXXX, an unauthorized account was opened in my name with XXXX XXXX XXXX, linked to an XXXX XXXX card without my knowledge or consent. These incidents highlight a pattern of fraud that continues to impact me across multiple institutions. 
I believe the refusal by local authorities to accept my initial report constitutes procedural negligence and may have undermined my rights as a victim of identity theft. This situation requires immediate attention and proper documentation by all relevant agencies to ensure that these ongoing harms are fully investigated and appropriately addressed. 

Thanks, XXXX XXXX

Company response to consumer: Closed with explanation