Consumer complaint received 2023-06-12
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
When my cellphone rang, the caller ID said Chase. The caller said she was a Chase rep alerting me that a fake checking account had been opened in my name. She had all my information. She closed the account but needed to cancel 2 pending XXXX transactions. She transferred my call to another Chase rep after she gave me the deactivation code for the XXXX cancellations. The male Chase rep walked me through the process, which I was becoming skeptical of. He told me the recipient was " Cancel XXXX. '' I needed to add the deactivation code to the amount box and change the dash in the code to a decimal point to Cancel XXXX. I said, " This is going to look like a payment. How do I know you aren't scamming me? '' He said this is the only way XXXX will accept this deactivation. It was for {$490.00} and the fake Chase rep asked me to press SEND. When I did, nothing happened. The fake Chase rep then asked me if I had pressed SEND because it didn't go through. I said, " Yes. '' He told me to hold on so he could check. That's when I hung up on him and called the XXXX Fraud line. A recording came on that told me to call the number on the back of my Debit card. I quickly hung up and did just that. A guy named XXXX answered. I told him I'm in the midst of being scammed and asked for his help. He looked at my account and said, " The fraud was caught. That Cancel XXXX sent up a red flag and Chase caught it. That transaction has been suspended due to fraud. '' I said that it still says " Pending Review '' on my side. He told me not to worry because it was already caught as fraud before I called to report the fraud and it was never going through. I thanked him and asked him to remove the " Cancel XXXX '' as a recipient so I didn't have to see it when I logged on. He did that in seconds. My handyman was with me for all conversations and an hour later I paid him through XXXX. The fraud transaction still came up on my screen as " Pending Review. '' Sometime the next day I logged onto my account and saw that the suspended transaction had gone through. I immediately called the number on the back of my Debit card. XXXX from Chase said she wasn't sure it had actually gone through. She put me on hold to investigate. When she returned she told me that the suspended transaction did somehow go through. I asked, " How that could be when I was assured it would never go through? '' She tried to find out but never really disclosed to me how or why a fraudulent, suspended transaction went through on my account. XXXX said I would be credited {$490.00} because it was a suspended transaction and that the credit could take up to 10 days. A day or so later, the Chase Claims department sent an electronic letter saying they denied the {$490.00} credit and that I should call them to find out why. When I called, I was told they had no recording of my ever calling Chase to report fraud and that they could find no XXXX who worked at Chase. I asked if I was being called a liar. I told them they were incompetent and that doesn't make this story any better because I don't want to bank at a place that can't find my recording or that doesn't acknowledge that I reported fraud. I asked for the call to be escalated again. XXXX in the Claims department told me I called the wrong number. He said I shouldn't have called the number on the back of my Debit card. I needed to call the Claims department. I said I never felt the XXXX payment was completed because they didn't send me a code like they did when I paid my handyman. He said they don't always do that. He said that since I pressed SEND, I had to pay. I said something like, " But it wasn't completed. It was suspended for fraud! There was no transaction. There was never supposed to be a transaction. Why did someone process a suspended transaction? '' He had no answer for me that I recall. I asked if this was it and we were done. He said, " Yes. '' I went to my branch on XX/XX/XXXX and told a very nice rep, XXXX, this whole horrible story. He emailed someone to escalate and investigate this. Someone called me on XX/XX/XXXX to do research on this but said it is difficult to overturn these things. I am still waiting to hear back from her but feel this story is outrageous enough that it needs to be shared. Thank you.

Company response to consumer: Closed with explanation