Consumer complaint received 2023-05-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Companies involved : Chase Bank in XXXX, CA ; and Amazon.com where previous employees were scamming Amazon Prime customers : On XX/XX/23 I received a phone msg on my answer machine from people who identified as Amazon Prime ( who had my credit card info stored ) requesting authorization of a LAPTOP & CELLPHONE purchase from Amazon Prime ( AP ). 
Following day I recd a text msg from person who also identified as AP re the purchase of the above for approx {$3000.00} The text asked that I contact a # to authorize or cancel the said purchase. 
I then called them.They routed me to XXXX and then a variety of other AP  associates ( same as above ). 
I told them I didn't purchase nor authorized purchase for a LAPTOP OR CELLPHONE. 
( **I have names, # 's & records for everyone I spoke to, when you need them, as well as receipts and records for each of the following transactions ). 
XXXX told me it was too late to stop the transaction and they would need to refund me my money, which she said would happen very shortly. She said I would need to get the " XXXX XXXX '' app on my phone as they would need this to make it work. 
Being that I was quite upset & anxious to get my money back I complied with all their wishes as I believed them to be AP, a trusted company, and downloaded the app. 
XXXX then directed me to a coin based ATM ( at XXXX XXXX XXXX near me ) and bring my Chase Bank Card, which I did. 
XXXX directed me to enter my Bank Card and once completed to close down the transaction and repeat the same steps the following day. She called me the next 6 days to do the same thing. I was so worried to not get this money back that I complied with all her directions. Each time I questioned her she assured me she was acting on behalf of Amazon Prime and this is what I needed to do. On the last day as I became skeptical and questioned her, she asked if I wanted to speak to her supervisor, I said YES, that fellow assured me that she was correct in her directions to me to get my refund. 
I looked at my electronic CHASE BANK statement to check to see if the money had been refunded and found both my checking and savings accounts were reduced by {$30000.00} I was absolutely shocked and reported it to Chase Bank immediately. I told them I believed my bank accounts were hacked and wanted to close my accounts and return my credit and debit cards and check book. I was told by a Chase Bank representative that they thought I would be covered by insurance and have all my money returned. 
And was asked to contact Chase fraud escalation team and report it, which I did immediately. 
I was so upset that I then contacted the XXXX XXXX XXXX, XXXX division Sheriff department. I was told that this similar scam was happening to other XXXX residents and he was going to file this under Elder Abuse. 
I have followed up several times with Chase Bank and they keep directing me to the Fraud Squad Escalation team who basically have said it is in process and still reviewing it. I went into Chase Bank and the representative was surprised that I hadn't heard anything. 
This has now been 16 weeks and I feel no further ahead. I have suffered greatly at the hands of my creditors and my credit score has fallen over 200 points. I have encountered severe lack of funds and the capacity to pay the creditors on time. I have encured late penalties and interest fees. I receive calls daily from the creditors which is understandable but extremely upsetting. I am elderly, at nearly XXXX and a XXXX  of 22 months and am totally beside myself. The stress has been considerable and is causing skin rashes, hives, lack of sleep and other health issues as I am a XXXX XXXX too. 
I desperately need your assistance and pray that you can resolve this as soon as possible. 
I am from XXXX and not used to your systems and unfortunately felt prey to people I thought I could trust.

Company response to consumer: Closed with explanation