Consumer complaint received 2021-10-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I had a fraud purchase made. I received my money back and changed my bank card only. I asked the bank advisor if I should change my bank account number as well and I was told it was not necessary. On XX/XX/XXXX I received a text message Fraud alert for XXXX XXXX ( {$5000.00} ) to reply yes or no for authorization. I replied No. This is not unusual for chase to send a text alert. I was in a meeting with a client but was very upset there was another fraud alert. I was going to call the bank when the " XXXX '' called me. I was told that XXXX calls becuase these transactions move fast and they need to stop the transaction. The man on the phone did not send me a link or any email to click on. He told me to open up my Chase mobile app. I felt safe to follow his directions because I was going into my own mobile bank app and saw a XXXX XXXX for {$5000.00} going to an XXXX that I did not start or have any part of. The man instructed me to make myself ( XXXX XXXX ) a receiver of funds and start a new transaction to send money to myself. It would be in the same amount that was going out to this XXXX person. He said the money going out to XXXX would hit his bank and it would then come right back to my account but he needed me to follow instructions. In my chase mobile app I put myself as a receiver and Chase sent me a text message that my number was being used on another bank account.I assumed it was for my personal account, not my XXXX account it needed to go to ) The text message instructed to reply DELETE to remove my phone number from another profile and then re-enroll at XXXX. I re-enrolled my number on my chase XXXX account. Once I did that I started a new transaction of {$5000.00} to be sent to myself ( XXXX XXXX ) in my bank app with my number set up on my profile. The man gave me a series of numbers to put in the memo under the transaction in my XXXX transfer ( I again was doing through my bank app ). He said the series of numbers is only a note to connect the two transactions. I sent ( myself XXXX XXXX ) the {$5000.00} and he said it will take up to 24 hours to receive the money back. The following morning I called Chase to find out the status of the transaction and found out it was fraud. I opened up a case the morning of XX/XX/XXXX with the bank. One XX/XX/XXXX they gave me a temporary {$5000.00} amount in my account while under investigation. On XX/XX/XXXX Chase sent me a notice that the transaction was processed according to the information I provided and as a result they are removing the {$5000.00} from my account. I then called and spoke to someone else in the Fraud department somewhere around XXXX XXXX -XXXX XXXX ( I'm guessing this is when I saw the notice ) She reopened my claim saying that I authorized the {$5000.00} transaction to be sent to myself and not to the account it went to. I then on XX/XX/XXXX spoke to my banker XXXX XXXX ( who moved to XXXX, CA location ) and let him know what was happening. I gave him all the details I could and he investigated my case. About 5 days later I spoke with XXXX and he said he can clearly see that the transaction was started without me, that I was coerced into sending myself money when the phone number was changed from my account to another account. They can see that the money was sent to someone in Florida and the person who received the money immediately pulled the money out of the account and closed the account as soon as they got the funds. For that reason they can not give me my money back. He said that somehow my account was hacked and it must be something I did or my phone has malware on it. I had already took my phone to the XXXX store and they found no malware on my phone and said it is impossible to get it on the XXXX unless I jailbroke my phone ( which mine is not ) On XX/XX/XXXX, I received a notice that No adjustments would be made at this time, the transaction went according to the information I provided. 

If my memory serves me well, it was XX/XX/XXXX I made a report to the FBI as well. 

I believe that my account was compromised with the first fraud that took place and I was instructed not to change my bank account and only needed to change bank cards. I believe that my account was broken into within the XXXX/chase system. I had the false safety of sending money to myself after re-registering my phone number with my account and also that I was processing a transaction through my bank app. I was under the false safety that chase provides a service connecting XXXX to my chase bank and I only used that service because chase provides the service. 

This was clearly fraud and I am asking for your help. I just had my first sale after covid loss and this money was needed to help my family. I am a single mom and this was a big hardship on me. 

I have screenshots attached and the statements that is needed to show the timeline. 
My next steps will be to take Chase/XXXX to court and broadcast this fraud on the news to show that Chase is well aware of the fraud happening in their system to their clients and that there are many many other cases similar to mine and yet they still provide a service to people that is loosly monitored. This system is so easily hacked and it is heartbreaking the amount of cases out there like mine.

Company response to consumer: Closed with explanation