Consumer complaint received 2023-03-27
Company: JPMORGAN CHASE & CO.
State: LA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2022, I was contacted by text from JPMorgan Chase Bank saying they detected an usual charge of XXXX dollars at a XXXX and reply yes/no if it was me or not ( I have gotten this message before ). I replied no, then received a phone call that callerID identified as JP Morgan Chase Bank. The person identified themselves as a Chase representative and stated that a perpetrator had my account info and was attempting to transfer money out of my account. They had me log in to my app and showed me that a balance of XXXX in my savings account and told me not to worry, they would stop this transaction. They told me these are the instructions to get the funds back to your account and walked me through a wire transfer that looked like it was going back to my account but it actually went out to a XXXX XXXX account in XXXX Fl. The amount was XXXX, every XXXX I had. It completely emptied both my savings and my checking accounts. I immediately realized what happened and called the number back ( within seconds ) and it went to Chase Customer service. It was the same number as listed on the back of my debit card. They helped me file a complaint, I then went into a branch and filed a complaint and requested a recall of the funds. I continued to reach out after this and the recall was denied because the account it was sent to had no funds available. I called and called and tried to get to someone who would help me but I continued to get the runaround from Chase. They concluded that because the transfer was initiated by me, they could not help me at all and there was nothing they could do. It got escalated several times, but they always just shrugged it off and told me that it was my fault and there was no fraud and they held no responsibility even though the person fraudulently claimed to be a Chase worker and the phone number was Chase and I was tricked. They just apologized for " the inconvenience ''. There was no time between the transfer and my call to make the claim. I went to several branches, I filed a police report and I reported to the FDIC, I have still not been able to recover from this scam as a working mother of 3 children, I have been scraping by. I file multiple complaints with Chase, but they just take the information and ignore me. They say this happens all the time, but there was little to no security to protect me from this. They claim that they sent a text message with a verification code, but I never entered any code to verify this transfer. I told them I would never knowingly transfer all of my money to a stranger and had never made any sort of wire transfer in the 20 years of banking with them, but they do not want to help me or return any funds. I asked them what sort of activity would raise a red flag and they told me all things that are applicable in my case for example, a large amount ( which again completely emptied my accounts ), transfer to an account never used before, outside of normal spending habits. I am financially drowning at this point to support my family and Chase will not help me. Chase doesn't seem to care about their accounts enough to protect them at all. They also do not have any answer or responsibility that the call came from their phone number.

Company response to consumer: Closed with explanation