Consumer complaint received 2024-07-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
This complain is directed to Chase bank. My wife and I have recently been targeted by hackers trying to take money through our accounts, most recently through our accounts with Chase. While supposedly the bank offers " zero liability fraud protection '', they are declining any attempt to report fraud and hiding behind what they say is that our IP addresses were used. However, these are not our transactions and IP addresses are easily spoofed. There are three general claims that we need help on. The first is a business account and the other two are personal. 

Acct ending XXXX ( XXXX XXXX ) - On XX/XX/XXXX, the first XXXX transactions filed on this new account were XXXX, and XXXX taken through XXXX separate XXXX transactions XXXX 
( business account ). We had recently moved to Chase, after being targeted with online Fraud, we moved our bank accounts from XXXX XXXX to Chase. We then corresponded with our old bank, XXXX XXXX to setup an autopay on the account for a mortgagee still there and immediately, had XXXX moved out of a brand new account at Chase in the amount of {$4000.00} through XXXX. We had never setup XXXX on this account and these were the first transactions in the account. We immediately reported this to Chase. The suspect used XXXX different IDs in making the XXXX payments to themselves : XXXX, XXXX XXXXXXXX, XXXX XXXXXXXX. The daily maximum for XXXX XXXX and they took exactly that much from the account. The case number is XXXX and they declined to refund back the stolen money and told us there is no way to appeal. This money was stolen and the reason Chase is using is that it was our IP address -- which it was not. XXXXXXXX XXXX also automatically put XXXX on this account -- when we never specifically opened it for this account. A police report was filed for this. 

The second Personal account ( ending XXXX personal account ) - On XX/XX/XXXX, we had some latest fraudulent activity- XX/XX/XXXX. We had XXXX transactions- XXXX for {$100.00} and another for {$10.00} from XXXX XXXX XXXX. The third transaction tried to go through in the amount of {$650.00} luckily because Chase flagged it as fraud. So we need to have the fraudulent amount of {$110.00} returned to us. We have since locked all debit cards at this point. However, in addition to these new claims -- we are seeing an earlier set of claims on this account now being reversed where Chase had originally given us provisional credit. On XXXX XXXX XXXXXXXX XXXX was sent in the amount of {$100.00} ( to XXXX ). Then {$300.00} ( sent to XXXX ), and another {$100.00} ( to XXXX ) and {$100.00} ( XXXX ). XX/XX/XXXX, they provided a provisional credit back. But now we are seeing them starting to be reversed - on XX/XX/XXXX in the amount of {$100.00}. This amount needs to be returned and no further reversals should be done, as these amounts were not authorized by us. 

On our son 's account, XXXX XXXX, ending ( XXXX ) - account items were reversed on XX/XX/XXXX after putting in the claims for a number of transactions that were noted someone that had gotten access to his cash app that was linked to his checking account. The original balance was {$2700.00} on XX/XX/XXXX. When the fraud was noted, there was a balance transfer to create a new account from the original fraud account from XXXX XXXX. After providing an initial provisional credit, Chase did nothing to help us -- and simply reversed back the entire set of transactions that were marked as fraudulent. There is now a negative account balance of {$2100.00}. We need Chase to overrule these reversals, as they were fraudulent charges not made by our son. 

Overall, Chase is not standing by us as customers and whether it was XXXX fraud on a business account of cash apps that somehow got access to our debit card, Chase simply declines any attempt to report Fraud citing that our IP address was used. In speaking with XXXX XXXX today, they said that this is very common and that hackers are spooking IP addresses regularly. These activities are clearly not in our spending history and we have no other recourse by to turn to the CFPB to help. 

Thank you for your help in this matter. I can be reached at XXXX and my cell is XXXX. -- Sincerely- XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation