Consumer complaint received 2023-03-25
Company: JPMORGAN CHASE & CO.
State: SC
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
To whom this may concern, I, XXXX XXXX XXXX, hereby that this statement is true to the best of my knowledge. On XX/XX/2023, I received a text message at XXXX from XXXXXXXX XXXX XXXX  XXXX XXXX ( XXXX ) asking if I attempted a XXXX transaction in the amount of {$3500.00} and to respond yes or no. I responded no and was told thanks for the confirmation and one of our representatives will be contacting you shortly. I received a phone call from XXXX XXXX customer service department ( XXXX ) shortly after XXXX. The caller introduced themselves as a XXXX XXXX representative and said their name is XXXX XXXX. I was asked to confirm my first and last name, verify the amount in my checking and savings account for confirmation. I was then asked about the XXXX transaction and two wire transactions from my savings account in the amount of {$9000.00} and {$8500.00}. I explained that Ive never done a wire transaction and was asked if I was traveling because the two pending transactions from my savings account were showing an IP Address in XXXX Georgia. I logged into my account and told them I didnt see anything pending. I was told I wouldnt be able to see it on my end yet and could revert it back to myself before it started reflecting on my end. He then proceeded to walk me through a XXXX XXXX process on how to reverse that payment. He told me to go to my savings and make a wire transaction to myself in the amount of {$9000.00} and {$8500.00}. Told me this was a Manual Reversal. Told me to put my number in and myself ( XXXX XXXX ) as the recipient and label it as a Manual Reversal. I asked if I should use my account number when sending and he said not to use my account number because whoever was trying to get the money could possibly see my account and try to intercept. He gave me a number to enter and said it would show XXXX XXXX that the transaction is unauthorized and that Im trying to recall it to myself. The number he gave me wasnt as long as my account number with XXXX XXXX, so I didnt believe it was an account number. I later learned that the number was an account number to a JP Morgan Chase account. The account number he provided me with is XXXX and the routing number is XXXX. The account is still active at Chase and Chase is aware of the situation. He ( XXXX XXXX XXXX explained how I would receive a code via text message. I provided them with the code and was told that I would have to confirm the reversal. After doing so I explained that I could now see those two pending transactions leaving my account and was told I was suppose to see that and the money would be reimbursed to my account within 24-48hrs. Told me if I needed money to go inside of a branch. I started recording the conversation because I felt it could be a scam. XXXX asked if I would like to law enforcement involved and told me to file a police report. XXXX asked if I had to use my account any that day and informed me not to do any online ordering and to not use my debit card at any stores or outside gas pumps because it could interfere with the payment process being reversed. XXXX then said he would call me back with more details about this case & provide the case number. Told me he was my case manager and asked when would be a good time to call me back and that I would not need to call them because XXXX XXXX would call me once everything was handled. I questioned the call and he read out my email, the number he was calling from, his name and employee ID number ( XXXX ) to verify who he was. We talked for a total of XXXX. After ending the call, I immediately called that same XXXX XXXX number back, went through the automated system, spoke with a representative about the situation and was informed that I was indeed scammed. At this point, while on the phone with the real XXXX XXXX representative, I received two more calls from the same XXXX XXXX number that I was currently on the phone with. After not answering, I received two private calls. After not answering that, I received a text message asking the same question about a XXXX transaction but this time from a different number ( XXXX ). Later that night at XXXX, I received a call from ( XXXX ) which is a XXXX XXXX XXXXXXXX number. I feel as if this was the same scammer calling me back. The scammers continued to call up until the next morning XX/XX/2023. That afternoon, I went to the XXXXXXXX XXXX Department, XXXX XXXX and from there was told to contact XXXX XXXX XXXX Department to file a report. I called and requested for a deputy to come out to my home. XXXX XXXX XXXX and XXXX XXXX XXXX XXXX took my report. From there, XXXX XXXX XXXX was assigned to my case. Ive reached out to Chase and XXXX XXXX plenty of times throughout this process and have been passed around from person to person. When questioning their shady behavior with me, I mentioned to one banker that Im starting to feel like its an inside job. He was sure to inform me that XXXX XXXX had plenty of money and they did not need mine. I informed him that I would close my account because I didnt feel protected and didnt feel as if I was a valued customer. XXXX XXXX has gave me different answer, three different time for the same issue. I was told there wasnt any money to return. Ive been told that Chase cant get in touch with the account holder to give permission to send the money back and Ive been told that XXXX XXXX is reaching out to Chase but Chase isnt replying. XX/XX/2023, I received another text message from ( XXXX ) asking the same XXXX question except this time, the scammer asked if I attempted to make a {$3500.00} transaction to a Chase Bank recipient and to reply yes or no. After seeing that, I went to my old messages and saw where a Chase bank recipient was mentioned in the second message I got on XX/XX/2023. I did not reply. I called XXXX XXXX and alerted them about the message I received and provided them with the number which the message came from. I was told by a XXXX XXXX representative that it might be best if I spoke with Chase. I went to Chase in XXXX NC and spoke with them face to face, myself. I spoke with a banker by the name of XXXX and her branch manager, XXXX. XXXX explained to me how their poly in place explains how if the account holders name and the recipients name are different, the funds would be rejected and returned from the account in which it was being sent from. She also confirmed that I ( XXXX XXXX ) was not the account holder but I was the recipient for those funds. I explained to her that I never received those funds but I did lose them. She couldnt give me any information on the account being that Im not the account holder but she did try to help as much as she was allowed. XXXX called their fraud department and we spoke with someone named XXXX. XXXX called someone by the name of XXXX and spoked with her privately. Said we couldnt talk to her. Once he returned, he informed me that I need to have XXXX XXXX call JP Morgan Chase so the banks could work with each other on returning those funds. The latest update I have from XXXX XXXX is on XX/XX/2023. I went inside the XXXX branch and spoke with XXXX XXXX about re-opening my claims or opening a new one since mine was recently closed again. By the way, XXXX XXXX went above and beyond to try and help me with this situation for over an hour on the phone getting transferred from person to person. In the end, we were told that no matter how many claims I open, my results would end the same. With XXXX XXXX not returning the money. I was also told the day before by XXXX XXXX that if the money was sent from my card, Id be reimbursed but because it was a wire, its my responsibility although both ways of transactions are linked to the same account. My name as the recipient is different from the name on the account that my funds was illegally transferred to.

Company response to consumer: Closed with explanation