Consumer complaint received 2025-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
Good evening, I am submitting this complaint due to XXXX fraudulent funds transfers being made on my XXXX checking account and XXXX denying my claim. 

XXXX transfers were made on XX/XX/year>. XXXX for an amount of {$240.00} and another for {$240.00}. The next day on XX/XX/year>, another XXXX were made. XXXX for {$200.00} and the other for {$200.00}. All totaling to an amount of {$890.00} and leaving my checking account with {$3.00}. As soon as I found out about the charges I called XXXX and filed a claim, which was on XX/XX/year>. When I called to dispute the charges and file the claim I explained to them that back on XX/XX/year> my XXXX account was found in a non-Google data breach. I have email confirmation from XXXX telling me my account was compromised and will have a screenshot attached to this. I explained that my XXXX account contains all of my usernames and passwords, and that whoever was able to breach my account now had access to my banking credentials. Over the past XXXX months I've had multiple accounts with different companies ( none were banking until this point ) hacked so when I saw this I knew exactly what was happening. 

I was told by the XXXX claims representative that someone would reach out to me when the claim was processed. After not hearing back from XXXX for over a month I decided to call back on XX/XX/year>. I spoke with a rep and she informed me that the claim was closed. She stated that they came to the conclusion that I was the one that made the funds transfers and that I can upload documentation proving that I didn't. The only sort of " proof '' I have was the email I received from XXXX telling me my account was breached. I explained that I have never even made a funds transfer through my checking account to any other bank account in my entirety of having the account open with XXXX. I asked what the bank account and person 's name was the funds transfer sent/linked to, to which she told me she's not authorized to tell me. 

After uploading the screenshot I was told to give them time to review it. I called back on XX/XX/year> and spoke with rep by the name of XXXX. He stated the claim was closed again and they still believe I'm the one that made the transfers. When I asked for the reason for that, he stated that the device the funds transfer came from was a device that had already been linked to the account as well as the XXXX address. So I asked what device did it come from and the XXXX address, to which he told me he's not authorized to tell me that information. At this point I'm frustrated and demanded to speak to someone who could tell me this information. I was transferred to a rep by the name of XXXX in the Customer Service Dept. She told me that there is nothing they can do and the result is finalized. After reiterating my frustrations, that I can not afford to just lose {$890.00} and also not even be told how it was done, she tells me " it can take a few business days to be credited ''??? I tell her, you just told me my claim was denied and now you're telling me the timeframe it takes to be credited? I understood she was just attempting to get me off the phone. She then tells me she'll be getting me connected with someone from a different dept that can take a look for me. She proceeds to cold transfer me to a rep by the name of XXXX without telling him any information. So now I have to tell him the whole situation again just for him to tell me he'll have to get me with the claims dept. He transfers me to a rep named XXXX in claims. At this point I have been on the phone for an hour and asked to speak with a supervisor. 

I get connected with supervisor XXXX ( XXXX ). He tells me that he see 's the screenshot I uploaded and that the back office closed it without leaving any notes. He proceeds to tell me that they sometimes just glance at what's being uploaded so he would like to leave them a detailed note and send it back for review again. He stated the next decision would be final. 

On XX/XX/year> I called back and spoke with claims rep XXXX. He tells me it was closed, again stating it was because the device was mine. So I ask again, what was the device the funds transfers were made from? He asks for a few minutes to look into it, then tells me it doesn't tell them the exact device only an encryption. I ask him, what's the device 's encryption? He then asks for another minute to look into it. After waiting he asks me if I have an XXXX XXXX. I confirm I do, and so he tells me that's the device linked to the mobile app. I tell him I understand its linked to the mobile app, HOWEVER, I ask him specifically " is this the device the funds transfers were made from? '' To which he proceeds to tell me they're not authorized to tell me that information and that I'll need to submit a complaint on XXXX.

Company response to consumer: Closed with explanation