Consumer complaint received 2021-09-13
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I was a victim of a XXXX XXXX fraud scam. A prerecorded message was sent to me saying my service was about to be turned off, which happened to be my daughter 's new address and apartment. When I called back the number I was directed to call, the supposed rep for XXXX XXXX, a gentleman answered and said XXXX XXXX had a new 3 month security deposit that new customers needed to pay in order to establish credit with the company. He said this policy started being implemented during XXXX and that the amount would be refunded after three months. The amount was for {$990.00} plus, the outstanding balance of {$270.00} which of course was not true, I asked if it was possible the tenant before my daughter had not paid their bill and most likely it was their outstanding balance affiliated with this account. When I asked to speak to a manager above this man 's level, he sent me to another ( XXXX ) number to call and verify this information. I called the number he gave me and the person answered as XXXX XXXX and confirmed the security deposit and payment. I was told to wire it through XXXX to a manager in accounts payable in order for it to clear immediately before the service was shut. I had JP Morgan Chase on the phone with me, during this conversation. The rep for Chase said she she was unsure of this claim and a security deposit being asked by XXXX XXXX by the new customers. I then asked to speak with a manager above this rep to confirm this new policy. When I called what was supposedly a manager at XXXX XXXX, Chase was on the phone with me. It sounded legitimate so I gave the go ahead to release the {$990.00} " refundable deposit. '' I then received a call back from XXXX XXXX, saying that the account number I entered was not right and for me to resend to a different manager which was still pending through XXXX to clear. During that time, I then received a third call, which was supposedly another manager in Customer Service at XXXX XXXX saying that the amount that was authorized was wrong and that the true amount due was {$1400.00} which was the {$990.00} deposit and amount overdue on the account. I called Chase again while still on the phone with this impersonating XXXX XXXX rep and re-accounted the situation with the rep from Chase. I told Chase that I was calling under duress and explained what was happening, now believing I may be a victim of a scam. The rep this time for Chase advised me not to make the payment and my account was then frozen. I tried to get into the account to see the activity but could not and to be sure the pending funds were cancelled. When I couldn't access the account, I immediately called Chase to confirm all pending transactions were being cancelled. The rep said there was 2 pending amounts each for {$990.00} but that they would be cancelled by Chase. The rep read the names of the two cancelled payments- saying both were for {$990.00}, he said two of the names, but not the name of the one that had gone through. I could not see my account and therefore was trusting Chase when they said they were cancelling the activity of these transactions, that all was frozen. I was assured they were by Chase. The next day, I saw that Chase allowed one of the payments to go through. I called Chase immediately and asked how that happened, as they had assured me when I spoke to them the day before that any transaction in the amount of {$990.00} would be cancelled? They claimed once it was released, they could not reclaim it and would not be able to reimburse my account for the {$990.00} I was assured had been stopped before it went through. Chase is part owner of XXXX, they assured me they were stopping the payments when in fact they did not and are now telling me basically - tough luck, you're out {$990.00}. I believe they are responsible for allowing this transaction to go through, they knew there was fraud activity on the account and were able to freeze me out of getting into my account, how can they possibly claim they couldn't stop a transaction pending? I am looking for full reimbursement by Chase and have uploaded the transaction that is referred to in this complaint. I have also filed a complaint with the police department which has been turned over to detective in the XXXX XXXX division. Thank you for your help in advance, I look forward to hearing from CFPB with a resolution.

Company response to consumer: Closed with explanation