Consumer complaint received 2021-12-08
Company: JPMORGAN CHASE & CO.
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I got a text from ( XXXX ) XXXX on XX/XX/2021 saying " XXXX : Chase Bank Fraud Dept. Did you attempt a purchase at XXXX for {$340.00} in XXXX, TX? REPLY YES OR NO. Don't want Fraud Text? Reply STOP '' I then replied No because I live in XXXX OR. I then got a call from ( XXXX ) XXXX. The call was automated and said it was the Chase Fraud department and to press 1 if the charge was fraud. I pressed one and the phone rang. Then I talked to a real person. The person on the phone said they were in the fraud department and that the same person that tried to commit fraud on my account in Texas had tried to wire money to themselves through XXXX on my account. The person shared that they must have got into my account somehow. The person on the phone told me to change my username and password and that they were going to freeze my account so only my phone would have access to my online account for now. They then told me that I needed to do a XXXX reversal to reverse the money from the person who was trying to steal from me back to my account. The person on the phone walked me through how to go into XXXX and send the money back to myself. They had me send it to my name XXXX XXXX and my phone number XXXX when I went to transfer the money back to myself it said I was registered as XXXX XXXX ( I am not sure if the spelling of that is correct ). I asked the man on the phone and he said that was the person whos account I was reversing the transfer from. on that day he had me transfer a total of {$2000.00}, he said that was all that we could do for the day and that he would call me back the next day. I asked him when the money would be released back into my account and he said when they unfreeze it. I was called back ever day for 8 days to a total of {$16000.00} and was asked to do the same thing. On the last day I was told I was talking to the manager and that he was going to unfreeze my account. The man on the phone told me that the money would all be back into my account in 24 hours. When it was not I went into a Chase Bank and told them all of this. They did not seem to think the XXXX reversals where weird and called the fraud department. The banker shared that whoever I talked to on the phone did not finish submitting the claim so he did and gave me a claim number. 

Chase then gave me a credit of {$16000.00} while they investigated. Chase then removed that money from my account and said that my claim was not founded. I went to another Chase branch and told the same story but this time the banker realized that it was not Fraud but that the person helping me send the money back to myself was not from chase and that they were scamming me. It looked like they opened a bank account in my name at XXXX  and somehow I sent the money there. I tried calling XXXX  but they could not find an account in my name. 

Looking back at my texts I found this information : XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} using XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$1000.00} using XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$930.00} unsing XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : Your XXXX payment to XXXX XXXX using XXXX ( XXXX ) is being processed. 
XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : Your XXXX payment to XXXX XXXX XXXX XXXX ( XXXX ) is being processed. 
XX/XX/XXXX XXXX : Your XXXX payment to XXXX XXXX XXXX XXXX ( XXXX ) is being processed. 
XX/XX/XXXX XXXX : Your {$400.00} payment to XXXX using XXXX ( XXXX  ) is being processed. 
XX/XX/XXXX XXXX : Your {$400.00} payment to XXXX XXXX using XXXX ( XXXX  ) is being processed. 
XX/XX/XXXX XXXX : XXXX XXXX sent you {$2000.00} Using XXXX ( XXXX ) XX/XX/XXXX XXXX : Your {$160.00} payment to XXXX XXXX using XXXX XXXX XXXX  ) is being processed. 
XX/XX/XXXX XXXX : Your {$20.00} payment to XXXX XXXX using XXXXXXXX XXXX XXXX XXXX is being processed.

Company response to consumer: Closed with explanation