Consumer complaint received 2025-01-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
To whom it may concern,
I am writing to formally complain the recent denial of my claim regarding fraudulent activity on my bank account, which I reported as a result of identity theft. On XXXX I called chase bank 2 times. Once at  XXXX I called to dispute a number of fraudulent transactions that appeared on my chase bank accountXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   I provided the merchant(s) name that kept hitting my account. The rep stated she sees ALL charges under these merchant(s) and would send my claims in for each individual transaction. She did not ask for any documentation I had or next steps on what to do about my bank account since my identity had been stolen. She advised she would close my card and reissue another one. After The initial call I began to drive deeper into my accounts and found a even more substantial amount of money taken from me. I called chase back at XXXX to report the following transactions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The rep I talked to was very hard to understand. She kept talking in circles and did not let me provide all of the dates I just listed. I advised her I was calling back and another claim had been made for the other transactions. I again stated to her I was a victim of a scam and identity theft. My main concern I expressed to her was the big transaction of XXXX. If I could receive that back in full I would be okay. She stated the policy for chase is 60 days to issue a claim. But a claim representative will call me. I never received any call or voicemail. I received documentation about my claims.  Stating one was denied due to a 60 policy, however the transaction was for XXXX and settled XXXX  for $XXXX. This claim is well within the 60 day policy?  I received credit in the following days. XXXX XXXX XXXX XXXX XXXX  for a total of XXXX.  
The XXXX charge was past 60 days. but I get that credit but not the XXXX XXXXXXXX charge?? I expressed I wanted at least the XXXX  charge back more than anything and expected a rep to call me so I could provide solid evidence of my id theft. The following days chase takes my credit of XXXX out of my account due to a denial of being past 60 days. I called again and a rep advised me that it was denied due to the fact that not all charges under the merchants were filed and didnt show proof of a fraudulent charge. He advised I needed to go into a branch. At this point I am extremely mad due to the fact that I went through every charge with the reps and was told ALL charges where submitted. This is extremely emotional for me!! And to have chase not do what was promised and then deny me because an employee didnt do the proper job is NOT okay. 
I walked into a branch and sat down with a manger, she called claims and they told her again it was denied due the 60 day policy. I was face to face with someone and even after telling them about my ID theft, having printed out paper proof I was told there was nothing they could do. I was told I could close out the account after all claims have been finished and that I would still owe for the Negative amount in my account of XXXX!!    This is not a case of simply disputing a claim, this is a huge fraudulent charge that I did not authorize!! My personal information was taken from me and used to make these transactions. NO one asked me for more information, advised me on next steps in regards to my bank account or even transferred me to anyone who would be in charge of cases such as mine.  Even after face to face communication with printed proof I had!!  I firmly believe that the denial was made in error, as I TRIED to provided substantial evidence proving that the transactions in question were not authorized by me. Chase did not care my identity was taken, they failed to properly due their diligence in regards to my claims, failed to contact me about any information I had to provide them after being told I would be contacted, Never offered to close my clearly compromised account and open a new one, nor advise to Freeze that account. They did not take my evidence I provided IN-PERSON. I have filed my report with the FTC, Frozen my Credit and still have more investigating to do on how bad this has gone. 
What happened to cause this scam and identity theft:
I believe this happened when I was in XXXX  on a family vacation in XXXX. I was approached by a XXXX XXXX XXXX XXXX  or  whatever you want to call it. I had been going through a divorce, major XXXX and life crisis that had caused me to be in active therapy. This woman introduced herself to me a XXXX and that she saw my light and asked to do a reading right there in public at no cost. I said yes and she hit on a handful of things no one would of even known about me just right off the street. This made me truly believe in her. She offered to do a spiritual cleansing on me and asked for me to come to her office the next day. The address she gave me was XXXX XXXX XXXX XXXX, FL XXXX   When I went to the location she was there and it was a small store front with white book shelves on the right hand side with tarot cards and a few other items, but not much. To my left was a small high top table with 2 chairs with burning incense. There was a door directly on the back wall with the door closed. The cleansing consisted of me laying down on the office floor closing my eyes and she spoke about past painful memories and asked me to let go. At this time my phone was not by my side. Later on I believe she was able to get into my phone while my eyes where closed and I destractedAfter, she advised I needed more spiritual work and offered her services. This would include guided meditation sessions via phone call since I lived out of state and special candles imported from XXXX XXXX  That she would send me in the mail. She advised me this would cost a total of XXXX and if it didnt work my money would be refunded 100%. I told her I would think about it and get with her later. But I had to pay for todays session and she asked for me to send it using XXXX XXXX. I have never really used XXXX XXXX  and has to redownload it and when I couldnt find her on the app she took my phone and helped me. This could have been another time for her to get access to my information. I DID NOT SIGN ANY CONTRACT OR PAPERWORK agreeing to pay for anything. There was never any statements or receipts given to me and when asked she could never provide one. When I was back home in Indiana, she would always ask for me to call her at certain times to go over what she discovered during meditation and what I needed to do that night. I.E take a meditative bath, eat certain fruits, wear certain colors..etc Our coaching relationship went on for months But I stopping paying her for any services in XXXX  XXXX. I had paid for my initial sessions and that was it. At this time I repetitively asked her about my candles and when I would receive these items. At this point she would always come up with an excuse and say I wasnt ready yet and needed to do this one more thing. This even went as far as me sending her a notebook of my journals, my old wedding ring and other personal items. She knew I was hesitant at this point when it came to sending her my personal items. She was extremely convincing and I wanted to believe this was the way to feel better. She provided me her home address: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL  XXXX. I noticed gradually that my account was losing money faster than it should of. Unfortunately for me due to my abusive ex husband I have major XXXX  about looking at my account. Plus with the major XXXX  I could barley go to work and shower let alone manage anything else. I finally caught on to something when I noticed that someone had been trying to use my information for a loan. That prompted me to look into my personal information using the IXXXX XXXX website. I got notices that my SS, bank, e-mail, phone number and date of birth had been leaked on multiple dark web sites. Thats when I asked my fianc for help and he looked through my bank accounts and discovered all of the fraudulent charges.  I have never accessed or authorized any transactions on my account that occurred on XXXX. With the Merchant names of XXXX through XXXX XXXX XXXX XXXX CA and XXXX CA XXXX XXXX.  I also filed a complaint with XXXX XXXX directly to dispute the XXXX  I have not heard a word from them, even though I keep requesting follow up. 
Identity Theft Report from the Federal Trade Commission (FTC) on XXXX (copy attached)
In light of the evidence presented. (see attachments) I respectfully request a full review of my case and a reversal of the denial on my claim. I am available to provide any additional information or documentation necessary to support my case.
Important Considerations: I understand Chase has a 60 day claims policy. However, in cases of fraud there may be no time limit or there is 120 day limit. 
Thank you

Company response to consumer: Closed with explanation