Consumer complaint received 2023-08-31
Company: JPMORGAN CHASE & CO.
State: ID
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, Chase bank informed me that my checking account ending in XXXX was temporarily frozen due to suspicious activities and asked me to call them. I called them immediately and found out that my account was hacked into and XXXX wire transactions of {$2800.00}, total of {$14000.00}, was sent to people I don't know. Chase bank helped me file CLAIMS and RECALLS on those fraudulent transactions on the same day. 

During the call, Chase asked me to change my email passwords and account log-in credentials, and I did. 

Also, I was told by Chase 's claim team that they will send me a reclaim packet to fill out and asked me to sent back once I completed. 

Later when I checked the emails ( XXXX ) to see if any more damages were done, I confirmed that my email account was also compromised as I found those notification emails of Wire Transactions from the TRASH folders, which was not done by me. 

Few days later, around XX/XX/XXXX, I checked my business account ending in XXXX, and found out that similar things happened on this account : XXXX unauthorized wire transaction, total of {$10000.00}, was sent to the people I don't know. 

And the recipient bank of those transactions were the same as my personal checking account. 

Not only that, the amounts being fraudulently wired were the same between XXXX accounts- {$2800.00}. 

When I checked the fraudulent transaction date on this account XXXX, the fraudulent wire was sent on XXXX XXXX day before I was notified by Chase regarding the fraudulent transaction of account XXXX. 

The net day, XX/XX/XXXX, I went to a Chase Bank XXXX in XXXX, ID to file the claim. 

On XX/XX/XXXX, I noticed that Chase refunded the {$10000.00} to my business account ending in XXXX. 

Then on XX/XX/XXXX, I received Chase 's " claim packet '', and I filled the packed by describing the incident on account XXXX and sent back, assuming this packet is for my claim that I filed on XX/XX/XXXX. 

On XX/XX/XXXX, I called Chase and asked the progress of claim regarding the account XXXX for amount of {$14000.00}, and I was told it's still being reviewed. 

On XX/XX/XXXX, I called Chase again but this time I was told that my claim regarding the account XXXX for amount of {$14000.00} was rejected way back to XX/XX/XXXX. 

On XX/XX/XXXX, I called Chase again to ask for explanation of the rejection of claim regarding the account XXXX for amount of {$14000.00} as the claim for account XXXX was refunded, and I was told that claim of XXXX was associated with the " RECALLS '' so the back office rejected it XXXX day after I file the claim. 

on XX/XX/XXXX, I requested the Chase XXXX XXXX to reopen my case as all these information pointed to that the fraudulent transactions were all conducted by the same group of people- the time range, the amount, the receiving banks are all the same for XXXX accounts- but I was told that the decision they made on XX/XX/XXXX was the final and they won't reopen my claim for investigation.

Company response to consumer: Closed with explanation