Question

Help .  I had online banking fraud from chase .Help . I had online banking fraud from chase . Someone name Toby Paulmare took 500. 00 out of our account via Zelle. no big deal we went to the bank , closed account and opened a new account . Today I received a letter that said during their investigation there was no fraudulent activity found therefore the 500. 00 would not be reimbursed. I called and they are saying the transaction was made from my husbands device with face recognition in the beginning , middle and end of the Zelle transaction so it was made from my husbands device with his face recognition at 2:00 in the morning . there is no way my husband made this , we do not know a Toby and chase will not give us our money back ! Do I continue to fight this ? I don’t know what to do ! No one in this house did this ! This is with 100 Percent certainty! Update ! Chase put the funds back into my account this morning !  

Answer 1

Try a claim with Zelle

Answer 2

Hell yes fight!  

Answer 3

If you don't fight it, "Toby" gets away with it and does it again to someone else.  

Answer 4

Zelle uses facial recognition?  

Comments

@jochbed I just used zelle about 5 min ago through my BMO app and did not do any face recognition.  

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@drolet91 King I have PNC and I have never seen anything about facial recognition either.  

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I use Chase and Ally banking with zelle and have never knowingly used facial recognition

Answer 5

File a police report?  

Answer 6

My zelle doesn’t have face recognition

Comments

I dont see how chase would know how your phone was opened. ?  

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@drolet91 that is crazy to me.  

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@legerdemain based on the IP address of the transaction. They can tell it was a mobile device vs laptop. They can also see if Face ID is enabled to Open the app. Not saying the Bank is right, just giving context.  

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@sirocco interesting. I wonder if the provider could see if it was messed with somehow to get into it.  

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@drolet91 chase wouldn’t know this! This sounds like fraud all the way around. Call chase again

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@drolet91 I wasn’t saying the Bank is right. Just that information is available to them. I hope you are able to recover your funds.  

Answer 7

Oh hell no!  

Answer 8

How the heck do they know it was opened through Facial recognition?  

Comments

Does your husband use facial recognition to gain access to his phone

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@drolet91 That's a tough one. Do you have any security footage of your home, maybe someone sneaking into your home ? Older kids? If he was sleeping, someone could have gotten facial recognition of his face to open phone to make transaction. Just trying to give you other ideas to look into

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@ventriloquism if you’re not showing your face pretty normal it won’t open.  

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@estimable my husbands normal face would be very similar to a sleeping face lol That's why I'm giving some ideas since shes convinced it wasn't them

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@drolet91 totally! I have had to file my share of fraudulent charges through chase. I ALWAYS got my money back. So I trust they will find the truth and it may not go in your favor. That's hard when they see a phone needs a face to unlock it :(

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@estimable my iPhone will open with facial recognition in the dark

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Go into the bank in person and speak with them I am sure they will take care of it. Make sure your husband comes along.  

Answer 9

What phone does your hubby have can’t you tell when he was actually on?  

Comments

@drolet91 Go into screen time

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@drolet91 hopefully that helps in some way

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@drolet91 Thats what I have.  

Answer 10

I’d make a police report. You have the name

Answer 11

Yes,  police report. Also naming everybpoerson from chase you spoke with and when. And send it right over to chase.  

Answer 12

My zelle with chase doesn’t have face recognition either . check the activity? Does zelle have a app? Maybe take it up with zelle

Answer 13

What phone service do you have? I ask because Verizon has had an issue with this type of thing

Comments

@abm6 agh we have Verizon. Knock on wood I’m ok.  

Answer 14

Keep fighting. The bank may have that information, but file the police report and keep on them!  

Answer 15

I had a HUGE issue with chase bank in the fall. A very very large amount of money was stolen from my savings account. Then whoever took it bounced to my secondary savings and drained that one. Took weeks to get it handled and the bank told me it was my fault  

Comments

Your fault for someone else stealing from their bank?  

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@rinaldo exactly! It took many hours but someone finally told me from their fraud team that since it was my savings accounts and the fact that they were able to bounce between them it was most likely an inside job  

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@aspia How was it your fault? Thats crazy did they atleast give u back ur momey

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@nodal24520 my question exactly! And yes! Thank god!  

Answer 16

Aren’t banks insured for situations like this?  

Answer 17

Just throwing this out there, but. do you completely believe and trust your hubs? ‍♀️ I don’t mean anything bad by asking but I had a friend once where something similar happened and it didn’t end like she wanted.  

Comments

@drolet91 that’s great! Whew! I hope you get it taken care of.  

Answer 18

Us bank did this same Thing to my sons account he had two fraudulent charges racking up over $1k. They only covered one of the transactions and told him he failed to report the second so they won’t cover it. Worst part was he went into the branch and reported both as fraudulent. I’d say keep fighting them bc that’s a lot of money to just have stolen

Answer 19

File a police report, all Zelle account are linked to bank accounts which you already know but with that police can gather full name, address and phone number using a Subpoena. Once they have that information tracking the culprit is easy(speaking from experience) although if it is an alias or out of the US it becomes harder to track. Side note, Zelle does not use facial recognition. (Just my experience not everyone’s experience of course)

Comments

@deangelis was just saying for me it doesn’t use it, to clarify.  

Answer 20

It’s $500 you can definitely file a police report

Answer 21

Ok so how would they be able to determine Face ID was involved? That’s ridiculous! Banks drive me crazy! I would fight this. Don’t let this go! That’s a lot of money! How dare them! Contact Zelle!  

Answer 22

We had something very similar with Cash App. I contacted Cash App via email and was able to convince them it wasn't me. When my bank made the claim Cash App paid it.  

Answer 23

Continue to fight.  

Answer 24

When does Zelle use facial reconition ? Only a iphone can I thought to open ur phone . I have zelle and chase and never had them reconize my face

Comments

@nodal24520 I use my face to open up my android phone. It's something that rolled out 2 years ago

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I think the phone is always taking images of us. JMO

Answer 25

Do you believe your husband?  

Comments

@drolet91 well continue to fight it then.  

Answer 26

Zelle has to be made given by phone number or email I’d ask for either on file of tobys that was provided

Answer 27

You can manage Zelle recipients on the Chase app. If you click it, his name should be there along with an email address or phone number where payment was sent to. This is crazy! Seems too easy for this to happen. Good luck! Keep us posted.  

Answer 28

My friend had an experience where her account was ovedraftsd (by about $100) and when her check for $700 was deposited chase kept the ENTIRE check and closed her account. She went there and asked why and they couldn’t explain why chase took the entire amount or why the closed her account completely. Luckily they gave her back what she was owed but it’s just strange. I as well have chase and this makes me iffy

Answer 29

Could he have done it in his sleep? My husband has literally moved his car in the middle of the night and had no idea.  

Answer 30

Do you happen to have a teenage son? My daughter is able to open my other daughters phone with her face. just something to look into maybe?  

Answer 31

Chase is always getting hacked I would switch banks

Comments

@elea43 I also was hacked with Chase 1 week before Xmas. Over 1000 they refused to reimburse. I'm now at Bank of America and the 2 times something has happened I was reimbursed immediately!  

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@citric99379 I have heard a few people get hacked and they were all at chase. I’ve been at the same bank for over 20 years and never have I ever been hacked knock on wood

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@elea43 You are definitely lucky!  

Answer 32

If you have a son, check to see if his face will open your husband's phone. I know my friends daughter can open her mom's with the facial recognition, she has an iphone.  

Answer 33

Usually when you add someone nee zelle sends a code to confirm. Might be he made a payment to someone who has the zelle account under that name. My friend’s dad has her name on it because he doesn’t know how to use it, so when she made it she used her name. So check the phone used for the Zelle account and check, if you have that saved under someone else’s name.  

Answer 34

Holy shit!  

Answer 35

Tired of Chase? Oxford is a fabulous bank, and actually cares about their customers.  

Comments

Sue, yes! We have been with Oxford for 30 years. LOVE them!  

Answer 36

If you get no response, take it to Twitter and put them on BLAST. No one likes negative publicity.  

Answer 37

Ask for proof of the facial recognition. They need to prove it was him. Such BS

Answer 38

What’s the recipients info? You should see that in Zelle.  

Answer 39

I wouldn't bank with Chase if you paid me

Answer 40

I would file a police report and let chase know you are filing a police report to light a fire under their asses! They tried to basically tell us one of the fraudulent charges on our account wasn't fraud about 4 years ago. Basically someone used our card information to purchase $500 in Calling cards. We finally got our money back but it took almost 6 months

Answer 41

That's crazy I use zelle all the time and never had this issues either

Answer 42

Just seen on fox 32 . There’s a Transit union check investigation and Guess what bank is involved ? (chase). ‍♀️