Consumer complaint received 2023-04-15
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2023 @ XXXX XXXX, received call from Chase with notification of wire fraud. Person calling was XXXX XXXX ( XXXX ). I was advised of possible fraudulent activity on my account an there was an attempt of a {$5000.00} wire being sent to XXXX XXXX. XXXX asked if I knew a XXXX XXXX who lived at XXXX XXXX XXXX XXXX, XXXX, NY XXXX, I do not any XXXX XXXX. Advised that this person was attempting to be a recipient of the wire transfer to XXXX  XXXX XXXX. XXXX XXXX again confirmed that I do not know this person. XXXX XXXX asked if my number was XXXX so a code could be sent to authenticate and confirm who I was. I advised that I was driving, it was pouring rain and I had to pull off the road, XXXX replied to take my time and be safe. I advised XXXX that I did not receive the code and he sent it again. I then received 2 codes and XXXX asked for the last one, which I gave XXXX. XXXX then asked me to sign into my account which I complied. Once in my account, I was asked to check my balance which I did and he said to you see your balance of {$5000.00} and I confirmed. XXXX then stated that I may receive a call from Chase and not to hang up, XXXX stated that the call is part other their automated system and to stay on with him. I had asked XXXX where he was located and XXXX replied he was in Arkansas. XXXX instructed me to into the app and go into wire funds. I advised that I have never sent a wire before and to bear with me. XXXX walked me through the process and go into XXXX XXXX. Once I was there, XXXX stated that we need to conduct a Wire Reversal ( WR ) and walk me through the process of canceling the wire in the app. I was instructed to enter XXXX XXXX and enter some numbers. Once completed, XXXX advised that I had to speak with another person who was that XXXX Supervisors and then I would be transferred back to XXXX. 

I was transferred to XXXX XXXX ( XXXX ). XXXX advised that in order to proceed, he had to send me a code to confirm who I was. I received the code XXXX. I mistakenly gave him the wrong code in the read back and he asked me to check again, I corrected myself and we proceeded. I was talking to him about this fraud and XXXX stated that it was unfortunate and this happens quite often but Chase was able to catch it in time. I was then transferred back to XXXX. 

XXXX stated that they were completing a scan on the account because someone was attempting to access my account while we were on the phone. XXXX advised that I needed to change my sign-in and password. XXXX was sending me a code which I was to enter and not give XXXX the code, Chase does not ask for this code. XXXX advised that I had to sign out of the account and sign back in and I would have to enter the code. I complied and entered the code XXXX. XXXX walked me through the process of changing my sign-in and password. 

XXXX said that the scan on the account was taking longer than normal and since I was driving, he would schedule a call back in 45 minutes. We terminated the conversation. 

At XXXX XXXX I received a call from XXXX XXXX XXXXXXXX and when I answered the call disconnected. I called it back and got a recording that I had reach XXXX XXXX XXXXXXXX and asked for account number and I hung up. 

At XXXX XXXX XXXX called me back and stated that the scan was still running and they wanted to make sure there were no further attempts to access my account and they call back in the morning. I told him I got a call from XXXX  XXXX XXXX and XXXX replied that was strange and asked what happened, I told him nothing it disconnected. 

On XX/XX/XXXX, I logged into my account and found that I was over drawn and my funds had been wired. I contacted Chase at XXXX XXXX  and spoke to Representative and explained the situation. The Rep said that he did not see where chase had a Fraud issue from yesterday. I advised him that the call came from Chases number, the names of the people I spoke to, that the call last over an hour and I was sent codes from Chase and I had NO REASON to believe that I was NOT talking to Chase. He continue to review that account and I said so youre telling me that someone hacked into Chases system, sent me codes and I was talking to the people who committing the scam? He said yes it looks that way. I asked him if Chase had a facility in Arkansas and he said yes. I asked if they had people working there by names of XXXX XXXX and XXXX XXXX. He replied that he did not have a list of names. At that point I requested to speak with someone in the United States. 

I was transferred to XXXX. She reviewed my account and I explained what happened in detail. She took notes and advised that I should close my current account and open another account. XXXX further stated that she was blocking on line access and after we were done I had to call Chase On-Line customer service at XXXX to reactivate my online access. I asked XXXX if this was a common occurrence and she replied it is and they get into our fraud system. XXXX advised me that I was going to be mailed some documents that needed to be signed and returned. She said return them as soon as possible and would take 2 to 3 weeks for review and getting my funds returned. She then advised that I if I ever get a call from Chase, I should hang up and call Chase back. 

I called the Chase-Online number XXXX as instructed by XXXX @ XXXX XXXX The rep advised that my account locked and I had to go to see my Business Banker at the branch. I went to the branch, opened a new business account. 

XX/XX/ I revised an email from Chase regarding my claim. I went on line and found that Chase had denied my {$5000.00} claim stating that I had conducted the transaction and therefore denied the claim. I called Chase @ XXXX XXXX. The rep advised that it had been concluded that the transaction had been completed on the same device that has been used historically. I asked to speak to someone in the States and the Rep he can transfer me but they will tell me the same thing. I told to transfer me. I was placed on hold and the rep came back on the line and said that the person in the States was trained in this kind of fraud and he had to place me on hold again. The rep came back on the line and advised that the hold time for a rep was over 30 minutes in the states. And I should call back at later around XXXX XXXX XXXX XXXX 

Called back Chase and went through the situation. I was told that the fraud investigation has determined that I authorized the wire. Further, I was advised that the Chase Wire Department does not have phones nor do they contact customers for wire fraud,. That is Chase policy. Either way, I was not going to get money back. I asked for someone in the states and was advised that they will tell me the same thing. I was placed on hold for someone in the United States. XXXX, Stated that that since the wire was completed over my device they consider it a transaction that I approved. Despite the fact that Chase knows about these scams, I approved it and therefore chase will not refund the funds. I can file a complaint with the local authorities and maybe they can peruse the receiver of the funds but chase does not get invoiced in criminal actions.

Company response to consumer: Closed with explanation