Consumer complaint received 2024-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
All times are given in XXXX  At around XXXX XXXX on XX/XX/XXXX my phone, a XXXXXXXX XXXX XXXXXXXX was factory reset via the email Immediately proceeding this, I was unable to access calls or texts due to an XXXX swap. This was done via XXXX XXXX chat and XXXX was placed on an XXXX. This is information provided to me by XXXX XXXX. 

During device recovery via XXXX account " XXXX '', I received multiple emails regarding fraudulent transactions. The individual ( s ) making these purchases had access to my email " XXXX '' and approved a transaction that seems to have happened at a physical branch JP Morgan Chase in XXXX  totaling {$1000.00}. I am unable to currently access which exact location due to restricted access to online banking. Another transaction totaling roughly {$3500.00} at a XXXX XXXX was attempted, but I was able to decline this transaction. XXXX XXXX transactions were attempted and denied from this account. A fraudulent account under my name was created with JP Morgan Chase and a wire transfer of {$2000.00} was sent to this account. I reversed the wire transfer manually into my legitimate account. I spoke to a representative who flagged and closed this fraudulent account. JP Morgan Chase was immediately contacted to flag these transactions as fraud. 

After these two instances, I arrived to a XXXX XXXX store in XXXX XXXX, XXXX at around XXXX XXXX. The representative there assisted me in gaining access to my eSim on my XXXXXXXX XXXX XXXX. After arriving back at my apartment in XXXX XXXX, XXXX at around XXXX pm, I began to remove all payment information and change all passwords to all of my online services. A call was made to XXXX regarding the soft inquiry and application under my Social Security number, they informed me that after this call, the account would be flagged for fraud. I placed a credit freeze on all 3 credit bureaus and noticed a soft inquiry via XXXX and another I can not remember due to not currently having secure access to these reports.\ All credit/debit cards were reported as stolen. On XX/XX/XXXX, at XXXX XXXX I went into a physical JP Morgan Chase located at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I withdrew {$2700.00} dollars in cash from my account and sat with a representative to attempt to secure all accounts. My credit card was cancelled and security measures were put in place to prevent further fraudulent activity. 

At around XXXXXXXX XXXX I went to a XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. They assisted me in closing transferring account information. At XXXX XXXX I received notification that a charge was added to a JP Morgan Chase Credit card. This credit card had been added to my account in branch at the above mentioned physical location. I had not received this card. This action was taken via online banking for a XXXX XXXX transaction. On XX/XX/XXXX at XXXXXXXX XXXX, I received notification that a wire transfer of {$2500.00} was sent to a XXXX account, referred to above. During this time, a JP Morgan Chase representative called me asking about the Credit Charge on XX/XX/XXXX, at which point I informed her of the XXXX wire transfer. Further security measures were taken and accounts have allegedly been secured and closed. Around XXXX XXXX I called XXXXXXXX XXXX, requesting information on the above mentioned XXXX swap, which confirmed information I had received from the representative at the physical location on XX/XX/XXXX. They provided details mentioned above. 

Since the initial XXXX claim filing, Chase has denied my claim that funds were withdrawn fraudulently twice. Chase added an unlocked credit card to my online banking with no security measures and I was never informed that I could transfer the account to a new account number to avoid further fraudulent activity. Chase allowed a fraudulent account number to be opened on my online banking and allowed an attempt to transfer funds into said fraudulent account, despite the entirety of my online banking clearly being reported and affected by fraudulent activity. Despite submitting all information attached to this complaint, they have determined that they can not prove fraud, despite filing 2 separate law enforcement reports. When on the phone with a representative on XX/XX/XXXX she reported that " someone made a mistake, this is so embarrassing '' on a recorded line. I believe this statement and the handling of the situation gives reason for myself or anyone else who's funds are handled by Chase to reasonably be able to rely on or trust this institution in the unfortunate event of account take over and fraud via checking account and debit fraud. Chase allowed {$2500.00} to be transferred into a fraudulent XXXX account despite my legitimate checking account being flagged for fraud funds were returned due to low fund in legitimate account after withdrawing all of my funds myself to avoid more theft. Chase did nothing to prevent or assist me in this matter. Chase reported that I needed to file a additional information for the claim sent via mail, which was never received. 

I have attached a full time line of events in the form of screenshots, police reports and record of XXXX swap to this report for reference.

Company response to consumer: Closed with explanation