Consumer complaint received 2025-12-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
In XX/XX/XXXX, I became the victim of a XXXX swap attack. On XX/XX/XXXX, my XXXX XXXX was fraudulently ported out, leaving my phone in SOS mode. The attacker used the compromised number to access my Chase online banking. No funds were taken at that time. I immediately contacted Chase to restrict online access and visited a branch to update my phone number to my daughter 's number, believing my device had been hacked. 

On XX/XX/XXXX, my daughters XXXX number was also fraudulently ported out in a similar XXXX swap attack. Her XXXX  XXXX XXXX and Chase accounts were compromised. The attacker accessed my Chase account again and added a verbal password without my consent, despite an existing password. I was denied authorization over the phone. We switched to XXXX immediately and visited the XXXX Chase branch XXXX XX/XX/XXXX to update contact details, change email, close compromised accounts, and open new ones. 

On XX/XX/XXXX, the attacker accessed my online banking again. At the branch, I discovered the XXXX XXXXXXXX number was still linked to my account. I updated my phone and email again, closed and reopened accounts, and requested that online banking be disabled and all future transactions require in-person verification with two IDs. 

On XX/XX/XXXX, I returned to the branch and found the compromised number still listed. The banker updated my information and froze my personal checking and savings accounts. I kept the joint account open for bill payments. Between XXXX and early XX/XX/XXXX, I used in-person banking only. Everything appeared normal. 

On XX/XX/XXXX, I discovered my joint checking and savings accounts were nearly empty, and the personal checking had a XXXX balance. The banker found that {$45000.00} had been transferred from savings to the joint account and spent in fraudulent transactions starting XX/XX/XXXX. The fraudster initiated approximately 178 transactions across 17 companies, including purchases, transfers, and reversals. This occurred despite repeated instructions to disable online banking and freeze accounts. 

From XXXX XXXX XXXX I filed XXXX claims for unauthorized charges through the branch. Chase said resolution would take 710 business days. On XX/XX/XXXX, most claims were denied as authorized. Chase requested proof of my work schedule, which I submitted on XX/XX/XXXX. One reimbursement check arrived ; the second was stopped by Chase. On XX/XX/XXXX, Chase claimed documents were not received ; I resent them. On XX/XX/XXXX, I visited the branch to cash the check but was informed Chase had closed all accounts without prior notice. As of XX/XX/XXXX, there has been no resolution. Branch managers stated they escalated the case but have not received updates. 


Financial Impact : Before fraud : {$67000.00} across savings, personal checking, and joint checking. 
After fraud : {$13000.00}. 
Chase has only returned {$21000.00}. Approximately {$46000.00} remains unresolved.

Company response to consumer: Closed with monetary relief