Consumer complaint received 2021-07-11
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I received a call from a person from chase fraud department. The individual said that 2 attempts were made on charges to my checking account but the bank had declined the transactions. He asked me to verify my name and sent me a push message that had some numbers on it via text I gave them the six digit number it wasnt related to any of my info. This person called in to me on the Chase XXXX phone number which is the same on the back of my debit card. I took a screenshot of this of my call log it shows 2 incoming calls and my outgoing call to that number to verify this call with chase file : XXXX the call I made to chase was over a hour they didnt answer there fraud extension for over 45 minutes so I couldnt verify this call .while I was on the call with the fraudster I asked him his name and employee number she gave me the name XXXX employee # XXXX. But it sounded like a male. She said someone was making a transfer on my account now from XXXX Florida sending out XXXX from my account she said she stopped it and would send the the money back to my account. I asked her what my account balance was she said XXXX dollars. Whatcha was about right I had checked my account earlier that morning .she said she sent the money back but would take time to appear on my account. I received a message with a chase bank logo on it saying XXXX XXXX was sent XXXX dollars she said she was going I told her to wait I am calling chase to verify this call she hung up. I was still on hold to chase finally after 45 min someone answered. I asked was this a valid caller they didnt answer me but transferred me to another department. This department didnt answer me but transferred me to another department witch told me I wouldnt have spoken to anyone from chase. They wouldnt call but I never accessed my account during the call and never sent a transfer. I then aced my account and saw XXXX dollars missing and a message saying XXXX XXXX was sent XXXX dollars. I had nothing to do with. I got messages from chase with their logos all over them I have the saved. I was told they would investigate this transaction and would get back to me within 10 days. I told them I didnt do this transaction and I needed my money back I need it for a move on the XXXX of XXXX they said too bad those are the rules. I have since gotten alerts on my chase credit card as well as my debit card for fraud on my account both cards were canceled and a replacement will be sent this week I called the fraud department handling my XXXX transaction and it took over a hour to get through I spoke to a supervisor named XXXX to notify then of other frauds on my account was still going on. She would look into it and try to get my money back ASAP then I got a aleart on a declined transfer on my atm card. I called this department online fraud they didnt want any info any of my cards thats a different group that that fraud had nothing to do with them I said its all related to my accounts with your bank he said didnt need additional info they were working on this and it would be at least 10 business days very rude. Extremely disheartening sins a month ago I had another XXXX dollar fraud on a transaction through XXXX on a XXXX add house rental they said they have no liabilities with a zelle transaction that I sent. They only covered fraud if someone got into my account and sent money without my permission which is exactly what happens here. And I am still being punished. I have recently been diagnosed with XXXX  XXXX and need my money for a place to live nearby the XXXX XXXX and I dont have the money to pay my deposit on the apartment. This Bank doesnt care for their coustomers they treat me as I am guilty. You cant reach there fraud lines of as long as a hour never shorter than 30 minutes then they transfer you all over the place telling several people the same story. Just this week I have spent over 8 hours on hold or disconnected after 3 hours its terrible service. I have been with Chase and before them Washington mutual before they bought them since XXXX such terrible service

Company response to consumer: Closed with monetary relief