Consumer complaint received 2021-10-04
Company: JPMORGAN CHASE & CO.
State: KY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On Monday, XX/XX/2021, I received a text that said it was from Chase Bank stating that there had been XXXX charges to my checking account in California. One charge was supposedly for more than {$500.00}. I dont remember the amount of the other charge. The text wanted to know if I had authorized these charges. I stated that I had not. I had not been out of Kentucky since well before Covid had been an issue. Someone replied to my text saying that I would receive a call from the bank within a few minutes. Shortly, I received a call which said that the caller was Chase Bank. I do not answer my phone if I do not know who is calling. Since the phone said the caller was Chase, I answered. The man that I spoke with told me that the charges could be taken off my account if I gave him my password. He said that oftentimes scammers could get access to bank accounts if one used his debit card at the gas pump while getting gas or some other routine transaction. Unwittingly, I gave the password to my checking/savings accounts. During Covid I had put my Covid stimulus checks along with a repayment from my son for money I had lent him so I had amassed {$6000.00} in my savings account. He then assured me that he would take care of the issue once I texted him my password, so I did. Once I got off the phone, I logged into my bank accounts and discovered that all of my savings and {$100.00} in my checking account had been stolen via a wire transfer. I immediately called Chase and filed a complaint. I was told to go to the bank the next day to close my current accounts and open new checking and savings accounts. I did precisely that. I was also told that I would be mailed an affidavit to fill out and have notarized detailing what exactly happened. I also gave the branch manager the phone number of the person who made the call to me the previous day. When I asked if I should file a complaint with the police department, I was told that it would do no good. Afterwards, I called Chases Customer Complaint Department at least once or twice a week. I was told that it would take one to two months before a decision would be made. I could not understand why there would be a question regarding my complaint since I was an unwitting pawn in this whole scam. I am a widowed senior citizen who lives on a fixed income and was so happy to have accumulated a little nest egg in case I had home or car repairs that I needed to attend to. I called at least once or twice a week trying to find out what was being done. Finally, in XXXX when I called, I was connected with a woman who told me that the bank would not reimburse me for the money that had been taken since, according to them, I was a participant in the scam since I had given the scammer my online password. I couldnt understand how they could think that I was a participant when I had lost {$6100.00} of my own money. The woman that I talked to told me that I shouldve gotten a letter in the mail telling me of the banks decision. I told her that I had never received such a letter. I know I should have changed banks after all of this, but I had all my deposits and bill payments set up through Chase and it is so much trouble to change all of this. I have not heard anything else from Chase regarding this since I was denied reimbursement in XXXX. I thought banks were insured in the event of such happenings. If money is not safe in a bank, should I just bury it in my back yard?? As I said before, I was not a willing participant in this. Why would I help someone steal my money?? I would appreciate any assistance you might be able to give me in his matter. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation