Consumer complaint received 2023-03-28
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023 i was contacted by a XXXX number, when i answered the phone the caller said they were from chase calling about fraudulent activity on my account. I had just walked out of XXXX with my family when i got the phone call. they asked if i had my a charge for XXXX XXXX there and i said no, they then preceded to go over my other transactions for the day to verify them, most of them i was aware of as i had made them, but i told them i didnt do the one for XXXX they then asked if i had made some XXXX transactions one to a man named XXXX and XXXX to XXXX , i told them i didnt know anyone named XXXX, but XXXX i did know, they said there was two transactions in the amount of XXXX XXXX each, i told them i didnt authorize or do those. they had said the money was sent to a XXXX XXXX account and if i had any affiliation with them, i told them no. how could i get my money back and how this happen. they told me i could contact XXXX and have him send the money back so while on the phone with them i texted XXXX he said he did receive the money and that he would send it back, during this the chase agent said that they were sending me one time codes and for me to read the number back and since im doing more then one thing at a time and i think im talking to a trusted agent i gave them the code, never my account number or username or password. they tell me to make sure that uses the phone number to send it back and in the meantime she was going to speak to her supervisor. XXXX sends the money back using my phone number, he then sends me a screenshot. the phone number was mine but the name attached belong to someone name XXXX which the lady on the phone said is was her supervisor and had to be transferred this way since the money went through this other bank XXXX XXXX XXXX XXXX. before hanging up i asked when the money would be put back into my account and what else would be done. she said give it about 5 minutes and that charges would be pressed on XXXX as he was being deemed the scammer. i check my account an hour later and no money. so i called chase and they told me they didnt see any fraud or any records of them contacting me. come to find out XXXX was not the scammer the person that called with a chase number spoofed the call and pretended to be for chase fraud department. at that point i open my first claim with chase on the two XXXX XXXX transaction sent to XXXX through XXXX. any time i called chase to ask about my claim or to add any additional info i was given multiple claims which caused confusion. i also was never asked if i had anything to provide to the claim or investigation until chase told me that my claim was denied due to me being the one who authorized the transaction. i told them i had plenty of proof to say otherwise. they told me to fax them what i had to reopen the claim and they further investigate. i was told it would take 24-48 business hours for them to get my fax, i just found out today that my claim was yet again denied, that they still believed i had something to do with the transactions. i provided them with screen shots of the phone call the number came from text messages emails and a visual voicemail from XXXX XXXX trying to reach XXXX the supposed supervisor of the scammer about activity on her XXXX XXXX account. i also showed them where the hacker added there device a XXXX XXXX to my account to added there device to my phone number. chase did nothing to trace the phone or nothing about contact XXXX XXXX XXXX XXXX about there involvement with this case

Company response to consumer: Closed with explanation