Consumer complaint received 2023-10-11
Company: JPMORGAN CHASE & CO.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I received what I now know was a fraudulent call from someone posing as Chase Bank representative from a number that had a DC area code with a JP Morgan Chase caller ID. This number has called me repeatedly for weeks, often back to back, but I never answered because I assumed if it was serious, they would leave a message, which they never did. I decided to pick up today because I was worried. They referenced 2 charges that I had made to my debit card on the same day, which I confirmed. They then asked if I had authorized a charge at a XXXX XXXX in XXXX and mentioned that since I was located in DC, they assumed it was fraud. They offered to prevent the XXXX transaction and close my card. They needed my current address and pin number and gave me a temporary pin number and case number. Since I was going to be without a debit card, they set me up with XXXX XXXX, which I have never used before on any card. They sent me an official looking email from Chase confirming that I had set up XXXX XXXX. I told them I had never used XXXX XXXX before and wasn't planning on using it while waiting on my new card to arrive. They said it was a courtesy. They then said they attempted to send me a fraud alert text message, but I was not receiving it. They said they needed to talk to their tech department and would call me back. I then received the fraud alert text message and they wanted me to respond yes. The fraud alert message asked if I had authorized a {$100.00} withdrawal. I told the person on the phone that I should say no because I didn't authorize it. They said this was just a test, so I needed to respond yes. We hung up and they said my new card would arrive in 7 business days. 

15 minutes later, Chase called me back from a 888 number asking if I had authorized multiple ATM withdrawals from local ATMs in my neighborhood. Since I had hung up with the fraudulent Chase, there had been 8 ATM withdrawals and even more attempts, which completely emptied my checking accounts. While I was on the phone with the real Chase, more ATM withdrawals were occurring until I had nothing left. As this was happening, I realized the first Chase call I received was a scam. The real Chase then cancelled my card, which I received an email confirming, and ended data sharing between my card and various platforms, which I also received email confirmation of. He then directed me to change my user name and password, giving me a temporary password to enter before changing to a new password. I did not share my new password with him. He also set up 3 verbal verification passwords with me. They said they then marked each of the ATM attempts and withdrawals as fraudulent, but before I could get my money back, their Recovery Department needed to review the claims. The real Chase representative could not give me a timeline for when to get my money back because he does not interface with the Claims/Recovery Dept. He couldn't give me a ticket number because he hadn't completed the claim. He told me to call Chase Claims Dept back in 1 day to check on the progress of my refund.

Company response to consumer: Closed with non-monetary relief