Consumer complaint received 2023-02-20
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On the date of XX/XX/XXXX I received a fraudulent phone call that was coming directly from the CHASE Bank fraud department. It was a person who claimed to be a worker from CHASE Bank 's fraud department stating that there was an unauthorized wire attempt taking place on my bank account, at the moment I was caught off guard and working so I took the call very serious since CHASE makes phone calls when there is fraudulent activity taking place in my account, however, in my case the person who was claiming to be a CHASE Bank representative over the phone was saying that in order for me to stop this transfer I had to walk into a branch or they would be able to reverse the transaction for me. ( May I emphasize that this phone call was coming directly from CHASE Bank 's fraud department 's number ). So I took the initiative to drive over to my nearest CHASE Bank branch while on the phone with this person who was claiming to be a CHASE Bank representative ; upon arrival to the CHASE Bank I walked in and was attended by a banker immediately, I explained everything that was going on while showing him that I was on the phone with a CHASE Bank fraud department rep and he confirmed that the phone number was accurate and that it was indeed a CHASE fraud department representative. The banker advised that I should follow the instructions given by the person over the phone which required them to wire the funds I had on my account onto a different account which sounded very sketchy to me at first but since I was already trusting the call was a real call from CHASE Bank then I proceeded to give the okay for the " CHASE Bank rep '' to proceed with the procedure in order to prevent the illegal wire from taking place ( once again placing my trust in a CHASE Bank Representative inside a branch ). When the person on the phone completes the transaction, the banker tries to get information from the person who was claiming to be the fraud department 's rep but the call was immediately ended and my funds removed completely from my account leaving my account wiped out completely. A total of {$7700.00} was taken from my account and that was everything I had, all of my hard work savings, everything I had to was completely taken from me and now CHASE Bank is not doing anything to help me get my funds back. I filed a police report and opened a claim with CHASE but they have denied my claim because they say that it was a transaction that was done willingly when it was fraudulent. I had never wired money to anyone before and to make matters worse, CHASE Bank is telling me I had to deal with this on my own through secure messaging on their CHASE Bank application because they no longer have a wire fraud department that can assist me with my situation, I have been a CHASE Bank client for 6 years now and I've never gone through something like this. I always had my upmost trust in this bank and I have been let down like this. I recently lost my wife to XXXX XXXX back in XXXX of XXXX and I am left with my XXXX XXXX XXXX son to fend for, now this happens and it has backed up everything completely. I've had to postpone my mortgage payments and all my other bills, this is a very sad situation for me and I am desperately asking for your help because I have no idea what else to do, I feel as if CHASE Bank has fault in this situation also and they are not doing anything to help me obtain my funds back. They have advised me to take matters in my own hands and reach out to the bank ( XXXX  XXXX XXXX ) where my money was sent to in order to try and obtain my funds back which is very unprofessional on their behalf. please help me find a solution to this matter, this is a cry for help at this point, I feel defeated and I believe I deserve justice.

Company response to consumer: Closed with explanation