Consumer complaint received 2022-11-12
Company: JPMORGAN CHASE & CO.
State: AR
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I received a text message from what I thought was Chase. It asked me if I was authorizing the amount of {$440.00} at XXXX XXXX I replied NO via text message. I received a text saying that a " fraud specialist '' would be contacting me. Shortly afterwards, someone from XXXX called me. ( When you call this number it is a Chase number ). She was asking if I had authorized that transaction. I informed her no. Because we had a bad connection, I told her I was having problems hearing her. So she informed me that she was going to call me from her personal number. She called me on XXXX. She asked if I had my debit card in my possession. I informed her I did. She wanted to verify the last 4 number 's on my card. She read the numbers to me. She asked to verify the security code on the back, she gave me those 3 numbers. She then sent me a link via text message which she asked me to connect to. I clicked on the link. She verified all the fund transactions that I had since XX/XX/XXXX, except there were 2 that I said were not mine. The one for {$440.00} and another amount around {$20.00}. I was on the phone with her for about 45 minutes. She said she was canceling these transactions. Then she told me that I would be receiving a new debit card via XXXX  XXXX on XX/XX/XXXX and that I needed to shred my old card. Which I did. The lady I spoke to, said that it looked like my debit card number was stolen at a gas station that I had used on XX/XX/XXXX. The lady told me that I would need to change my username and password on my bank account because she had deactivated that. 
On XX/XX/XXXX, I received a text message that one of my bank accounts with Chase Bank was overdrawn. I did not pull up my account, because I was in a hurry to leave town due to needed to attend a friend 's funeral. I didn't have the time to change my username and password, so I was thinking that it would take some time. In the afternoon of XX/XX/XXXX, I logged onto my mobile Chase account on my phone and noticed that there was a {$6000.00} wire transfer to XXXX XXXX in Florida at XXXX XXXX  that I did not authorize. 
Immediately I called Chase on the evening of XX/XX/XXXX. I was hung up on 3 or 4 times during the process. I was transferred to several different people and no one could help me. One person said I needed to send a secure message to Chase with the topic " Payments & transfers ''. I sent a message. 
The final person I was transferred to was " XXXX '' in the claims department. She looked and said that the wire transfer went through and the only thing I could do was send the message through the secure message line. No one seemed to understand my concern for my other accounts or my kids accounts linked to mine. No further suggestions were suggested until my daughter brought up changing the password, and asked about the account needing to be frozen. I did freeze this checking account. I never did receive a new Debit card. 
On Sunday XX/XX/XXXX, I filed a police report with the local police station and I also filled out a report with the FBI. 
On Monday XX/XX/XXXX, I went to the local Chase Bank and explained the situation to them. Over the phone we spoke to someone with Chase in the Dispute Department. An official dispute was filed for the {$6000.00} wire transfer that was not authorized by me. Chase informed me that I would be receiving a " packet '' in the mail that I needed to send back within XXXX business days. When a finally received the " packet '' it was single piece of paper. I filled out the " Unauthorized Signature or Forged Item Declaration '' and then took it to the local Chase Bank for them to fax it to the main Chase office. This paper was faxed to Chase on XX/XX/XXXX. 
On XX/XX/XXXX, someone from the Chase Branch Complaint Escalation Group called me and left a voicemail on my phone. I returned her call at XXXX on XX/XX/XXXX and I had to leave her a voicemail. I called her again on XX/XX/XXXX @ XXXX ; XX/XX/XXXX @ XXXX ; XXXX @ XXXX ; and XXXX @ XXXX and had to leave voicemails each time. On XX/XX/XXXX @ XXXX, I was finally able to speak with this person that initially called me on XX/XX/XXXX. She stated that she would reopen my complaint and she would try to follow up on the claim that I had. She said she would call me towards the end of the week. I did not hear back from her and I have still not heard back from her. On XX/XX/XXXX @ XXXX ; XX/XX/XXXX @ XXXX ; and XX/XX/XXXX @ XXXX, I called and left her voicemails. 
On XX/XX/XXXX @ XXXX, I called the local Chase Bank and spoke to one of the first people that helped me on XX/XX/XXXX. She transferred me to the Disputes Main office and I spoke to XXXX. He stated that Chase was still trying to work on recovering the funds and there were no updates yet. He suggested that I call back on Thursday XXXX XX/XX/XXXX, I called back to the Disputes Main Office and spoke to XXXX. She said that Chase was unable to recover the {$6000.00} and that my claim had been denied. She did give me a XXXX # XXXX. And a XXXX # XXXX  XXXX. 
I have not received any letters from Chase saying that my claim has been denied. I have not had anyone call me to tell me anything about my claim. 
On XX/XX/XXXX, I closed my other Chase bank accounts and transferred all my funds to another bank. I still have the one account that is frozen with Chase. I have had to deal with loosing my Health Insurance temporarily due to funding issues. I have had late charges that I have had to pay due to having minimal money in accounts to pay for my Mortgage and other bills. 
I would like to see Chase refund my {$6000.00}. I do not know the person that the wire transfer was sent to. I did not authorize that money to be wired out of my accounts.

Company response to consumer: Closed with explanation