Consumer complaint received 2023-03-09
Company: JPMORGAN CHASE & CO.
State: IN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I received a XXXX payment of {$1700.00} from XXXX XXXX ( a friend of mine ). I immediately called to ask her why she sent that since I was not expecting that and the amount was so large. She was on the other line with who she thought was Chase XXXX alerting her of possible fraudulent activity because of the {$1700.00} XXXX payment so she did not send the money, someone frauded her and went into her acct and sent me it without her permission. The person she was speaking to was not Chase Fraud we later found out and was associated with the fraudulent activity. On that call while we were under the impression that it was Chase they alerted her the scammer had been removed from her acct and it was safe for me to send the money back to her. Before sending it back I mentioned I would just go to the bank to be safe and have it sent back that way and the person on the line was adamant they were with Chase and it was safe to send the money back. XXXX was adamant that she wanted me to go ahead and send it back as soon as possible because the amount leaving her acct placed her at a XXXX balance and she wanted to funds back in her acct as soon as possible. Against my better judgement and I didnt want to seem like part of the scam if the person we were speaking to truly was a Chase rep I sent the money back on XXXX XXXX XXXX XXXX request on the same day I received it. I had to put her phone # in on XXXX and her name came up so it matched and I proceeded to send the funds, XXXX got an alert that I had sent it and we ended that call. Later that day she still had not received the money back in her acct so she called Chase and started a claim process with them once she did not have the money back and realized the person we spoke to was part of the scam as well. Once she opened the first claim it was made against my acct since I received the funds, they then froze my bank acct and once we realized they did that she turned in paperwork on XX/XX/XXXX to withdrawl the claim against me to have my acct unfrozen and we spoke to chase to make it clear the claim needed to be against whoever received the XXXX payment since they were part of the scam and should not have received the money. We placed multiple claims trying to get her {$1700.00} back from Chase at Chases suggestion. I placed a claim on XX/XX/XXXX and received a credit from Chase for that, when the claim was later denied they took the {$1700.00} credit back on XX/XX/XXXX. In total I received a {$1700.00} XXXX payment on XX/XX/XXXX from XXXX XXXX, I sent that XXXX payment back on XX/XX/XXXX to who was supposed XXXX XXXX but she never received it and it went to the scammer. I then received another {$1700.00} credit to my acct on XX/XX/XXXX for the claim while investigating and that was removed on XX/XX/XXXX when the claim was denied. In short I received 2 {$1700.00} credit in regards to this and 2 {$1700.00} debits were taken from my acct in regards to this, I never had a monetary amount gained in regards to this matter. This is very clear from my bank statements which I have attached to complaint. In XX/XX/XXXX XXXX XXXX and her husband XXXX XXXX opened another claim attempting to get their XXXX back which was ultimately approved by chase and they received notice of that and the funds back from Chase on XX/XX/XXXX. We thought it was all resolved and finished at that point until XX/XX/XXXX when Chase started to contact me and let me know they placed me in collections for the {$1700.00} amount. This started a long road of contacting Chase by phone and physically in person at the Chase branch in XXXX XXXX. I have been attempting to determine why I owe the money and resolve this since I was a victim in the fraudulent activity as well. Over many phone calls and trips to the branch ive been told multiple reasons why I owe the money and no reason at all, that they had no clue why but I did owe it and needed to pay it. I've also been told by multiple reps with Chase that I no longer owed it or shouldn't owe and needed to wait to investigate to resolve it. Each time they come back after the investigation to tell me nevermind you do owe this money and give me multiple reasons on why I do that make no sense. I've been told they never received their credit back which I quickly proved incorrect. On XX/XX/XXXX around XXXX EST I was told I received 2 credits by chase which again that was quickly proven incorrect since the credit they claimed I received first for a claim was before any claim was ever submitted and my bank statement clearly reflects that I only received one credit from Chase and the original XXXX XXXX - on this day I asked to speak to a supervisor since I knew I did not get 2 credits and when I was transferred to XXXX I spoke to XXXX XXXX a supervisor in the Chase Claims Dept ( he did not provide an ID # ) he confirmed I did not get 2 credits and that I should not owe any debt to chase, he transferred to collections to confirm with them and came back on the line and assured me Collections had alerted him I no longer owed the debt and my collections acct with Chase was in the process of being closed. At that point in the day Collections had closed so I was not able to call and confirm myself, when I followed back up with collections to confirm this I was told they had no idea what he was talking about and should have never been told that because I had an active balance owed. The most recent reason given to me on XX/XX/XXXX for why I owe the money is that the claim XXXX opened that was approved was against my acct when it should have been against the scammer like XXXX, XXXX and I have all been very adamant about to Chase. Chase has acknowledged that they know who received the XXXX payment and have admitted as of XX/XX/XXXX that they never investigated that person or tried to recoop their finds from them despite multiple request by me, XXXX and XXXX XXXX since they are the entity that committed the fraudulent activity. Chase is claiming I am liable to pay this {$1700.00} that they paid out to XXXX back to them because I received the original XXXX payment even though its very clear I attempted to send it back almost immediately and it was received by the scammer/third party without my intent for them to receive it, it was intended for XXXX XXXX only XXXX This makes me a victim in this scam as well and Chase refuses to acknowledge that and is re-victimizing me and trying to force me to pay {$1700.00} I never gained and I do not owe and are refusing to go after the perpetrator/scammer in this fraudulent matter. I have spent hours trying to resolve this issue with Chase with no positive resolution on my behalf. I have also received no written notice that I owe any amount in collections to Chase, I received 1 phone call about it and all other communication about the matter has been when I initiated it over the phone or in person at the branch other than a handful of times they called with an update in regards to an action I initiated. I only know I still actively am in Collections with them because Ive called on multiple occasions and they confirmed it. I am placing this complaint to hopefully resolve this with Chase and have the debt cleared since I was a victim of the fraud as well and should not be liable to pay this back to Chase since Chase has refused to do a proper investigation and go after the person who committed this fraudulent activity. Just for reference 2 police reports have also been filed in regards to this in XXXX IN ( where XXXX lives ) and XXXX XXXX IN where I live. 

I feel that when Chase suggested to XXXX and XXXX to open the final claim that was ultimately approved which got them their {$1700.00} permanently credited back, instead of opening a brand new case against the scammer they re-opened the first claim that was against/attached my acct despite that claim being withdrawn by XXXX XXXX XXXX XX/XX/XXXX. That or they made a new one against me since I received the original XXXX payment instead of going after who received the returned payment that I intended to go to XXXX XXXX. If this is the case that is against my wishes and XXXX XXXX XXXX ' wishes, we have all been extremely adamant XXXX and I were the victims and Chase needed to investigate against the scammer me. You can contact XXXX XXXX to confirm her part in this or to substantiate my acct of this issue- her phone # is XXXX. If you need anymore information regarding this matter please do not hesitate to reach out to me at XXXX. Thank you! 

I am attaching my bank statement that shows the activity starting on XX/XX/XXXX as well as notes I took during several interactions either over the phone or in person at the branch.

Company response to consumer: Closed with explanation