Consumer complaint received 2023-05-03
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I was called by someone claiming to be from Chase Bank. He told me there was suspicious behavior on my business account. Someone was attempting to use my card number in XXXX at a hair salon. 

I wasnt surprised to hear this because I had tried to order something for my company from a new website a few weeks before. I never got the order or any confirmation but money was also never taken out of my account. It was strange and I didnt understand what the scam was but it felt like a scam. 

So when someone called from my bank about suspicious spending it made sense to me. He asked me to check my other accounts and make sure there was no other fraudulent activity. 

When I opened my checking account on my phone, he poke as if he could see my account details. Referring to specific transactions and whatnot. 

It was a bit of a perfect storm because there was an unknown charge from XXXX for {$150.00}. I later learned that this was a XXXX subscription renewal and their price has gone up and for some reason it was charged to my debit card instead of my husbands work card. 

It all reinforced my belief that this guy was legit and the threat of fraud was real. 

He explained that to confirm that I was me and not the identity theft he would walk me through a wire transfer from my personal checking account to my own business account. The wire wouldnt actually go through but would serve to notify the bank that I was connected to both those accounts. I realize now how stupid that was of me. By that point my husband was on speaker with me and the man was so convincing. 

Another thing that made it seem real is because I have a text thread from chase that goes back to 2020. Anytime I need to reset anything or verify anything I receive codes from this number. These codes were coming in from that number as the guy was walking me through this processes. The codes were working. 

When I got to the wire transfer page the only names listed were my own and my business account. There was no name I didnt recognize! 

I woke up at XXXX nervous and checked my accounts. {$2300.00} was taken from my checking account. I immediately called chase fraud. They told me I would have to wait til XXXX to talk to accounts fraud. At XXXX XXXX I called accounts fraud and spoke to two different agents. They both told me my request was denied because I initiated the transfer myself. I tried explaining that whatever wire occurs and the one I initiated were not the same because there was obviously a different name than my own. They couldnt tell me the name or account number it was sent to and told my to file a claim with the FBI. 

I did that then went to talk to a banker at XXXX XXXX when the branch opened. He told me my claim was not denied after all. He explained that the transaction was still pending and they should be able to intercept it. They problem was no one could see the account number! Only the last four digits. I did however learn the name of the account it was sent to. It was the name of my business but what was hidden or cut off or encrypted or whatever was that at the end of my business XXXX was added. 

I went to XXXX XXXX to try to intercept it. They too could only see the last four digits of the account number. It was so painful. I felt like I was being fraud ed in real time. The transaction was pending for two days and my bank wouldnt stop it because they didnt know the account number. Both the banker at Chase and XXXX XXXX said they should have access to that! 

Once the transaction went through Chase said they can request that the receiving party not accept the funds. Obviously the receiving party declined that request and now my money is gone.

Im not rich by any means. I am a XXXX and a XXXX and a XXXX XXXX XXXX. {$2300.00} is a lot of money for me. I am filing this complaint against Chase bank for doing nothing to support me. The fact that I was told my claim was denied twice when that was never true made me feel like they wanted to just get me off the line and not bother them. They fact that they didnt know the account number that they approved a wire too is unheard of. That they would do nothing while the wire was still pending was so frustrating. I understand wires are different than credit card or debit card transactions but accidents and scams do happen and the bank should be able to control it. 

I have now escalated this to their executive offices but have yet to hear a response.

Company response to consumer: Closed with explanation