Consumer complaint received 2022-01-30
Company: JPMORGAN CHASE & CO.
State: NH
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/XXXX XXXX fraud charges on my Chase business account. XXXX for {$20.00} and the other for {$18.00} both from XXXX. I called chase XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX Called Chase Bank XXXX XXXX XXXX XXXX on hold hung up called XXXX XXXX XXXX XXXX. To report the fraud charges they said they were still processing and to call back when they post to my account. 

XX/XX/XXXX, XXXX Chase bank XXXX XXXX called Chase bank they cancelled my debit card and were sending a new debit card. 

XX/XX/XXXX, XXXX Went to mail box for business and there was a package. It was from XXXX to XXXX XXXX XXXX for the {$18.00} purchase. It was a XXXX vending machine. The buyer name XXXX XXXX. The return address on the package is XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX. 

XX/XX/XXXX, XXXX XXXX fraud charges on my bank account {$42.00} and {$42.00} both from XXXX . I got my brand new debit card at my mail box. My husband called XXXX they said the email XXXX was used for the XXXX account. This is not my email address. I have an email XXXX but is not the email connected my personal amazon account or my business account. We had them block my name and address. 
I called Chase Bank XXXX XXXX XXXX XXXX it was an odd call as I was supposed to be on hold but there was no music and I could hear breathing called back at XXXX XXXX XXXX. Told them about the XXXX charges. Noticed the last XXXX of the brand new card I had just picked up were on the XXXX changes on my account. I asked how they got the card number to a card I had not received yet. They filed a claim and cancelled my card to send me a new one. 
XXXX missed call XXXX to my business phone number XXXX XXXX missed call XXXX to my business phone number XXXX XXXX missed call XXXX to my business phone number XXXX XXXX answered call from XXXX to my business phone number XXXX for XXXX hour XXXX XXXX. 
It is an automated message that says This is Chase with the XXXX department someone is trying to make a {$5000.00} XXXX transfer from your account is this is not you press XXXX. I pressed XXXX. A person answers the phone says their name is XXXX or XXXX from Chase XXXX department. Says did you try to make a XXXX transfer for {$5000.00} from account number xxxxxxxxx ( they had the whole number, the instructions here just say not to include the account numbers ) and I said no what is that because I had never used XXXX. And they said XXXX is a transfer account where you can send money to someone else in real time. They told me the people trying to transfer funds had my user name and password, which the " chase bank '' people were able to tell me my user name. They then had me go to my account and confirm how much money was in the account. They then asked my XXXX number and to confirm my account number, which they had already told me. They asked all of the exact same questions that Chase bank asked me the prior calls I had made regarding the XXXX fraud. They then had me set up a XXXX account in my name and phone number. They then said my account is locked and flagged because someone tried to transfer {$5000.00} 3 times and when that didnt go through they lowered the amount to {$2000.00}. They had me move to my app to do the transfer because sometimes doing it on the computer doesnt work. I moved to my app on my phone. They then had me go to pay in XXXX then type in {$5000.00} and click send. It would then come up and say sending money and had a persons name XXXX. I asked what this name is and they said it is a XXXX account of the person who tried to take the money out of your account and we are doing a XXXX reversal to get the money from their account back to your account. I clicked it. I got a text message on my business number XXXX from XXXX at XXXX it said XXXX : Your phone number was just updated for acct ending in XXXX. Visit XXXX to view this change. Reply STOP to opt out. They kept asking if a code was sent to my phone I would say no and they would say they were trying to override the system because my account was flagged and locked. When the transfer didnt go through they said they were in their supervisors office or bosses office getting a code to override the block on the account. I believe I did give them a code when it was sent to me. At XXXX chase texted my personal phone number XXXX Chase : XXXX sending money with XXXX XXXX Use requested code XXXX online or in our app to complete your payment Well NEVER call to ask for it. Then they had me keep checking on the XXXX app to see what it said. It said processing. They were trying to override it ( this is just them buying time to make sure it went through ). Once it went through they had to verify information. They asked me to confirm the debit card information and knew the last 4 digits of my card number and expiration date. I listed the full card number and 3 digit code on the back because I believed they were from Chase since they had all of the information already. I told them this card is closed because of fraud activity. They asked for social, pin number, zip code. I got a text to my business account XXXX at XXXX said XXXX : XXXX, XXXX XXXX sent you {$5000.00} using XXXX ( XXXX ). View at XXXX. They then said they would call me back tomorrow XXXX XXXX XXXX XXXX XXXX. I asked if it was going to take a long time because I was working back to back all day. They said no it wouldnt take that long. I was also told I will see it come out of my account and this was because the total funds will not be released until the last XXXX reversal and then all my money that was taken will be put back into my account. 

XXXX XXXX XXXX XXXX called my business number XXXX. XXXX XXXX. 
It is an automated message that says This is Chase with the XXXX department someone is trying to make a {$5000.00} XXXX transfer from your account is this is not you press XXXX. I pressed XXXX. A person answers the phone says their name is XXXX or XXXX from Chase XXXX department. Says I see here we need to do another XXXX reversal today. Had me go into my mobil app go to XXXX Click my name and phone number because I had created that account the day before. The same name XXXX is there I ask the same question. Who is that they say the persons account that we are reversing the fund from. My husband also asked questions. What is XXXX exactly. They answered. Said it is a service to send money to someone else in real time. He asked if the funds are still in her account why does she need to transfer funds. They said because the person scheduled transfers and it flagged the account and the money is sitting there and needs to be reversed back to my bank account from their bank account. They said there is a XXXX hour hold on the account and no other devices can access the account we asked for this to be placed permanently. I asked them for a new account number and they said they would make a note on the account. XXXX while doing this I got a text message on my personal phone XXXX at XXXX it says Chase : Youre sending money with XXXX XXXX Use requested code XXXX online or in our app to complete your payment. Well NEVER call to ask for it. I got a text message to my business phone number XXXX at XXXX it says XXXX : XXXX, XXXX XXXX sent you {$5000.00} using XXXX ( XXXX ). View at XXXX. They then said they would do another reversal tomorrow XXXX XXXX XXXX XXXX XXXX 


XX/XX/XXXX XXXX missed call XXXX to my business phone number XXXX XXXX I got a text message from XXXX to my business number XXXX said XXXX : your phone number was just updated for acct ending in XXXX. Visit XXXX to view this change. Reply STOP to opt out. 
XXXX missed call XXXX to my business phone number XXXX XXXX missed call XXXX to my business phone number XXXX At XXXX I called the actual XXXX at Chase bank. I waited on hold for XXXX XXXX sec. They answered I told them I missed a call from the Chase XXXX department and needed to be connected to them. She transferred me and it was a XXXX minute wait. I didnt want to wait, so I hung up. My phone was acting up all morning and I had to factory reset it. We called chase from my husbands phone. 
XXXX I got a text on my personal number XXXX it says Chase : Youre signing in with a new device. Use request code XXXX online or in our app to sign in. Well NEVER call to ask for it. 
We called XXXX at XXXX it was a XXXX call. The women told us we needed to call the fraud department at XXXX. We were going to call later. 
XXXX XXXX called my business number XXXX Same automated message press XXXX. Connected to person XXXX. The call got disconnected. 
XXXX XXXX called my business number XXXX. Same automated message press XXXX. They answered and said they are having a bad storm. Where they were. This call was XXXX. Same thing go into app pay. XXXX. Click my name. XXXX {$5000.00} click send. This time the name connected to everything was XXXX. I asked who is this. They said it is the other name on the XXXX account that this is connected to. It was an account registered to XXXX and XXXX. They said last names too but it was so fast I didnt pick up on them. 
XXXX I got a text message to my business account XXXX say XXXX : Your phone number was just updated for acct ending in XXXX. Visit XXXX to view this change. Reply STOP to opt out. 
XXXX I got a text to XXXX that says XXXX : Your XXXX XXXX XXXX XXXX XXXX is no longer linked to your XXXX account. If XXXX like to re-connect it to your XXXX XXXX XXXX XXXX XXXX profile, simply visit XXXX XXXX I got a text to XXXX that says XXXX : Hi, XXXX XXXX sent you {$5000.00} using XXXX XXXX XXXX XXXX. View at XXXX 
They told me I would receive the last call tomorrow XXXX XXXX XXXX XXXX XXXX This will be the final call and all funds will be reversed and my account will have the funds in it. 
XXXX I got a text to XXXX that says XXXX XXXX Your {$500.00} payment to XXXX using XXXX XXXX XXXX XXXX is being processed. View at XXXX XX/XX/XXXX, XXXX XXXX got a call from XXXX to my business number XXXX and answered the call. Same automated message press XXXX. I pressed XXXX connected to XXXX. Said they are doing to last transfer today. I said I am locked out of my account and cant do the last transfer. They said give us a moment to get a pass code to override that. Also said they needed to go to their boss to get a code to override it. This call got disconnected at XXXX. I had received a call from a number XXXX and this was a telemarketing call asking if I use credit card payments at my business. I told them I was just on the phone with my bank and I needed to keep the line open. She said she would make it quick and repeated if I used credit cards at my business. I hung up on her and my other call was disconnected. 
XXXX missed call XXXX to my business account XXXX XXXX missed call XXXX to my business account XXXX XXXX missed call XXXX to my business account XXXX XXXX missed call XXXX to my business account XXXX All of this happened because they called from a number listed as Chase and matching the Chase Bank phone number on the card and website. They had my account number, last 4 of my SSN, last 4 of my debit card number, knew my account login name, all before I confirmed anything to them. The phone number I was transferring money to was my own number, so there was no reason to suspect that anything was wrong. I tried to call Chase bank to confirm some details, but was put on hold and told by their system that it was a minimum wait of XXXX minutes on XXXX call, and longer for other times I called. The XXXX time I did get through, they transferred me to the fraud department after waiting XXXX minutes, and that department had a XXXX minute hold wait. Because that I have XXXX young kids and a business to run, I couldnt wait for nearly XXXX hours to try to talk to someone. I figured that since they were calling from the Chase number and had the info thats supposed to be protected, and the recent approved fraudulent purchases on XXXX, they must be from the bank trying to help recover my money. If at any time I had suspected that I was transferring money externally, I would have stopped immediately. 

XX/XX/XXXX Called Chase to get my money back, because I was told all my funds would be released. This is when I found out that I was not actually talking to Chase bank over the week. The women on the phone took all my information and what happened to me. I was on the phone with her for XXXX hours. She said because of how this happened I would probably get my money back. I waited on hold another hour to talk to the fraud department. They told me they would put in for a courtesy recovery. 

XX/XX/XXXX Received XXXX saying as we agreed upon your claim is closed. 
Called Chase they said it was in to their research team for a courtesy recovery. 

XX/XX/XXXX Received notice through email I had a letter, but could not see it because I changed my account number on my bank account. 

XX/XX/XXXX Called Chase back. They told me they denied me the courtesy recovery because When you sign up for XXXX you confirm you are sending funds to someone you know and trust. I told them I was sending the money to myself and I am someone I know and trust. I told them it even says I transferred money to myself on my bank statement. I mentioned the Electronic Funds Transfer act. They kept repeating they were not refunding me my money. I asked to make another claim. He told me he would not make another claim, even though I told him I wanted to open another claim. I told him I would call back and make another claim. He told me the same decision would be made.

Company response to consumer: Closed with monetary relief