Consumer complaint received 2022-08-13
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I received a text about fraudulent activity on Amazon account, on XX/XX/22 I did not open the text about XXXX that afternoon I searched online for customer service for Amazon call that number. I gave them my name and told them I received a text about fraudulent activity on my Amazon account. The gentleman replied And told me that they needed to block the activities that were coming out of Ohio and West Virginia he was going to forward me too the department that would handle that. gentlemen got on the phone and gave me his last name as XXXX and proceeded to explain that they would be blocking the activities He explained that he was going to give me a code that would take care of it, he told me to go to XXXX and XXXX this code XXXX, and then he proceeded to ask about another account which had nothing to do with Amazon so I question that and realized the issue he hung up, I flipped to my bank account and my account was short {$1900.00}, I rushed to the bank which took like four minutes because its right down the street went to the banker, It took him like 15 minutes before he even called the fraud department because he was trying to explain to me that I just sent money and it was to late, so by the time he called the fraud department it was almost closing time so he let me know that they were going to close so take this number and call the fraud department from home at that point I rushed home called the fraud department they basically went threw the motions the minute I explain the situation they jumped on well you sent money and I explain to them again money was not sent, l was told to punch in a code. what alerted me is when he question about my other account so it appeared to me that they could see what was on my screen I also let the fraud department for Chase know all that informal accrued, I did contact the XXXX Police Department they filed a report. The next day I got my branch manager of Chase involved she filed a formal complaint I received a phone call from a Chase investigator and basically she said theres not much she could do other than to send it back to the fraud department to have them re review and the claim. At that point we talked back-and-forth told her my disapproval of how theyre handling this whole matter and I did announce to them about the CFPV and she replied I dont really know much about that I asked her can you put it into what youre typing in she goes well I dont really think I can do that. The following day I went back to Chase talk to the branch manager she gave me a different phone number to call I called, I spoke to someone called XXXX. She proceeded to talk with and had me explain about what had happened we went over all the incidents everything that Ive done and the conversations I had with all the individuals I talk to and different departments. let her know about the police department Report. She told me that she was the executive department that handles issues that customers have and problems gave me a case number and told me that anytime, I can give them a call or they would notify me as things move along I have been very distraught since this has happened I was completely frauded believing that phone number and the people I talk to you were Amazon and I really believe that Chase fraud department is ignoring the issue of the actual incidentwould not even acknowledge theCFPXXXX

Company response to consumer: Closed with explanation