Consumer complaint received 2022-03-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
My name is XXXX XXXX. I've been banking with Chase bank for 12 years, since XXXX. 

On XX/XX/XXXX, XXXX, I got a text from XXXX ( XXXX ) XXXX about an unauthorized transaction from Chase Bank XXXX It said : JP MORGAN CHASE BANKING : Did you try to use your card ending in XXXX for {$240.00} at XXXX SMOKE XXXX XXXX XXXX XXXX ' on XXXX? Reply YES or NO. 

I replied No. Their response was : Glad that wasnt you! The transaction was declined, a representative may contact you momentarily. 

At XXXX, less than a minute later, they called me from the number XXXX ( XXXX ) XXXX, which is the customer service number on the back of my card. 

The person claiming to be a Chase representative called me and asked for my full name. They then confirmed my address with me. Afterwards, they said that they will issue a new card in the mail to that address in 3-5 business days. In the mean time, they said my card will still be usable, just with some limitations, like confirming my identity every time I use the card. 

They then said that there was another pending transaction of {$2000.00} on top of the {$240.00}, in Maryland, which hadn't showed up yet in my account because it was still processing. They said that if we act quickly, they can reroute the transfer back to my accounts using XXXX. 

They asked me to set up a new XXXX XXXX labeled under my own name, linking to the email XXXX, under the name XXXX. I asked them to confirm that they are Chase bank, and the person said that their employee ID was id XXXX, their name was XXXX XXXX. 

They told me that they understood my caution and told me to check that the caller ID was the same as the number on the back of my credit card. It was the same, and since I was told it was time sensitive and I was under pressure and a state of panic, I sent the amount {$2000.00} to the given email. 

Afterwards, they tried to stall me by saying they're still generating a case number, and that's when I started getting suspicious and hung up immediately and immediately after, at XXXX, I called Chase Bank to report the fraud for investigation, recovery of the money/refund and start a dispute. 

They told me that since XXXX is an independent entity, they can not reverse a charge and that needs to happen from the recipient 's bank. They said that they will not be able to issue a refund for the lost cash, and they can not guarantee that I will recover my money, but that they will open an investigation into the case through XXXX and hopefully the partner bank will cancel the transaction or freeze the fraudulent/scam account. 

I asked if this was happening often and the dispute claims department representative said yes, and that some people were able to recover their money. 

I checked in again XX/XX/XXXX, to see how the progress was. They said the investigation was still ongoing, and to call again XX/XX/XXXX. They told me that they will contact me if they need more details for the investigation. 

I called XXXX to file a report with them as well, and gave them all the details I could regarding the incident. They told me to use XXXX like cash and only send to family and friends. I have not once been informed about this before. I did not get any warning or advice about this from Chase or XXXX, even though there is evidence of this happening as far back as XXXX of Last year according to several articles reporting on similar incidents. ( Links to related articles below ) RELATED ARTICLES : https : XXXX https : XXXX https : /XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : XXXX I've attached all relevant screenshots and images. You can see in the call records on my phone, that the same number that called me ( the fraudulent Chase Bank Reps ) incoming call and my outgoing call to Chase Customer Service is the recorded as the same number. 

That is all the information I think would help to provide right now, but I am happy try to help more if needed. 

Thank you so much for your time.

Company response to consumer: Closed with explanation