Consumer complaint received 2023-03-25
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
A phone call was received from a representative from the fraud department on XX/XX/23. The number that called me was the same number listed in the back of my " trusted '' debit card, XXXX ( XXXX ) XXXX. The representative ( scammer ) advised that there were two wires scheduled to the amount of {$6500.00} each and proceed to confirm if I authorized these wires, I replied no, that I never authorized these wires. He expressed his concerns and proceeded to ask if I provided my online information, bank info or routing number to anyone. I replied no, no one has my information. He then proceeded to act concerned and expressed that there is obvious fraudulent activity on the account. To verify me as a client, he sent a code to my phone with an OTP code, just like Chase typically does with activity like this. He asked if I knew anyone name XXXX XXXX I replied no, I had no relation with anyone with that name and he proceeded to explain this person was trying to wire that amount to her XXXX  XXXX XXXX account. He assured me that this will be taken care of and that my account was obviously compromised, and that for someone to make that type of request, my routing number and account number may have been compromised. He then placed me on hold as he spoke to a " Manager '' who was going to be the only one able to make this reverse and cancel that wire. The " manager 's '' name was XXXX XXXX. Then instructed me to move my funds over to one account, so that they can issue a new account. Then proceeded to walk me how to " stop '' this fraudulent activity and set up the wire and advised that the money will not leave the account, but it was a necessary step to stop the fraud and get my account secured again and reverse the pending wire requests of {$6500.00}. The person I spoke with was very patient, apologetic and the situation was very believable especially since the call I received was from a " trusted '' customer service number. I was in a state of panic as the funds in my account is all I have and being told that there was fraudulent activity was very scary. The representative also advised that a new debit card was issued and even confirmed my mailing address to me. The representative then advised that I will be contacted shortly for a follow up on the fraudulent activity. Once I realized that I did not receive a call back, I immediately contacted the same number that called me at XXXX where I was connected with a rep who had no idea what I was talking about and that's when I confirmed that I was scammed. The phone call with the scammer was from XXXX central time and it lasted for 1hr and 14 minutes. The actual wire transaction was placed towards the end of the call for a total of {$14000.00}. I explained to the representative that I was scammed and needed to speak to someone who can help me get my money back. At this point, I was NOT confident that I was speaking to an actual rep, as I called the same number that called prior. By XXXX central time, was transferred a few times before I was able to speak to a rep who placed a recall on the wire and connected me to a rep who filed a claim for me and advised me to go to my local branch and file an Identity Theft package. The representative at the branch had me fill out paperwork which he faxed over to the claims department. No further instructions were given, no further guidance was provided. All that was said was to sit and wait until XXXX XXXX XXXX replies to the recall which may take up to 3 business days and to not worry, but that there is no guarantee that my money will be returned. The next day, XX/XX/23 at XXXX central time, I called the claims department to see if there were any other follow-ups on the claim. They advised that all they do is file the claim and the wire department takes care of the rest. They had no further information or even access to the wire department as they explained that ever since covid the wire department no longer takes phone calls. They advised that this process might take 24-48 hours and the only way to contact them was through my Secure Message Center which had a turnaround time of 24 hours- I have still not received any correspondence through the secure message center and I sent two emails through there advising to stop the wire as it was a scam. This was a back and forth between departments that took 2 hours and 3 minutes. Multiple supervisors from every department were spoken to and none had any resolution or urgency to the matter. We asked one of the supervisors, XXXX, from the claims department to provide the number to corporate in which he advised that were is no number for corporate. After multiple conversations with different department, we were finally transferred over to a corporate representative who also filed another claim regarding the matter yet still had no resolution except to wait on the recall response. I could not stop stressing the fact that even though this was a wire conducted by me, I was under the impression that I was speaking to a trusted fraud representative as the number who called me and sent OTP notifications were all the same as the " trusted '' bank. The wire is already a red flag as I have never sent a wire, let alone a wire for the entire amount in my account. The fraud department advised that there was an alert sent to me, and that the code provided was entered which allowed the wire to go through. If such scam can disguise their phone number to reflect a trusted facility, it is very likely that message was bypassed. As a customer I felt dismissed and not heard and there should have been more done to confirm that the wire was fraudulent. I requested for my account to be restricted and placed on a fraud alert. I no longer have online access, but I obtain any necessary documentation needed and I can obtain any other information necessary.

Company response to consumer: Closed with explanation