Consumer complaint received 2023-10-16
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2023 At approximately XXXX CST I received a call from Chase Customer Service XXXX XXXX. A man, who said his name was XXXX, was calling to ask if I had made a recent purchase with my debt. I had, that morning, placed an order on XXXX, using the debt card. He said my account was hacked with multiple attempts to extract moneys. 

A {$2000.00} XXXX transfer attempt, then wire transfers ; one for {$25000.00} and another for {$16000.00}. 

XXXX stated we would need to do a reverse wire transfer. And, since Chase only allows one wire at a time, we would have to do this on Monday, XX/XX/XXXX as well. 

XXXX repeatedly stressed everything was OK, but that I had to stay on the line to complete the wire. 

On the phone, XXXX walked me through how to set up a wire account on the Chase banking sight. On the phone, XXXX walked me through setting up the reverse wire, first for {$25000.00}. There were no pop ups or warnings from Chase regarding fraud. 

After serval minutes, the first wire went through. We were on the phone for another hour to confirm. XXXX said Chase would cancel my debt card and send a new one by Tuesday, at the latest. During this time, XXXX assured me I would not be financially penalized for the wire, all fees would be canceled and all moneys would be returned by Thursday, XX/XX/XXXX. 

Towards the end of the call, he kept saying how important it was I keep this to myself, lest I blurt out my account info and another hack occurs. He ended the call by confirming he would call back later in the afternoon, just to confirm At approximately XXXX CST XXXX the Chase Customer Service called again. It was XXXX to confirm the wire, restate the privacy request, and provide his badge number # XXXX. He said he would call back Monday, XX/XX/XXXX at XXXX CST for the second transaction. 

Having been made to feel very embarrassed and scared by XXXX, I did not share this situation with anyone. 

XX/XX/2023 At approximately XXXX CST, XXXX called again from Chase Customer Service XXXX XXXX. We went over the same wire transfer procedures, this time for {$16000.00}. XXXX was more aggressive about knowing how scared this must be, but that everything would be fine by Thursday morning. 

We got disconnected during the call, but XXXX called right back, from the Chase Customer Service number. He said he would follow up in the afternoon. 

At approximately XXXX CST, I received a call from a XXXX XXXX. It was XXXX confirming the transfer and said he would follow up on Thursday, XX/XX/XXXX. 


XX/XX/2023 I had not received a call from XXXX, nor had the moneys been put back in my account. I call the Chase Customer Service ; XXXX, at approximately XXXX CST. 

It was during this call I received I had been scammed as there was no record of wires, fraud, and any malicious activity on my account. I went through, step-by-step with the real Chase Customer Service representative and we began the process of opening a fraud complaint. 

During this call, the rep canceled my debt card and put a freeze on my checking account. She then told me I should go to a XXXX branch to officially close the checking account and open a new one. 

The rep then transferred me to someone else to set up additional security measures on my account. This included : Changing my online user name and password Requiring reps ask for a verbal password, to confirm it was me calling The restriction was placed on the old checking account, barring moneys in or out Once I finished the call, I proceeded over to my local XXXX branch at XXXX XXXX XXXX, XXXX XXXX, IL XXXX. At the branch I : Officially closed the checking account Opened a new checking account o This included paperwork with the new account number and documentation for Direct Deposit changes to the new account Confirmed the older account was restricted At approximately XXXX CST XXXX I called the local Oak Park police station and requested to file a police report. They took my information down and said an office would call back within an hour. 

At approximately XXXX CST XXXX XXXX XXXX XXXX XXXX from the XXXX XXXX police station and took my fraud report. He informed me I could request a copy by submitting it online, through the village website. 

At approximately XXXX CST, a call from number XXXX came through. I did not answer. They called again XXXX minute later and I answered. It was XXXX checking in. I took a screenshot of the number. He reassured me the moneys would be returned, but said not to share this situation with anyone. 

I immediately called both XXXX Customer Service and the XXXX XXXX police to inform them of the ongoing fraud and now harassment. ChasXXXX said they would enter the info into my fraud case file. I was not about to speak with XXXX XXXX, but was transferred to his voicemail and left a message about the call, including the XXXX phone number.

Company response to consumer: Closed with explanation