Consumer complaint received 2022-03-07
Company: JPMORGAN CHASE & CO.
State: LA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XXXX XXXX CST XX/XX/24 RCVD TEX MESSAGE STATING " Chase bank Fraud Prevent : Did you attempt a purchase of {$270.00} ( declined ) at XXXX XXXX XXXX Reply : Yes Or No. I responded with NO. XXXX XXXX  CST Rcvd automated call from what appeared to be Chase Bank. Reporting my account had been hacked and asked me to press " 1 '' to speak to a live operator. So I did. Someone going by the name of XXXX XXXX XXXX XXXX XXXX came on the line. He gave me his ID # & stated he was apart of Chase Fraud Dept. When I looked at my caller ID the XXXX was the same number that is on the back on my debit card. He then asked me to verify the last 5 purchases. He called out several purchases none of which had been made by me. He then proceeded to tell me that someone had hacked our account and it showed on his end {$5000.00} had already been transferred out and another {$5000.00} was showing pending. Then he had me login to my account and XXXX myself {$5000.00} to " stop '' the fraud transfer. He said it would take their system 24-48 hrs to update. And that he would call me back to ensure that all unauthorized transferred had been reversed. After we hung up I was so upset & felt so uneasy about the entire situation. I checked my email to see if Chase had sent me an email regarding the entire incident and see if I had case number because I realized after we hung up I didn't get a claim # or case #. Only to find that XXXX XXXX had sent me an email stating that they had received a XXXX payment for {$5000.00} from by business account to my XXXX XXXX account. I haven't had an account with XXXX XXXX in over 11 years! I immediately called XXXX XXXX explained to them what had just happened. They informed me that " XXXX '' was a fraudsters. And they already had experienced multiple customers reporting this same XXXX scam. The said the account showed it had over {$7100.00} in it. The representative said she was closing the account immediately, she gave me a case number # XXXX. The representative then advised me to contact Chase, give Chase the XXXX XXXX claim # and then Chase would contact XXXX XXXX together they would see to it that my {$5000.00} was returned to me. I then contact Chase explained to them what happened. They said they would investigate and grant me a temporary credit. I then contacted XXXX directly. The representative at XXXX gave me a case number said they would reach out to Chase and said that technically I shouldn't/could n't contact them directly because I used XXXX through my Chase account. And that they only work directly with the customer if the customer uses the XXXX app directly. Chase did their so-called investigation, removed the temporary credit & stated that XXXX XXXX had been unresponsive, that they didn't provide protection for XXXX payments and basically I was just out of luck! I demanded they re-open the case and I faxed them the letter XXXX XXXX had sent, the text message I received from the fraudster, call log, emails I received from XXXX XXXX, and my complaint I made with the FBI. They reopened the case but refused to return the credit. Then on XX/XX/XXXX they re-closed the case & stated no further action would be taken. I also filed a complaint with my State Attorney General.

Company response to consumer: Closed with explanation