Consumer complaint received 2023-06-29
Company: JPMORGAN CHASE & CO.
State: IN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I am writing to inquire about a possible resolution ( hold harmless letter ) to the issue I am facing with the wire transfer scam investigation ( claim # : XXXX and XXXX XXXX # : XXXX ). 

Recently, I fell victim to a wire transfer scam when I wired {$9400.00} from Chase to XXXX to purchase a watch as a wedding gift from my wife to me. Unfortunately, the seller never sent the watch and disappeared. To confirm that it was a scam, I conducted an email test from a different account. Since then, I have filed an XXXX report, a police report ( XXXX from XXXX, XXXX ), and an FTC report XXXX XXXX ) regarding this incident. 

On XX/XX/XXXX, I made the wire transfer and realized it was a scam. I promptly filed a claim with the Chase claim department on XX/XX/XXXX. However, the claim department did not initiate the investigation process immediately. I had to call the claim department on the XXXX to be transferred to the wire research department in order to initiate the recall process. 

I contacted the wire research department on XX/XX/XXXX, and they informed me that they had received a response from the receiving bank, XXXX. XXXX requested the following documents : 1 ) a police report and 2 ) a letter of indemnity. Unfortunately, the wire research department does not issue the letter of indemnity, so they advised me to contact the claims department. 

Subsequently, I called the claims department, and the representative informed me that they could not issue the letter of indemnity due to the lack of updates on the claim, despite there being an update on the recall process. The representative I spoke with at that time escalated the claim so that the letter could be issued. However, I was continuously transferred between the wire research and claims departments in an attempt to obtain the letter. One of the agents from the claims department suggested that I visit a branch to obtain the letter, as they no longer issue the letter of indemnity. Frustrated, I visited the branch, but the branch manager also confirmed that they were unable to issue the hold harmless letter. 

I want to bring to your attention that if the hold harmless letter is not sent to XXXX by XX/XX/XXXX, this recall request will no longer be considered as a scam. Time is crucial in mitigating the loss, but the claim department has not been cooperative with the request. In fact, the claim department refuses to issue the letter of indemnity to XXXX. Even with the cooperation of authorities like the police department and FBI, the inconsistent responses and lack of support have added to my frustration and distress. 

I understand that I made a mistake, as many people do at some point in their lives, and I take responsibility for it. However, I was trying to save as much money as possible, as those funds were intended for our wedding gift. This situation has left me deeply devastated. I have always believed that a reputable bank like Chase would stand by its customers, not the scammers. I had hoped for assistance in recovering the funds from the scammer 's bank. I implore you to please offer any help in resolving this case and recovering the funds. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation