Consumer complaint received 2025-03-02 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
On XX/XX/XXXX, I discovered my online Chase Bank account had been hacked. On XX/XX/XXXX, ten transactions totaling {$7600.00} had been transferred by an unauthorized person from my checking account and on XX/XX/XXXX & XXXX eighteen transactions totaling {$14000.00} had been transferred by an unauthorized person from my savings account, resulting in a total loss of {$21000.00}. Chase banks fraud and/or claim department said they would investigate the fraud. They also asked me some questions and changed my users name and password. 

I immediately began searching for a breach on the only computer that I use for financial purposes since Im the only one who has access to it. After running XXXX XXXX and not finding anything suspicious, I purchased XXXX. When XXXX completed scanning, it had found and quarantined 6 threats ( see screen shots ). I also found a new icon in my system tray that could only have been installed from outside my home. It stated Remote Access Enabled XXXX. ( see screen shot ). I then checked Installed Apps and found that on XX/XX/year>, XXXX XXXX XXXX XXXX had been installed. ( see screenshot ) Again, not by me or by anyone physically using my computer, since I am the only one who uses this computer. I attempted to uninstall it but was denied because of a missing file. ( see screen shot ) I was able to uninstall it with a third-party program ( XXXX XXXX ) along with all associated files. I also stopped and disabled ScreenConnect Client in Services. 

On XX/XX/XXXX Chased bank refunded 12 of the 18 unauthorized transactions from my savings account and on XX/XX/XXXX, Chase bank refunded 4 more unauthorized transactions from my savings account and all 10 unauthorized transactions from my checking account. This accounted for 26 of the 28 unauthorized transactions ; all except transaction a transaction on XX/XX/XXXX in the amount of {$980.00} ( transaction # XXXX ) and a transaction on XX/XX/XXXX in the amount of {$740.00} ( transaction # XXXX ) ( see screen shots ). All 28 unauthorized transactions were transferred to the same account ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX as shown in the screenshots. At this point, I have been refunded for XXXX of the XXXX unauthorized transactions, leaving 2 transactions in the amount of {$1700.00} unrefunded. 

I have contacted Chase Banks claim department no less than 10 times concerning these two unrefunded transactions only to be told information that was that directly contradicted what I was told on a previous call. Before each call, they inform you that the conversation was being recorded, so when they contradicted themselves, I asked them to go to the recordings on more than 1 occasion but they just ignored that request. On all calls, I just received the run a round and was told they would look into my concerns and provide an answer within 10 days. Then within hours after the call, I would receive an email stating my claim was denied without indicating a reason. ( also sending these 3 letters ) During my most recent call on XX/XX/XXXX, I was told that they determined those 2 out of 28 unauthorized transactions originated from my computer although all 28 unauthorized transactions were all transferred to the same account. She basically accused me of sending 2 transactions to the same account as all 26 others, which may be the most absurd thing Ive ever heard. While asking her to explain that, she cut me off and said that unless I could provide proof ( as in the form of screen shots ), that I wasnt receiving a refund for 2 transactions totaling {$1700.00}. When I told her their system only allowed pdf, png or jpg files and my screen shots were on a XXXX XXXX. She then transferred me to another girl whose first question was, What is your password? This shocked me as they have all my information at their fingertips, so I asked her why she needed it? She never would give me an answer and was beginning to sound belligerent. The call ended at that point. On Friday, XX/XX/XXXX, I converted all those screen shots to jpegs and uploaded them to Chase Bank but I dont expect a response.

Someone stole {$1700.00} from me. I dont know who it was or how they did it. After being asked for my password, I wouldnt rule out the criminal is a Chase Employee. Regardless, I either want my money returned ( {$1700.00} ) or everything used to deny me my money, including documents, computer files, every phone call recording, etc to be used as evidence in a law suit.

Company response to consumer: Closed with monetary relief