Consumer complaint received 2021-10-07
Company: JPMORGAN CHASE & CO.
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
First thing in the morning as I was just waking up on XX/XX/XXXX I got an official looking text from " Chase Fraud Prevention '' telling me some suspicious activity had been identified and that a fraud prevention specialist would be calling. I've received such messages before and I have had my Chase account hacked through XXXX before so this felt familiar and seemed legitimate. The " agent '' called shortly after and began to walk me through steps to protect my money, and said there were several attempts to get larger sums of money from my account via XXXX transactions. This did happen to me previously so again, it seemed totally plausible. They were not legitimate so I walked through the process with him. He spoke very professionally and calmly and did not raise my suspicion. He asked me to move my money in order to protect it, by having me look for myself in my XXXX and I found myself so that seemed to make sense but was starting to seem odd. He had me move the entire balance of XXXX ostensibly to myself. I noticed another name under my name just as I hit send and realized in that moment he had scammed me. 

Follow up : I immediately called Chase Bank to report it and ask them to intercept the transaction. It took me two hours and several attempts to get through to someone live at Chase. When I did I was speaking to someone on the other side of the world through a horrible connection. It was so unprofessional and incredibly frustrating. When I finally got someone on the phone, I filed a fraud report and was told it would be resolved within 10 days. The last time a fraud happened the money was returned and I assumed it would be again. They told me to report it to XXXX as well. 

I called XXXX and also had a hard time getting someone live on the phone. They were however much more professional when I did. I was told that money is like cash through XXXX and once it's out of hand it's gone. I asked them to look at the account it went to and they claimed they had no way to look at the account and that there was no account under my email address. There is a number attached to the transaction and that's all I have : XXXX. I believe that the scammer opened an account, got me to give them a security code that came from an official looking email, had me send the money there, which went into their account, and then immediately closed the XXXX account. For XXXX to say they have absolutely no record of this is LUDICROUS. These scams ( now I have realized ) have been going on for a long time and it is not acceptable that XXXX has not worked to figure out a way to hold money for 24 hours, or some way to protect consumers with the banks. They take no responsibility whatsoever and seem to think they don't have to even track transactions and where they go. This is criminal. Of course these scammers continue to get people. It should also be an alarm for a bank if suddenly, after normal activity, every XXXX is emptied from an account. 

I didn't hear from Chase so finally called after two weeks and I was informed that no fraud happened and I would not get the money back. They said the claim was closed. 

I wanted to know why this person knew my personal info, like my email address, my phone number and that I had a Chase account. Today ( XX/XX/XXXX ) less than two months later I have several more fraudulent purchases on my Chase account that I called to report after going into a branch and asking that the fees be reversed, which put the account in the red since there is no money in it now. They almost laughed at me for claiming this was a fraud and seemed to know nothing of the long history Chase has of scams and frauds -- and didn't care.

I came home to call Chase once again, was hung up on, not able to get through to a person again, had a poor connection. Truly horrible customer service. When I spoke to someone he took a new report of the new fraudulent transactions ( 5 of them on XXXX, XXXX, and XXXX ) and then he transferred me to the Chase Online Team to inquire about the previous {$3400.00} that had not been recovered. All of these transactions are with companies I don't do business with including XXXX XXXX XXXX. I waited over an hour to talk to someone and after he put me on hold to go find out what happened, I was hung up on again with no answers. I am exhausted from this and the amount of wasted time trying to just have and complete a conversation is not time I have to waste. 

Seeing that I have had only fraud on my account for the last two months because I have not used the account at all, tells me there is a security breach. I have my debit card. I do not carry it most of the time because this account is for a special project and we spend money infrequently via a debit card. This breach is on their end. 

Not only do both Chase and XXXX  take no responsibility for these scams, it is very difficult to actually talk to someone at Chase because of their horrible technology, long wait times, and common practice of hanging up on people and then not calling us back. This needs to be resolved. They need to put things in place to protect their customers whether that is a waiting period before moving money, a way to confirm where it is going or something that is not so immediate and so mysterious that nothing can be tracked or taken back, even seconds later. Both Chase and XXXX have some responsibility here. I know that I was scammed and unknowingly opened myself up to fraud. And that there is absolutely no recourse is truly criminal. Please make these big banks and XXXX create new measures to protect consumers. I think we can all manage a short 24 or 48-hour waiting period if it means protecting our money.

Company response to consumer: Closed with monetary relief