Consumer complaint received 2022-02-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I am a customer at Chase Bank, and I am a victim of a XXXX XXXX transfer Fraud, and I was swindled out of {$2000.00}. 

On XX/XX/2022, I received a phone call from a Chase phone number from someone by the name of XXXX who was apparently posing as a Chase employee, and who'd gained access to my online account by hacking Chase and my phone. He said that he was calling due to some suspicious activity on my chase debit card which someone attempted to make purchases on in XXXX, WI, but they were stopped by Chases pre-fraud department. 
He told me the places where the alleged fraudster was trying to make purchases, i.e., XXXX XXXX, XXXX, and XXXX. He proceeded to look at my online account, and he was verifying and confirming the transactions he saw were actually mine. As he viewed my account, he pointed out a few of the transactions that had been charged to my account, and asked, Did you make the following transactions that I see on your online account? I verified each transaction as we viewed them together, and I confirmed that I had made the transactions that appeared on my account. 
After we had gone through the transactions, he then asked had I set up a XXXX profile outside of Chase, and I told him no, I had not set up a profile for XXXX. He went on to say that someone had set up a XXXX profile under the name of XXXX using my account to send money in the amount of {$2000.00} dollars to a XXXX XXXX, and that the transfer would be taking place the next day. Again, I told him that I knew nothing of this transaction. He assured me that this was a suspicious attempt to take money, and to stop it, I would have to reverse it back to my account by adding myself as a recipient. I was sent a code to enter and followed his instructions on how to get the money sent back to myself, but obviously, the money was not going back to my account, but to someone elses. 
Once the transaction had been completed, the imposter Chase representative hung up the phone. I thought that wed gotten disconnected, and I called the same number he had called me from, a ( Chase Bank ) phone number, and I told the Chase representative that Id just spoken to another representative from Chase informing me that there was some suspicious activity on my account, and I explained to her what the chase representative had instructed me to do to get my money back into my account, but wed gotten disconnected. Immediately, the Chase representative told me that it was a scam, and that Chase would never ask a customer to reverse money back to themselves. At the time, I was not aware of this fact. Had I been, I would have hung up the phone. I had no indication or suspicion that this was not a legitimate person I was speaking to since he had access to my online account. The Chase representative told me I would need to file a claim, but there was not a guarantee that Id recover my money, because Chase does not have recovery rights from XXXX. In which I asserted that this situation was different and that it was a fraud, and it should be an exception because I had no reason to believe that the person I was talking to was not legitimate since he had access to my account, and he'd called me from a Chase phone number. 
After filing the claim, I never heard back regarding the status of the claim or investigation, and I continued to call with no resolution, but a lot of frustration. I finally talked to a Chase representative who told me to go into the bank and ask a branch manager to re-file the claim as a duplicate, and that might help, and to file a police report. After several attempts to speak with a branch manager, I finally spoke with a Branch Manager, and I explained the situation, and she re-filed the claim and said someone would be contacting me within seven business days. On XX/XX/2022 someone finally called me back, but unfortunately, it was to say that my claim had been closed and that there would be no recovery of my money because they had no recovery rights. Again, I told him that this is a different situation because I did not authorize this payment and that it was a fraud case, and it should be investigated further, but he maintained that there was nothing Chase could do. 
Chase has not been very cooperative throughout this ordeal. The representatives that I have spoken to have been nonchalant and unconcerned. Ive been told by some of the Chase reps that quote : Thats what they are doing out here now, or they are really clever these days, but that was not what I wanted to hear, and it certainly wasnt reassuring that they value their customers financial security. I also pleaded with Chase to stop the transaction while it was in the pending status, but I was told that they could not do that, and the fraud department was the only one who could do it, and I would have to call them back the next day since the department was already closed. I pleaded with them to stop it now because the next day would be too late because then it would have gone through already. I can't believe that they could not stop the transaction, especially after I told them it was a fraud. 
I have pleaded with Chase bank to no avail, which leaves me no recourse to recover my money at all, and based on the interactions and attitudes I have encountered, I dont feel confident that they have gone the distance to investigate the fraud that I experienced in order to recover my money. 
After being turned down by Chase to get my money back, I have done some research on the web, and I found out that this is an ongoing scam across all banks or financial institutions, and other banks have restored customers their money back. According to Regulation E, under the Consumer Financial Protection Board, consumers are protected from unauthorized EFTs ( Electronic Funds Transfers ), and banks are obligated to return victims ' money back to them in cases of fraud such as mine after an investigation and in a certain time frame. It has been a month, and nothing has been done. 
I honestly don't know what else to do or who else to contact regarding this issue, and I would very much appreciate it if I could get the {$2000.00} returned to me that was taken. As a consumer, I am hopeful that Regulation E will provide protection in this matter. I am praying that perhaps you could give me a suggestion as to what further steps I can take to recover my money back from Chase bank. 
Thank you

Company response to consumer: Closed with explanation