Consumer complaint received 2022-12-23
Company: JPMORGAN CHASE & CO.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
At XXXX XXXX. on XX/XX/2022, I received a text saying from the number XXXX saying, " JPMorgan Chase Bank : Did you attempt {$360.00} at XXXX # XXXX? Reply YES or No. Case XXXX to opt out reply STOP ''. I then replied with " NO ''. Immediately after I replied with no, this number called me from XXXX, California, and told me someone was actually trying to take {$10000.00} out of my account, and to go about preventing this I would need to provide my username and password to my chase bank account so I could reset my account in 24 hours. As I am on the phone with this scammer the text comes through saying " JPMorgan Chase Bank XXXX : To cancel online username and password send Username/Password/Cancel. '' I then sent them my username and password believing it was Chase Bank. After I did this, the scammer told me to go into my chase app, click pay and transfer, then wire and global transfers and wire transfer {$10000.00} through my Chase app saying I would end up getting the money back in 24 hours. I then go back into my account seeing I am missing {$10000.00} and immediately call Chase at XXXX. They looked into it and said that it was not them that called me originally. 

As I was on the phone with Chase, they told me that it was not them who sent the text or called me. I was then transferred to the fraud department and they told me to fill out a claim report and also walked me through setting up security passwords for when I would call Chase so I would know that it was actually them who was calling. After that, the fraud department helped me set up a new password for my account. They told me they were going to investigate it. 

After that, I had to go into a branch in XXXX, IL to help me get into my account. The man at the bank filed a claim too. 

On XX/XX/2022 at XXXX XXXX. I went to the XXXX police station to file a police report on the fraud. 

Since then my mom has been in contact with the XXXX Claims Department via phone and the XXXX XXXX XXXX  via email through the CHASE app numerous times. 

Each time she calls she gets the run around they say they can't do anything more. They tried a couple of times to try to recall the money from XXXX XXXX XXXX 

On XX/XX/2022, I received a letter from Chase saying they completed their research and are denying the claim. 

On XX/XX/2022, I called the XXXX XXXX police with the information of the person listed on my statement to see if they can help by investigating the person who took the money. Since then we are waiting for the XXXX Police Department to talk with the XXXX XXXX Police Department. 

My mom also went into a Chase XXXX in XXXX, IL. The manager there even tried to help but wasn't successful. 

The XXXX XXXX XXXX continued to tell my mom that she needed a hold harmless letter '' that needed to be provided to XXXX XXXX XXXX. But, when she would call the claims department to ask for it, the claims department said they no longer provided those letters even though that is what CHASE XXXX XXXX said to do. 


I do have the name and address of the person who took my money.

Company response to consumer: Closed with explanation