Consumer complaint received 2024-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
This account of fraud and identity theft involves Chase Bank and XXXX XXXX ticketing services. On XX/XX/XXXX, I received a Chase XXXX alert regarding a transaction for a gift card website. I did not attempt to make a transaction on a gift card website and requested Chase to close my debit card and send a new one. This alert prompted me to check my bank statement where I saw XXXX separate transactions through XXXX XXXX in the total of {$920.00}. I called Chase Bank to alert them of these fraudulent transactions and also called XXXX XXXX to notify them that XXXX transactions were fraudulently made with my information. During this time, I also checked my email and saw a new XXXX XXXX account verification email as well as emails instructing the claiming of the tickets that were fraudulently purchased. I did not verify the XXXX XXXX account or claim the tickets as I did not purchase these tickets or make a XXXX XXXX account. XXXX XXXX instructed me to change the password on the account that was fraudulently created and enable XXXX factor authentication to ensure whoever created the account would not have access to the account or the tickets during the investigation. XXXX XXXX reported to me that they had now flagged the XXXX transactions as fraud and to continue working with my bank. To support my fraud claim, I submitted evidence from XXXX XXXX in the form of conversation transcript history as well as emails from XXXX XXXX XXXX Chase Bank XXXX XXXX. The emails detailed that the transactions were fraudulent and that the account was created the same day as the transactions. I also submitted a screenshot of the Chase XXXX XXXX text message on my phone to Chase showing that Chase had identified fraudulent activity on my account the exact same day as the fraudulent transactions. After some time, I received notification that the fraud claim with the bank was denied. They did not provide me with details as to why, but I did request the details and received them by mail XXXX weeks later. I have also submitted a police report with XXXX XXXX XXXX XXXX XXXX ( I can provide the reference number to the case report ) detailing the information above. The XXXX XXXX XXXX informed me that they would not be able to do anything as there was no known suspect involved in the identity theft/fraudulent transactions. I acknowledged this, but still requested them to file a police report to document the incident. Upon receipt of the details used by Chase Bank to deny my claim, I reviewed the details and found a substantial amount of information used to deny my claim to be inaccurate. XXXX, the phone number that Chase Bank states was used for the transactions is not my phone number and belongs to someone with a different name than mine. ( I can provide specific details regarding the phone number and name ). They also detailed that " the name associated with the phone number matches the name for billing ''. The name used for billing was my own name, different than the name associated with the phone number. 2nd, Chase states that my checking account was used on XX/XX/XXXX to purchase tickets through XXXX XXXX ; however, there is no such transaction on my bank statement. 3rd, Chase states that there were tickets purchased through the same XXXX XXXX account prior to this ; however, XXXX XXXX verified that this account was created on XX/XX/XXXX just before the fraudulent transactions were made. Chase has also informed me that since I was instructed to change the password and enable XXXX factor authentication by XXXX XXXX, Chase claims that now that I have access to the account they do not see the transactions as fraud since the info matches mine. 4th, Chase states that the phone or device used to fraudulently create the account and make the fraudulent transactions uses XXXX version XXXX. My phone is XXXX version XXXX and is the only device I have other than my XXXX laptop. XXXX, Chase identified that the XXXX address used ( I can provide specific details to the XXXX address used ) to make the fraudulent transactions is XXXX miles away from my home/ billing address and that " the proximity of the XXXX address to the billing address suggests that the transactions were authorized ''. I can verify that my phone was connected to my workplace 's IP address at the time that the account was fraudulently created and at the time the fraudulent transactions had taken place. Chase Bank has denied my claim 3 times based on the information above and refer me to work with XXXX XXXX to resolve this issue. When I contact XXXX XXXX, they detail that the transactions have been flagged as fraud and to continue working with my bank to resolve the issue. XXXX XXXX will not issue a refund to me directly. I asked XXXX XXXX how a transaction was able to be made if I did not verify the account and they responded that since the information on the card matched the account information, they allowed the transaction to be completed. I am now at a point where each company tells me to work with the other company to resolve the issue. At this time I have filed complaints with the FTC, FDIC, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Attorney General, and now the XXXX XXXX XXXX.

Company response to consumer: Closed with explanation