Consumer complaint received 2024-10-22 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
The closing of my fraud claim is unwarranted. I provded a police report and this statement with my hope that this matter would be finally resolved in a positive and fair manner. It was denied many times. 

My phone and drivers license was stolen the night of XX/XX/XXXX. I did not have access to a new phone until the evening of XX/XX/XXXX since I was working in a different state as my mom and my phone is on her XXXX account. The logistics of getting a new phone were difficult since my drivers license was also stolen. I went in person to the Chase Branch in XXXX TX on the first business day after the theft, XX/XX/XXXX. I was not aware that my account was compromised until then since I had no access to my account without my phone. 

Chase Bank has a fraud alert system that should have detected these fraudulent transactions. There were XXXX transfers of money from my account that should have triggered the alert system. It has been said that I use my XXXX XXXX for transactions so it wasnt unusual to have transfers. I occasionally use XXXX XXXX, that is true, but there has never been a situation where I have transferred XXXX amounts ( XXXX XXXX day and XXXX the next day ). XXXX for {$250.00}, XXXX for {$50.00}, XXXX for {$100.00}, XXXX for {$120.00} and XXXX for {$200.00}, for a total of {$6900.00}. This obviously should have triggered the alert system and the fact that it did not is a failure on the part of Chase Bank. The thief called Chase Bank 4 times on XX/XX/XXXX and I requested transcripts/recordings and this request was denied. 

Chase Bank has a Zero-Liability Protection plan for its customers. I am a customer. I was a victim of a crime and I have not been treated as such. XXXX has treated me as though I was a party to this crime because it involved my phone and my XXXX XXXX. Also, it was said that no other devices were used. My XXXX account was emptied without my knowledge and without my approval after my phone was stolen by a criminal on the night of XX/XX/XXXX. The thief must have furtively observed my passcode before stealing my phone because the transfers were made in the days after my phone went missing on XX/XX/XXXX and XX/XX/XXXX. There is no possible way they would have been able to use XXXX ID a day later or 2 days later. 

Chase Bank encouraged me to attach my account to XXXX XXXX when I became a customer and in fact walked me through the process first hand. At no time, was I warned that my money was unsafe and that Chase Bank would not protect me from fraud and crime involving XXXX XXXX. In fact, on the XXXX website, there is a XXXX XXXX tab that states you can be confident knowing your purchases and account information are protected. Also, it indicates XXXX XXXX monitoring to detect unusual account activity. 

I do not deserve the treatment I have gotten from Chase Bank. I reported the theft promptly on the next business day. I filed a police report. I have cooperated fully in the Chase investigation. As a customer, I expect to be covered by the Zero-Liability Protection policy and to be immediately reimbursed {$6900.00}. On the Chase.com website, it states Chase credit, debit and/or Chase Liquid cards have Zero-Liability Protection for any unauthorized card transactionsas long as they are promptly reported. 

Thank you for your consideration.

Company response to consumer: Closed with explanation