Consumer complaint received 2025-08-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
I was sent a text and email from Chase Bank at XXXX on XXXX, XX/XX/XXXX stating that I " signed in with a new device ( XXXX XXXX XXXX XXXX XXXX ) ''. At XXXX XXXX  I got an email stating that I " added XXXX XXXX as a recipient '' for XXXX money transfer. XXXX XXXX transfers were then made from my account to XXXX XXXX ; XXXX for {$240.00} and XXXX for {$250.00}. I woke up that morning at approximately XXXX to all these texts and emails. I immediately tried to log into my Chase account and my FaceID and saved password were logged out. I then logged into my Chase banking app with my username and password and got in. Once logged in, I saw that the new XXXX recipient was added, as well as the fraudulent transfers. 
I called Chase bank to report the fraud. I had to call them XXXX different times because I was transferred to outsourced employees in a different country that I could not understand. During the final call from home, I was able to add a verbal ID and reset my user and password, I also removed XXXX from my account and locked my card. I asked why I was only alerted in real time when someone was already in my account and was not sent a XXXX factor authentication code since a new device and phone number was attempting to log into my account. I was told my the Chase employee that Chase gives people the option to choose the method by with they validate a device. The methods are a code sent via email, a code sent via text or a new third way ; to scan an ID. I asked Chase if they had my ID on file to validate any ID to allow access to my account. They said no. I asked how they could use an ID to verify my identity if they did not have my ID on file. The agent said they didn't know. I then asked if they had access to the scan of the ID to verify if it was indeed me, and was told only the fraud department would know. 
I then went to the nearest Chase Bank branch at XXXX XXXX XXXX, XXXX XXXX, NJ. I spoke to branch manager XXXX XXXX and explained the fraud. I asked the same questions about how and why someone was allowed access to my account without valid XXXX factor authentication using my email or phone number on file. She was unable to answer my question and, once again, put me on the phone with a foreign employee who could not access any information. I was assured that a claim was filed and that Chase was investigating.

I then went to the local police department and filed a police report. I was sent a link to upload any evidence I had and uploaded screenshots of the emails and texts I received from Chase. I also filed a complaint against Chase at the Federal Trade Commission. 
I then went back to the local branch to let them know I filed a police report. I spoke again to XXXX XXXX and told her my concern, as I had been in that branch 6 days earlier to open a new checking and savings account for my teenage son. Upon opening those accounts, I was asked my the banker to supply my ID and have my son enter his new user and password, which were linked to my account. I asked XXXX XXXX to look into inside fraud since Chase has my log in info. She incredulously denied that a branch banker could access my account.

I have since called Chase again on Monday XX/XX/XXXX to verify that a claim was indeed filed and asked for the claim number, as one was not supplied to me. Chase then gave me a claim number and told me I would be contacted within a few days.

Company response to consumer: Closed with explanation