Consumer complaint received 2023-11-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX around XXXX recieved a phone call ( ID caller- Chase Fraud ) XXXX. Introduced himself as XXXX XXXX from chase bank fraud dept. Ask my name, complied as XXXX. He asked if i did any transaction in a apple store in XXXX XXXX, I answered would not give any my information over the phone. He repeated his name and ID # XXXX. Ichecked the number of Chase Fraud XXXX XXXX and saw in Chase website the same number.He assured me everything is recorded and will give me a confirmation # about our conversation. ( Confirmation # XXXX ). He continued the online transaction was denied because can not answer security questions. He stated he will close current debit card and expedite it for replacement. He asked me what devices do I use for online banking, complied my phone app and computer at work. He asked if I got access on PC, because he see some activity attemping wire transfer. XXXX an appt. at XXXX. He returned my call after XXXX and asked me to open my profile. He started explaining there was $ XXXX was being wire transfer from XXXX XXXX XXXX Texas under the name of XXXX XXXX, DO NOT KNOW anybody under that name. He excused himself, to check his back office. after a few minutes he stated they got it recovered, and if XXXX in my profile $ XXXX credited. We ended up our conversation. That he will introduce me with XXXX XXXX fraud investigator team, and made an appt. XXXX @ XXXX. 
XXXX XXXX called after XXXX and introduce me to XXXX XXXX XXXX and turn me over with XXXX XXXX XXXX He introduced himself he is Digital Forensic Investigator of Chase fraud team. 
XXXX started that some hackers got into business acct. since XXXX and continuing. 
$ XXXX XXXX XXXX XXXX $ $ XXXX Crooms, $ XXXX XXXX. I was panicking, what happen ( breaking down ) He assured me he will worked on recovering the money, promised everything is recorder and accounted for. He also excused himself to check with back office for recovery, several times. He started can you see some funds being credited in the acct. but wrong amount, some $ XXXX, $ XXXX, and so on. I told him iam not comfortable to whats happening right now. He kept repeating everything will be Ok that their team are on top of it and assuring for all funds will be recovered. He stated he will freeze account for 24-48 hrs. which is coming weekend, for no transaction will be made. 
Made an appt. XXXX XXXX at XXXX, XXXX called after XXXX and stated some funds where recovered but there are still some wire transfer being made, $ XXXX XXXX, # XXXX XXXX. This time I am furious to What the F .... happened to my acct He made a comment they caught the 1st guy who attempted the wire transfer, and assured me again for the recovery of funds. I excuse myself that i am exhausted and i can not deal to what is happening. He made an appt, the following day at XXXX XXXX XXXX. I went to the Chase Branch to report to what happened, The banker stated I got Hacked and processed 6claims, which are still under review. Please help me recover HARD EARNED MONEY, Thank You much XXXX XXXX

Company response to consumer: Closed with explanation