Consumer complaint received 2022-09-06
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I received {$19000.00} via an ACH transaction on my Chase account by virtue of crypto dealings with someone I was in touch with on XXXX since last year. He said his team was sending me $ XXXX that I needed to wire to his associates digital wallet to buy XXXX. 

Suspicious of the sender name on the ACH ( XXXX XXXX ), I called Chase Bank to confirm the authenticity of the transaction. I told them the amount matched what I was expecting but I didnt recognize the sender so I was calling them to verify if everything was correct. They said yes and cleared the transaction in my account. Upon talking to Chase representative, I wired the money to XXXX as instructed by the person I was talking with on XXXX. In my Chase online login, Chase only provided the name of the sender and the amount so I had no meansto know that the funds cleared in my account were not intended to me. 

On XX/XX/XXXX, after I had wired the funds to XXXX, the same ACH transaction from XXXXXXXX XXXX  in the amountof {$19000.00} was debited from my account. I immediately called Chase and told them I didntauthorizethat debit and they told me my account was compromised and restricted it. On XX/XX/XXXX, the ACH debit had disappeared from my transactions on Chase App and the funds restored to my account. I called Chase again and they said the transaction didnt go through because I didnt have enough funds and I had nothing to worry about as the funds were back in my account. 

I was abroad and kept calling Chase everyday because they told me I could open a new account online and they would transfer the funds but I was unable to create a new account online so I couldnt access my funds as they promised. In early XXXX they closed my account and said they were mailing me a cashier 's check with my balance but were not sending the {$19000.00} from XXXXXXXX XXXX because that transaction was not intended to me but to a business called XXXX XXXX. They didn't give me any wayas a consumer to verify that the funds were intended to a different party. I told them I had wired that money to XXXXand they said sorry you got scammed, there is nothing we can help you with. 

They negligently cleared the transaction, provided misleading information on multiple phone calls and at the end sent the money back to the scammer knowing that I wired the money they cleared and got scammed. 

I rushed back to the United States and upon arriving at the branch, they opened a new account for me and said the funds from XXXXXXXX XXXX were in Chase possession. I filed multiple complaints with Chase as I had called them when I received the transaction and anyways they cleared it, theywere aware that I wired the moneybut decided to send the money back to the sender. I told them I'd be reporting their handling of this transaction that got me scammed and their decision to send the money back to the scammer to the FBI. On the same day, they restricted my new account and said they were terminating the relationship with me. 

They said they had an internal investigation open because I said I didn't recognize the sender on XX/XX/XXXX. But they cleared the funds anyways and onlyrealized the money was not indented to me at the end of XXXX after the sender tries to reverse the transaction? 

Its unacceptable they act in such negligence with no consequences. Id like to request enforcement action against Chase 's negligence as their improper handling was critical in this scam.

Company response to consumer: Closed with explanation