In April 2023, I noticed that there was a phone number in my Chase profile that I did not recognize. It was not my number. Numbers in the profile can be used to recover the username and reset the password, which means that someone associated with that number could have accessed my account. I panicked, and immediately alerted the Chase fraud team. They reviewed the security of my account, canceled my old credit card, and sent me a new one. There did not seem to be any suspicious activity, so I thought the incident was over.A few weeks later, the same thing happened again—an unidentified number, not my own, suddenly appeared in my profile. But this time I figured out what had happened. The Chase staff put an incorrect number in some paperwork, and I am guessing that their algorithm picked it up and put it, incorrectly, in my online chase.com profile, as if it were my number.I alerted them to what was happening. I asked them not to put this number in again, and also to look into the algorithm’s mistake. I then deleted the incorrect number from my online profile.This is where the response gets frustrating. Chase did not believe what I said, and they did the exact same thing again—a third time. Even with everything I had told them, they continued to willfully and negligently compromise access to my account.This time, I took screenshots and photos of all the relevant information, and sent it around to Chase staff. I spent several months trying to get them to pay attention to this issue. They send me around from unit to unit, and in general they give two responses. They say that since my account was not compromised, nothing is wrong. But that was only because I happened to notice the number was there, and immediately deleted it (three times). If the algorithm hasn’t been fixed, it could still compromise someone else’s account.Then they say that since I deleted the number from my profile, they can’t investigate the issue. Of course I deleted the number, since it was creating a security flaw in my account. But more to the point, of course they can investigate the issue: they need to examine what their algorithm is doing.The most recent is that they sent me to two people in the executive office; for privacy I’ll refer to their initials, TM and LL. I called them both several times. One of them said the other would get back to me. The other never got back to me. That was back in December, and it’s now July 2024, and I’m still waiting.
