Consumer complaint received 2023-01-23
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On the morning of XX/XX/2022, I was notified on my phone that I had several unauthorized XXXX charges for {$1300.00} each, all for an XXXX XXXX Purple that I did not order. When I called XXXX XXXX XXXX and explained why I was calling, I was escalated to a senior manager named " XXXX. '' XXXX said that most of the unauthorized charges were blocked, but that one charge for {$1300.00} got through. XXXX said XXXX was having trouble with hackers and that he needed to block them. He asked me to sign into my XXXX account and then allow him to take control of my computer so that he could install security software to block the hackers. 
Then I see a blue screen that says, " Software Updated, Please Wait '' and I can't see anything else. XXXX assures me that he is blocking the hackers and that the software will take some time. Then I get my screen back and I see a window with a prompt that says, " CHASE BANK CHECKING ACCOUNT XXXX '' which are the last XXXX digits of the Chase Checking account associated with my XXXX account XXXX Below this I see the continuation of the prompt that says, " AMOUNT : '' and I am told by XXXX to enter {$1300.00} to be reimbursed for the unauthorized charge that got through. He specifically says for me to enter " Dollar sign, XXXX, XXXX, XXXX, XXXX, XXXX '' which I do exactly as he says. 
What returns is a statement that says, " {$41000.00} HAS BEEN DEPOSITED IN CHECKING ACCOUNT NUMBERXXXX. " At this XXXX says, " Oh no! The dollar sign must have been interpreted on your keyboard as a 4, since they are both on the same key. Oh no! I'm going to lost my job over this! This will take weeks and weeks to resolve and XXXX may even take legal action against you and me! '' He asked me to login to my Chase account and see for myself that a deposit for {$41000.00} was just made to my Chase Checking account number ending in XXXX. I did and sure enough, {$41000.00} had just been deposited into my checking XXXX.I told him that I appreciated him trying to reimburse the {$1300.00} unauthorized charge and asked what was the process to return the excess reimbursement. He said the easiest and fastest way to resolve the issue was for me to send a wire transfer. He said that he would text me the information required for the wire transfer and that I was to transfer {$39000.00} since there will likely be bank fees. 
From mobile number XXXX he sends me : Recipient Name : XXXX XXXX XXXX Account Number XXXXBank name XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX went to the Chase Bank branch at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX and processed the wire transfer for {$39000.00} from my Chase Checking account number ending in XXXX asked me to take a photo of the receipt and text it to him, which I did. He assured me that the matter was resolved, but to leave my computer on, not do any financial transactions with it, and we would speak again at XXXX XXXX the next morning, XX/XX/. 
When we spoke the next morning, XXXX was agitated and said, " It happened again! This time it must have been a problem with our ( XXXX 's ) system. '' XXXX said that he is certainly going to get into trouble and that I needed to immediately get to the bank to do another wire transfer. This time, for {$39000.00} because of fees and he wanted to leave some extra money in my account as compensation for my inconvenience. Again, XXXX released my computer screen and asked me to login to my Chase account. I saw that a second deposit of {$41000.00} had been made to my Chase Checking XXXX account. Therefore, I went to the same Chase Bank branch and processed a second wire transfer, this time for {$39000.00} to : Recipient Name : XXXX XXXX Account NumberXXXXBank name : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Recipient Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX said that we would have to speak again the following morning to make sure each of our accounts had the proper amount of money and that the security software to block the hackers was finished. When it was time for us to speak on XX/XX/XXXX XXXX put me off saying he was in urgent meetings. I told him that I was trusting him and XXXX repeatedly assured me to trust him. The multiple delays and my anxiety gave me time and motivation to turn-off my computer to interrupt the " hacker security software '' and then restart my computer. 
Once restarted, I logged into my Chase account and saw account balances for 1 Savings and 3 Checking accounts that looked odd. I could see 5 unauthorized transfers between Chase Savings XXXX, Chase Checking XXXX, Chase Checking XXXX, and Chase Checking XXXX.It seems that XXXX ( without my authorization ) transferred {$41000.00} from Chase Savings XXXX to Chase Checking XXXX for me to see that a new deposit of {$41000.00} had been made to the Chase Checking account associated with my XXXX account XXXX This was the first " over reimbursement '' for which I was instructed to make a {$39000.00} wire transfer. Then, because Chase Savings XXXX did not have enough balance to make another {$41000.00} transfer into Chase Checking XXXX, XXXX ( without my authorization ) transferred {$18000.00} from Chase Checking XXXX and {$6000.00} from Chase Checking XXXX into Chase Checking XXXX. This was the second " over reimbursement '' for which I was instructed to make a second wire transfer of {$39000.00}. In total, {$79000.00} was wire transferred from Chase Checking XXXX to banks in XXXX XXXX. 
My wife and I immediately went to Chase at XXXX XXXX on XX/XX/2022 to start an investigation from their side and to stop the wire transfers. While at Chase bank, I checked my XXXX account and saw that it had been reduced from nearly {$1300.00} to {$7.00}. When I confronted XXXX via text at XXXX he said, " Just file a case with your bank... You will get each and every penny. Both the amount have not been cleared with XXXX XXXXXXXX XXXX. You can do a swift recall and you will get your money back. Just tell your bank to do a swift recall. '' I told him that my XXXX XXXX XXXX XXXX account had also been wiped-out. XXXX did not respond. I asked him to reject both wire transfers. XXXX did not respond. 
XXXX XXXX number XXXX documenting unauthorized withdrawal of {$1200.00} on XX/XX/2022. At XXXX XXXX my XXXX balance was {$1200.00} and at XXXX XXXX is was {$7.00} ( unauthorized withdrawal of {$1200.00} ).

Company response to consumer: Closed with explanation