Consumer complaint received 2023-01-11
Company: JPMORGAN CHASE & CO.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
on XX/XX/22 I received a text message from Chase of a potential fraud charge on my business debit card, so I checked my bank account and sure enough there was a charge from a XXXX XXXX XXXX, FL ( I live in XXXX  ) so I responded " No '' because it asked if it was me. I immediately got a call from a person that claimed to be with XXXX XXXX XXXX XXXX. I checked the number and it matched the number on the back of my card, so I felt like I was on the phone with Chase. They verified my account and as he was trying to cancel the fraud purchase he said that they tried to wire {$24000.00} out of my account and in order to stop it, we had to duplicate it. Once again, since the number matched the back of my card, I felt like I was doing what the bank was telling me to do. As soon I did what the person asked, I immediately felt something telling me it was fraud, so I hung up and immediately called XXXX to do a swift recall on the wire transfer. They told me it would take 3-5 business days to complete. In the meantime, they were able to take reimburse me for the fraudulent charge at XXXX XXXX XXXX I figured they would have an easy time to get the recall done as well. After XXXX business days, I had heard nothing in regards to my claim, so I went to XXXX and XXXX told me that they didn't have an update and to check back in XXXX business days. This happen 3 times before finally the manager at the local branch told me that my claim was denied. I then filed a complaint with CHase in order for them to reimburse me because it was a fraud charge, followed by a phone call from the number on the back of my card, so I feel as though they should be responsible for this kind of fraud. It wasn't like I was trying to transfer money to a XXXX prince, but literally doing what I felt like the bank was telling me to do. This claim also got denied. So, all my savings in my account got taken from me and XXXX just continues to turn a XXXX eye to the situation. I have no money to feed my kids, pay rent, pay bills, pay credit cards. My credit cards with XXXX are racking up late fees and continuing to tank my XXXX XXXX and they aren't even willing to give me grace on the late fees. I don't understand what XXXX XXXX is in having a bank keep hold of your money if they aren't going to do a better job of protecting it. I am completely devastated and not sure how I am supposed to rebuild what was wrongfully taken from me and XXXX seems to not care. I have been with XXXX for over 15 years and I have never needed them to protect me until now and they just don't care. I have filed a complaint with local news outlets, FBI cyber, etc. I have not received any communication other than " Sorry ''. Please help me get my money back or at least some kind of reimbursement for XXXX not doing a better job of protecting my money. I have never made a wire transfer, so to me, the bank should have froze the wire considering it was in the amount of my whole savings account. Banks are well aware of this type of fraud and for them to have better protection is ruining lives. They need to be held accountable.

Company response to consumer: Closed with explanation