Consumer complaint received 2024-07-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XXXX XXXXXX/XX/XXXX : I received a push notification on my phone from Chase Bank asking if I changed my email address. I responded " No '' and my account was immediately locked out. " Your account is locked due to suspicious activity ''. 

On Tuesday XX/XX/XXXX : I went into Chase branch ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX ) in the morning and I spoke with a relationship banker. XXXX XXXX XXXX pulled up my account and the first thing she asked me was, " did you change your email? ". She showed me the email address that was on the account and it was not an email address that I have. I told her the email was not mine. She then called a Chase department over the phone. The banker that I was with told lady over the phone that I have the customer here and do you think that this customer needs a new debit card and/or account number. The banker that I was with said that they don't think that my account has been comprised. 

On that evening Tuesday XX/XX/XXXX : I started having fraudulent purchases and ATM transactions on my account. 

XX/XX/XXXX : ( Call by phone ) CBP Transfer to checking XXXX. Account transfer {$1000.00}. 

XX/XX/XXXX : XXXX XXXX Fl XX/XX/XXXX. Debit card. - {$29.00}. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX AMOUNT INCLUDES EXCHANGE RATE ADJUSTMENT OF {$9.00}. ATM. - {$320.00}. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXXI AMOUNT INCLUDES EXCHANGE RATE ADJUSTMENT OF {$4.00}. ATM. - {$150.00}. 

XX/XX/XXXX : FOREIGN EXCHANGE RATE ADJUSTMENT FEE XXXX XXXXXXXX XXXX. Fee. - {$9.00}. 

XX/XX/XXXX : FOREIGN EXCHANGE RATE ADJUSTMENT FEE XXXX. Fee. - {$4.00}. 

Pending : ONLINE TRANSFER FROM XXXX ... XXXX TRANSACTION # : XXXX. Account transfer. {$800.00}. 

Pending : ONLINE TRANSFER FROM XXXX ... XXXX TRANSACTION # : XXXX XX/XX/XXXX. Account transfer. - {$800.00}. 

Pending XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Debit card. - {$270.00}. 

Pending : XXXX XXXX XXXX XXXX XXXX XXXX Debit card. - {$120.00}. 

Pending : XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Debit card. - {$120.00}. 

Pending : XXXX XXXX XXXX XXXX XXXXXXXX XXXX. Debit card. XXXX. 

Pending XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Debit card. - {$44.00}. 

Pending : XXXX XXXX XXXX XXXXXXXX XXXX XXXX. Debit card. - {$28.00}. 

Pending : XXXX XXXX XXXX XXXX XXXXXXXX. Account transfer. {$300.00}. 

Pending : XXXX XXXX XXXX XXXX XXXXXXXX. Account transfer. {$800.00}. 

Total amount = XXXX On XX/XX/XXXX : I went back to Chase Bank ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXXXXXX ). I spoke with relationship banker XXXX XXXX. I explained to him that I was at the branch the day before because my account was locked out. I then explained that I woke up to purchases and withdrawals from my account. He showed me that a replacement debit card was sent to an address in the XXXX XXXX. 

XX/XX/XXXX : CARD REPLACEMENT FEE. Fee. - {$5.00}. 

I've never been to the XXXX and I did not authorize Chase to send my card to a random address in XXXX! He then closed out the compromised savings and checking account ending in XXXX. He then initiated claims on the overseas transactions. Some of the transactions were funded back to my account on XX/XX/XXXX. Then on XX/XX/XXXX Chase claims reversed the transactions. I then went into Chase Bank ( XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX ) I spoke with XXXX and provided my work phone number and my punch in and out times from my employer. 

On XX/XX/XXXX : Chase reversed the rest of the transactions. Chase claims department has said that the transactions were made with my card and that the chip was associated to the card. Chase sent my card to another country without my knowledge or any notification. These fraudulent transactions should have been prevented when my account was locked out. Chase should've provided a new debit card and account number to me when I first went into the branch. Chase never should've sent a replacement card to someone somewhere overseas without my knowledge or any form of communication. Im asking for the transactions in question to be returned or I will have no other choice but to initiate small claims court. 

I have submitted my account statement for the month and the statement from XX/XX/XXXX XXXX am when I was at the chase branch location. I've also submitted my punch in and out times for the week starting XX/XX/XXXX. Again, I'm providing information from my employer XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX. 
Phone # : ( XXXX ) XXXX. XXXX XXXX is either XXXX or XXXX and they will confirm that I was at work inside the country when the fraud occurred. 

Thank you, XXXX

Company response to consumer: Closed with explanation