Consumer complaint received 2023-05-05
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
XX/XX/23 XXXX XXXX- I am at a XXXX XXXX XXXX with my family and I received a fraud alert text from ( XXXX ) XXXX that states that an unauthorized XXXX transaction was processed reply " NO '' if it was not me. I reply NO to the message and go to check my bank account through the mobile app. As soon as I login I see that multiple XXXX transactions have already been sent out. 
Within 5 minutes I am called from ( XXXX ) XXXX ( this number shows as Chase Bank XXXX XXXX if you XXXX it, and if you call it back it leads to a Chase Menu ). The person claims to be with Chase Fraud department and reads off the transaction amounts and who they were sent to ( leading me to believe this person was in fact with Chase ). They say the only thing that needs to happen is to contact the recipients and have them send the money back. 

XXXX XXXX  - Chase QuickPay Team canceled one of the outgoing transactions and did so with 8 others following ( Somehow this raised 0 red flags at Chase for anyone from the actual Fraud Department to see it or even reach out to me ) XXXX XXXX- I then contacted the acquaintances and let them know to send the money back. They do so, however the money never gets back into my account. Chase and XXXX should have records of the payments being sent back but never making it into my account. The payments continue to come out of my account for the next 4 hours and my acquaintances keep sending back to me. I received text notifications each time I was sent funds back ( again never showing in my actual account ). At some point around XXXX XXXX  the transactions stop coming out of my account XX/XX/23 XXXX XXXX- I received a call from the same person informing me more transactions are coming out of my account and to again let the recipients know to send the money back. I hang up this time as I am frustrated with no progress being made on my account. At this point I believe the funds that are being sent back are pending due to Chase recognizing my account has fraudulent charges. The recipient again sends the funds back, but they are never actually received by me. I just get the text notifications for them. 
XXXX XXXX  - The remaining funds in my account are moved to a different account so they can no longer be accessed by the scammer. 

XX/XX/23 - I called Chase fraud and thought I already had a case started. This is when I realized that every part of the prior phone calls were actually not Chase but the scammer. A case was created. Case # XXXX I was told the case would be reviewed and to expect funds back into my account in 10 days. In the meantime I would receive a letter and an email. I didnt receive either. 

XX/XX/23 - Claim is denied by Chase based on it being from a trusted device, no failed login attempts, IP address within the geographical area ( XXXX, FL ) which is definitely not near where I was that night or the next night, and Face ID ( this would only have been used when I logged into my Chase app and never to process any transactions ) XX/XX/23 - I called Chase to appeal the decision and get further information. They tell me there's nothing they can do, and can not even provide any information on the " trusted device '' that was used ( make, model, IP address, nothing ). I am then connected with a manager who states on the recorded line that he personally deals with this issue 3-4 times a day with XXXX users. There is a virus or malware that is put on the phone that allows the scammers to see everything on your screen and that is how they gain access to the bank account. He says that I can go to XXXX and have them run a scan on the phone and if they detect any malicious software then I can send documentation to prove my device was compromised. I don't believe that there is any virus on my phone and it was just a way for the representative to put the burden of proof on me. I go to the XXXX XXXX anyway and they say they don't have any way of scanning my device and all they can recommend is a factory reset ( which would delete any potential evidence if there was any ). After this I call Chase and let them know their recommendation will not work and ask what other options there are. I am told by the manager that there is nothing else they will do and that it is on me as the client to have XXXX prove my device has been hacked. I ask about what else can be done if Chase knows this is an ongoing issue, but does not provide clients with any warnings or resolutions and the manager hangs up the call. 
Chase has the amounts lost listed as {$1900.00} and {$3900.00} totaling {$5900.00}

Company response to consumer: Closed with explanation