Consumer complaint received 2022-05-25
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, I received a phone call with the caller ID saying Chase. I initially ignored the call but when it called back a second time, I answered, thinking it must be important. The person I spoke to claimed he worked in the Chase fraud department, he knew my name, and asked if I had spent around {$3000.00} at XXXX XXXX. I said no I had not, and the caller proceeded to tell me that he will take care of it to help refund my money, cancel my card as it has now been compromised, and issue a new one to me. He asked me to confirm my credit card number among other things, slowly but surely obtaining more details from me as time went on, all the while I was thinking that I was working with someone from Chase. He instructed me to not answer any other calls coming from Chase because it would interfere with the work he was doing and only delay the process of getting me refunded. As I was eager to get this taken care of quickly, I did as I was told. He assured me that he was handling it personally which gave me great confidence in him and I thought I was getting excellent customer service. At some point during the call, he mentioned that my XXXX XXXX account had also been compromised. He then put me in touch with someone from XXXX XXXX and told me that XXXX XXXX would handle it from there. While I did not realize this at the time, this XXXX XXXX representative was the same person. The caller had the ability to manipulate my account, funds, and myself. 
<p> He made a credit card balance transfer of {$9500.00} to my XXXX XXXX checking account which he then withdrew through wires and XXXX. At the moment of all this happening, he was telling me to check my Chase accounts and my XXXX XXXX accounts so I was logging in and seeing the fraudulent activity. He kept assuring me that this was being taken care of, so I am not sure how, but he had ways to manipulate my account and what I was seeing. When he made the balance transfer of {$9500.00} into my XXXX XXXX checking account, he asked me if I could see it on the screen, which I said yes, and he told me thats my refund, but it had been over-refunded. He explained he had kept trying to push forward the refund but the system was unresponsive and slow, so it must have finally pushed it out into one big lump sum.

<p> As I did not realize that I was being tricked, I followed his instructions to help send him the over-refunded amount because he said he would get in trouble if I didnt help. Throughout the whole week while this man was supposedly helping me he was draining the money from my account. 
<p> When I realized that the person I was trusting all this time had betrayed me, I contacted Chases fraud dept ( XX/XX/XXXX ) and told them everything. They reviewed my case and told me they would take care of it ; they quickly reversed the fraudulent charges and the balance transfer amount. I thought the worst was behind me, until I realized that Chase reneged on me when I saw the {$9500.00} balance transfer amount appear in my statement 2 months later. 
<p> Believing this amount was due to an error, I called the Chase fraud dept and spoke to a woman named XXXX XXXX  XXXX on XX/XX/XXXX. After repeating my story to her, she told me that since the funds left the account, it was my responsibility to pay for it and she can not help me. I reminded her that Ive been a loyal customer for more than 20 years and have never missed a payment, in fact I pay in full every time, but that meant nothing to her. I asked multiple times to speak to her supervisor but she would not transfer me, instead she backed me into a corner questioning why it took me so long to realize I was being lied to. I told her she should not assume that everyone knows how banks operate and what types of information they are allowed to get from clients. I am not a person that interacts with banks so I dont know how they operate and where to draw the line. She continued to guilt and shame me. She literally said to me that I allowed this to happen to myself in a condescending manner. She showed me no empathy or understanding of what I had gone through, and I confessed to her how awful and devastating it has been on me mentally and how stupid I felt when I realized what had truly happened, and how it made me question and doubt myself about everything. I responded, Please dont say that I allowed this to happen to myself and I begged on behalf of all victims for her to never tell someone they allowed themselves to be victimized, and at the very least extend some empathy for what had occurred. I also told her that if she has ever spoken to anyone that has been scammed or frauded in the past, they will all confirm that they absolutely did not know what was happening to them in the moment, until unfortunately it was too late. I think that if I had told my story to a robot, Im sure a robot would have been more kind to me. Obviously if I knew what was happening I would stop it immediately, and that is what I thought I was doing by working with someone from the bank it is not my fault this person disguised himself as a bank rep. 
<p> She remained firm on her position and tried to push me off to the payments team to work with them to come up with a payment plan since in three weeks Ill have a $ XXXX payment due. I was supposed to have an interview later that afternoon but I had to reschedule it because I broke down crying on my call with XXXX XXXX  XXXX and I mentally would not have been able to get through it and bring my best self to the interview. 
<p> The reason it has taken me so long to file this complaint is because I tried hard to put all of this behind me and move on from it, but as time passes I realize how absurd it is that one of the biggest banks in America is unwilling to help me. I am also still shocked at the rudeness and unkindness of XXXX XXXX  XXXX and how it poorly reflects back on Chase. I thought when I first spoke to Chase at the very beginning, they had my back when they quickly reversed the funds from my statement. I was wrong when 2 months later they reneged, pulled the rug out from under me, and put it back on me to pay. Not only have I been lied to and betrayed by the fraudster but also by Chase. {$9500.00} is a drop in the bucket to them. For all we know, it could have been an inside job and no one would be able to prove otherwise, because they never bothered to stop or go after the bad guys, instead they punish their own loyal customers. 
<p> Attached statements will show the fraudulent activity taking place in XX/XX/XXXX and the reversal of funds. The XXXX statement will show that the reversal had taken place. The XXXX statement will show Chase adding {$9500.00} back on my bill.

Company response to consumer: Closed with explanation