Consumer complaint received 2022-02-09
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the evening of XXXX 2022 I received a text message regarding suspicious debit activity asking to reply yes or no for verification of the charges being mine. I replied with the word no. I then received a text indicating fraud protection would be investigating the charges. I received a phone call immediately. The call had an automated service saying " This is Chase Fraud Department please press 1 if you are ( my name ) for which i pressed 1 then the automated voice said " please hold and a Fraud representative will be assisting you '' The call sounded so professional as it even announced " this call will be recorded for security purposes please hold and the next available representative will assist you '' A man came on addressing himself as a fraud specialist and asked my authentication verification security questions to verify that I am the correct account owner. I was also sent the security verification code to my cellphone to repeat to the man to also verify I am the accurate account owner. Everything seemed way too professional to even question the integrity of this call. I was told my card had been skimmed at the gas pump a few hours prior. The representative informed me that several charges had been made including a transfer through XXXX in the amount of {$5000.00} The man informed me that the other charges were able to be blocked, but XXXX has a reversal procedure in order to refund the amount within 24 hours. I was told that because XXXX is a third-party non affiliate of Chase the refund needed to be through the XXXX transaction XXXX reversal policy '' within 24 hours. I was informed I could also dispute the charge, but that would take 5-10 business days to be reimbursed XXXX XXXX determines it to be fraudulent. The representative had verified the past 5 previous debit charges made by me, my address, and the accounts that automated payments were sent to. The man even put me on hold for several minutes while I listened to the typical XXXX automated commercials. I was put on hold while the department discussed the situation with XXXX. I followed the instructions directed by the fraud specialist in order to be reimbursed for the XXXX transaction. I was told my money would be refunded within 24 hours and to change my login information to prevent another scam. I hung up with him. My wife suggested I call the bank back just to verify that our account was safe to use. I called the number on the back of my bank card. The representative that answered indeed verified that my account had been flagged, as well as the exact time of the phone call with the fraud department. 
( How is that possible if the call wasn't officially Chase fraud??? ) The next morning I received a text from the same Chase fraud protection system needing verification for charges. This time instead of replying to the text I called the bank. The bank representative rudely blamed me for being scammed and that I wouldn't be reimbursed. The lady wouldn't answer my questions, but instead just kept repeating rudely that Chase doesn't call customers. The lady hung up on me instead of directing me to a supervisor. I called back and a different representative answered then transferred me to the Fraud Department. I was left with no answers as to how this happened. I was then informed I wouldn't be reimbursed due to the transaction going through a separate payment platform. ( Even though my Chase checking account is where the money was taken from )... 
I tried resolving the matter with XXXX with no solutions either. While I was on the phone call with the real fraud specialist, I received a text from the scammer with the message " smacked XXXX '' .... Please help prevent this from happening to more people as this seems like a crime that is being ignored all together. I don't even care as much about the money that was stolen as I do about the innocent people being scammed like this. There has to be accountability for these corporations that are allowing this criminal activity to happen without any repercussions at all...

Company response to consumer: Closed with explanation