Consumer complaint received 2024-12-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XX/XX/XXXX- I went out to a bar at night & had a couple of drinks in downtown XXXX. I stopped by to get 2 slices of pizza when I was going back home. I paid for them using XXXX XXXX, that was the last time I recall using my phone. When I had arrived to the train station, I realized my phone was no longer with me. Somewhere between the pizza shop & the train station, I lost my phone. I figured I would find my phone the next day, knowing I have a back up at home and it was getting kind of late. 

XX/XX/XXXX - The next day I woke up & realized I couldnt get into my apple account to use the find my XXXX feature. So instead I logged into my XXXX account & thats when I realized somebody was able to hack into my XXXX & use my XXXX XXXX. Not only did they hack into my XXXX, they also managed to change the password of my Chase, XXXX, XXXX and XXXX XXXX accounts. They first tried to XXXX themselves money to a different account but it was declined, thats when they sent themselves over XXXX dollars via XXXX XXXX, my bank account was connected to that feature and the thieves were able to authorize charges once they changed the password to my account. They also made purchases over XXXX using my XXXX and XXXX card. A claim is currently under investigation by with these institutions. I went to the XXXX XXXX on XXXX XXXX and they were able to retrieve my apple account as well as access to the Find My XXXX feature. My phone was last located in the XXXX XXXX XXXX, by XXXX XXXX. I placed the stole XXXX on stolen mode and that was it for the unauthorized charges, they finally stopped. More about this later. I spent the rest of my day calling every banking institution that I had a credit card under and replaced all my credit cards and debit cards, as well as reset my passwords. 

XXXX XXXX I couldnt do anything this day because my back up phone had not yet arrived to my apartment & I had to work the early shift at my job. 

XX/XX/XXXX- I visited a Chase Bank XXXX on XXXX XXXX XXXX, to try and talk to a XXXX about my claim and just try to get a better understatement of when I was to expect a refund or at least a temporary credit. I spoke to XXXX XXXX, officer of Relationship Banking. The XXXX helped me get a claim under way and the Chase claims representative explained to me that they were going to give me a temporary credit after XXXX business days while the investigation is underway. I didnt like the way it sounded but the XXXX said there was little she could do at the branch. I took their word for it & exited the branch. They also explained to me that I needed to file a police report for the claim so I went later that afternoon. I went to the XXXX XXXX precinct on XXXX XXXX XXXX. I explained to the XXXX on duty what had happened & she helped me file a police report, including evidence I had that proved my phone was being used by criminals to fund their own activities. Then I spoke to a private XXXX because it had been elevated from petty theft to XXXX XXXX. From there we exchanged information & the case is currently still under investigation. 

XX/XX/XXXX- I visited the same Chase XXXX & spoke to the same XXXX. After XXXX business days, I still had not received a credit and I just wanted an update on the case. She called up the claims department and the representative said that my claim was denied. The XXXX and I were in shock and asked her if we can please get an explanation on why I was denied and she said their algorithm and biometric detected I was in use of my phone the whole time. The representative then said that there is nothing she could do & the claim is closed now. The XXXX got off the line and explained to me that there wasnt anything she could do either. Embarrassed, I exited the branch and immediately went to work as I had a shift.

Company response to consumer: Closed with explanation