Consumer complaint received 2022-03-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
Fraudulent/Unauthorized Wire Transfer On XX/XX/XXXX, at XXXX PM, I received the following text message from XXXX with the following message : Dear User, Your Order # XXXX for XXXX OLED XXXX is confirmed, You will be charged {$1400.00} from your account. Call XXXX support on XXXX to cancel. 

I then contact the above number and spoke with a representative, that I believed to be from XXXX and informed the representative that I did not purchase a television from XXXX. The representative informed me that he could stop the transfer for me and offered to help me. The representative told me to download an app ( Any Desk ) on my phone so that he could prevent the transfer. The representative told me that I did not have anything to worry about and that the transaction was cancelled. I did not realize that he could access my bank account through this app and did not know that a wire transfer could be made from my account through the app. I did not authorize any transfer and thought that he was stopping the fraudulent purchase from XXXX. I even heard noises in the background that sounded like other representatives talking to individuals. 

On XX/XX/XXXX, I received a call from my bank, Chase and the representative asked me if I made a {$25000.00} online domestic wire transfer via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I informed my bank that I did not make any wire transfers. Once I learned of this transaction, I looked at my bank account and noticed {$490.00} and {$12000.00} transactions that I did not authorize. I told the representative from Chase that there were two other transactions that I did not authorize and asked her to freeze all my accounts and cards. Chase stated that they would file a report and investigate the unauthorized charges. The representative from Chase also told me that a Identity Theft Declaration of Claimant Form would be mailed to me, or that I could go to Chase and get the form and send it directly to the claims department. 

On XX/XX/XXXX, I immediately went to Chase Bank in XXXX XXXX, Ca. and spoke with XXXX XXXX about the unauthorized transactions. XXXX explained the process to me, helped me complete the forms and faxed them for me to XXXX. I did not receive anything after the claim was filed with the claims department at Chase. I returned to Chase on XX/XX/XXXX and spoke with XXXX and let him know that the {$490.00} was credited back to my account, but the {$12000.00} transaction still had not been credited to my account. XXXX contacted the claims department for me and was told that the claim was closed because more information was needed from me. Several days after I spoke with XXXX, I received a letter on XX/XX/XXXX from Chase requesting additional information and I again completed the claims form on XX/XX/XXXX and again faxed the form to XXXX. 

Once again, I did not receive any information from Chase regarding my claim. I called the claims department and asked about the status of my claim. I was told that my claim was denied and there was nothing else Chase can do for me. My mother and I contacted the claims department together later that day and the representative told us that the claim was not fraudulent. I asked the representative why didnt I receive a notification from them regarding my claim? The representative told me, they do not send letters and it is up to me to call and check on my claim. I asked, what is my next course of action is for this claim because I dont understand why the {$490.00} claim and the {$25000.00} claim were returned to me, but the {$12000.00} that was also unauthorized was not returned to me? The representative told me that she can not tell me what else to do or give me any advice. 

I again, went to Chase bank and spoke with XXXX XXXX and he contacted the claims department for me. The claims department informed him that I needed to file a claim with the wire fraud department. As of today ( XX/XX/XXXX ), the {$12000.00} has not been credited to my account and I have not received any notification from Chase as to why my funds have not been returned. I did not authorize anyone to take funds out of my account. I am asking for your help in this matter.

Company response to consumer: Closed with explanation