Consumer complaint received 2022-10-30
Company: JPMORGAN CHASE & CO.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX at XXXX XXXX I received a text message that said " Chase Bank Fraud Dept. Did you attempt a {$2000.00} XXXX payment on XX/XX/XXXX Reply YES or NO ''. I responded " No '' ( see attached document showing text exchange ). 
At XXXXXXXX XXXX, I answered a call from XXXX JPMorgan Chase Fraud Prevention Department ( see attached document of the call record ). I spoke with a man named XXXX XXXX and was asked if I sent a XXXX transaction in the amount of {$2000.00} to XXXX in XXXX, TX. I said I did not send any money and I did not know the recipient. XXXX said my Chase bank account had been compromised and someone changed the registration on my XXXX account. He said the fraudulent XXXX transaction went to a XXXX XXXX  XXXX account and that he had a representative from XXXX on the other line to trace the transaction so they can credit my account. I was told my XXXX account needed to be re-registred into my name. He asked me to log into my account. I immediately received a pop-up message about adding XXXX as a recipient. XXXX said to close the pop up and that the hacker changed my registration to his name. To fix it, XXXX told me to add my name and phone number as a recipient. He then told me to select myself as a recipient, enter {$2000.00}, and in the memo line type XXXX and press send. He said entering XXXX ensures that the transaction he was having me send would only be a demo transaction so that they could recover my funds and credit the {$2000.00} back to my account from the hacker. I was told I would receive a call back shortly to confirm the funds were back in my account. 
At XXXX XXXX I call Chase using the phone number on the back of my debit card XXXX. I spoke with a Chase representative because I still had not received the funds back into my account. The representative I spoke with said that the XXXX transaction was set to deliver to my phone number, but that the transaction was still pending. He told me the transaction might not have been processed yet if my phone number is not on my XXXX account. Instead of offering to cancel the pending transaction, he asked me to log into my Chase account and instructed me to add my phone number to my XXXX account. He then told me to wait until the morning to see if the funds were returned to my account. If the funds weren't in my account, he said to call the Chase Claims Department. 
On XX/XX/XXXX, I went to my local Chase bank branch and spoke with the manager. He called the Chase Fraud department and spoke with them about the incident. After the phone call, he said the transaction is probably stuck somewhere and taking longer to process and that he sees this happen sometimes when people send a XXXX transaction to themselves. 
After my visit to the local bank branch, I called Chase Claims Department to file a claim since my funds were still not returned to my account and the XXXX transaction was now showing in my account as " Completed '' ( see attached document of the XXXX transaction - this also shows my name and phone number as the recipient ). The representative I spoke to said they would conduct an investigation and determine if they will be able to provide a courtesy recovery of the {$2000.00}, but could not guarantee that I will get my money back and could not provide a time frame for the investigation. I was also told there were no other steps I could take at the time. 
Later that day, on XX/XX/XXXX, Chase Customer Claims Department sent a notification to me that said " as we discussed and agreed, no action will be taken '' and " this inquiry is now resolved '' ( see documentation of the notice from Chase dated XX/XX/XXXX ). I never agreed for no action to be taken. I filed a claim for an investigation to be performed to recover my funds. 
On XX/XX/XXXX, I spoke with a Chase Claims Department specialist. She told me the claim was closed and offered for me to file a complaint. I told her the details of the incident on XX/XX/XXXX and my concern about the Chase representative that noted that the XXXX transaction was still pending while I was on the phone with him, but he did not offer to take action to cancel the transaction. Instead, he told me to wait until the following morning after adding my phone number to my account. By this time, the transaction was completed and the funds were never returned to my account. The specialist said that someone would speak with the representative 's manager and that I would get a follow-up call. 
The {$2000.00} was never returned to my account and I never received a call or any other correspondence or follow up from Chase regarding the matter.

Company response to consumer: Closed with monetary relief