Credit card -- Closing your account -- Complaint #7811760

Complaint Overview

Complaint ID: 7811760

Company: Jpmorgan Chase & Co.

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Closing your account

Sub-Issue: Can't close your account

State: Pennsylvania

ZIP Code: 19406

Date Received: 2023-11-06T12:00:00-05:00

Date Sent to Company: 2023-11-06T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Chase is refusing to acknowldge the identity theft and holding me liable for fraudulent transcations inspite of repeated explanations I am writing to you to document an issue with identity theft that I have complained to chase about previously. To sum up, On XX/XX/, my phone number was hacked. My provider is XXXX XXXX which uses an e-SIM service. The e-SIM was ported out to a different device. Once the hacker got hold of my phone number, he utilized phone based authorization and OTP services to get into my credit card accounts including Chase. He opened a new credit line with Chase under number # XXXX now ending XXXX If they check the date of the transaction they will find that this account was opened on the same day - XX/XX/XXXX. Before the physical card was dispatched, the hacker added the virtual card to XXXX XXXX ; and was able to utilize it for two transactions at XXXX totalling {$370.00}. Without phone access, I had to go in person to the branch multiple times to explain the situation and request the account be stopped. At the same time, the hacker also opened multiple credit lines with other companies. I have been a Chase customer for over 5 years and my account has always been well maintained. I have explained this situation multiple times in person ; and providing the same detail via this email as well. I want to emphasize my profound frustration and disappointment in the way this matter has been handled so far. I have consistently provided all necessary information, with a detailed chronological account of events from the day it occurred. I have visited my local branch multiple times over the past four weeks, made countless phone calls to your fraud department, and yet, I still find myself in a situation where the investigation officer 's demeanor has been less than accommodating. I have been met with rudeness and disbelief, with inquiries as to why I am reporting this after 60 days of the incident. I would like to request that you close this account and waive the charges on this account - while ensuring that this does not affect my credit score and record. My credit has also been frozen with all the credit agencies and if you check with them, they can verify the same I have provided them screenshots as documentation of the activities around that time period ; complaint that was provided to XXXX XXXX ; as well as the email that was sent to the Police department in XXXX XXXX XXXXXXXX with the appropriate complaint number already provided them I kindly request that you conduct a thorough investigation into this matter, provide me with updates on the progress, and work with me to resolve this issue promptly. I look forward to a swift and satisfactory resolution, as I believe it is in the best interest of both myself and Chase Bank.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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