Consumer complaint received 2023-11-01
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/2023 i was the victum of a phone scam/identity theft. i recieved a text about monies being withdrwan from my acct without authorization. the text came from Chase XXXX. I responded no to the text and then recieved a call from a individual identifing themselves from chase bank security. He explained there was suspicious activity with someone in California on an iphone and was online in my bank acct withdrawing funds. Before he could help lock the indidvidual out of the acct he needed to identify me as the acct holder. he then texted me a link on my phone for verification., before i did so i asked which acct are you referring too. he responded my business acct and asked to verify the debit card associated with the business acct through the link he sent. And i did so thinking this was a procedure from Chase Bank. After doing so he said he was going to reverse the transactions to return my money and said i would recieve a series of codes on my phone and to tell him the codes so he can return the funds. Before doing so he asked my permisson to SCAN my phone to make sure the fictious hacker did not have access to the phone. i enter a series of numbers and what i did not realize is he had call forwarded my number to his phone or computer so he can see what i was recieving and block any incoming calls and emails. He then proceeded to ask for the codes and he began to transfer monies from my business acct {$24000.00} over to my personal acct, he was able to do this becuase i had my business acct and my personal acct linked together. He then wire transferd out of my personal acct {$38000.00}. Before this happened i realized i was compromised when my wife, who was tring to call me to tell me to be aware of the scam becuase the individual had called her earlier but he must have said something to her differnt becuase she hung up on him, she showd up to my job becuase she was tring to call me and the individual answerd my phone as chase security. that is how we know he had taken over my phone. I hung up on the scammer but i had already given him the codes that he asked for, he was in my acct online and doing transactions with codes that were being texted by chase bank. At this point me and my wife called Chase bank and got in touch with the fraud dept to tell them to stop any and all tranactions as i had been compremised by the scammer. they confirmed my identtity and instead of immediatly locking the acct they began to to tell of tranactions that were trying to be done and we told them we did not authorize the trans actions please lock the acct at the very moment the scammer tranfeered {$38000.00} to a XXXX car world to an acct in XXXX XXXX XXXX. this happened while were on the phone with the chase bank fraud dept. Becuase they could not stop the tranactions they said we needed to file a calim which we did so, about 1 week later we recieved a letter from chase bank advising us they would not be reimbursing us becuse we either had authorizesd or benefited from the tranactions. We feel this is unfare as we were on the phone trying to stop all transactions and becuase of thier procedures they failed to lock the acct at our request to stop the transactions. I beleive i have a right to my monies back, I beleive Chase bank is viotling the XXXX Laws ans consumer laws by dening to reimburse my monies., on Last thimg the bank Claimes dept who refused to give us the monies back, said that as a courtesy to us they were asking XXXX XXXXXXXX XXXX to return the monires becuase it was obtained by fraud, they have to this date not gotten back to me as the XXXX XXXX XXXXXXXX response. and so the question is if they recognise it is fraud, why have they themselve not returned my monies. it does not make sense.

Company response to consumer: Closed with explanation