Consumer complaint received 2025-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IA

Complaint narrative:
on Friday XX/XX/XXXX at approximatelyXXXX I received a text message asking if I authorized a transaction of {$2000.00} to my Chase Account & to reply yes or no. I replied no, then received another text saying a representative from Chase Bank would call me to discuss my next steps. Approximately15 minutes later i received a phone call from a gentleman claiming to be XXXX XXXX from Chase Bank and the call is being recorded for quality assurance. He sent me a link to sign into my chase account, where I was asked to log in. The log in had to be validated by using an otp, which I got from Chase... but unfortunately this otp was used to authorize a money transfer via XXXX. During my conversation with him, he made a rude remark. I immediately called Chase customer service and explained what had happened and that I needed to stop this transaction. The customer service representative said she would freeze the account, and to visit my nearest Chase Bank. The nearest Chase Bank is 45 miles away from my home and was not available to get there until Monday, XX/XX/XXXX. On XX/XX/XXXX I called Chase customer service at XXXX to discuss if there was any more information regarding my account. The representative said no, claims department is not open til Monday, XX/XX/XXXX. On Monday XX/XX/XXXX at XXXX XXXX CST, traveling to my nearest Chase Bank branch, I called Chase customer service to inquire if any activity or information was available, there was not. When arriving at the branch I explained what had happened and that I needed to close my account. The associate at the branch had my account number changed and assured me the transaction would not be authorized for withdraw. The following day, XX/XX/XXXX i noticed the transaction of {$2000.00} had been taking from my account, why? The account number was changed, how could this transaction take place if my account number was changed. I called the Chase Customer Service on XX/XX/XXXX at XXXX XXXX letting them know about the transaction, I was directed to call the claims department after XXXXXXXX XXXX EST. At XXXX XXXX CST, i called and spoke to the claims department, gave all the information and they told me it would take up to 10 days for the claims department to investigate. On XX/XX/XXXX at XXXX XXXX I called the Chase Branch I had visited and asked to speak with the associate that helped me, he was unavailable, so a different associate took the call. Again I explained to the new associate what happened he advised me to file a complaint and the branch manager would call me. At XXXX pm XXXX i had yet to receive a call from branch XXXX, no one answered the phone when i called, so I left a message. On XX/XX/XXXX at XXXX i called Chase customer service to discuss what was going on, again told no new information. On XX/XX/XXXX called the branch again to only get voicemail, no call from branch manager still. On XX/XX/XXXX I called customer service and they told me that my claimed was denied because i had authorized this transaction XX/XX/XXXX I reached out to the branch i visited, no answer left voicemail. On XX/XX/XXXX at XXXX XXXX  CST i called customer service, the phone call was 57 minutes long for them to tell me they could do nothing because it was a third party platform, once the money is taking they have no way of getting it back. Why were they able to get my {$2000.00} if my account number had changed? In the meantime autopay transactions were still trying to take money from my account. My account the old account number was overdrawn by $ XXXX. Please help me to get my {$2000.00} back which i feel I did all the proper steps to avaid this transaction.

Company response to consumer: Closed with explanation