Consumer complaint received 2022-01-10
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
To whom it may concern : On XX/XX/21 at XXXX hours. My husband received a text message which claimed to be from JPMorgan Chase bank asking about fraudulent activity on our Chase account. He replied stating it was fraudulent and received another message informing me a representative would be contacting him shortly. He received a phone call from XXXX which is the customer service line from chase bank. He answered and a well scripted young man by the name of XXXX XXXX emp # XXXX asked all the right questions about a fraudulent XXXX transfer for {$2000.00} to a XXXX XXXX. He informed my husband in order to reverse the charge he would have to send himself /myself a XXXX transfer for {$2000.00}. He gave my husband a fake email and asked if it was mine, my husband replied no and he asked what email address to change the account to my husband then sent himself/myself in XXXX the money. When he gave him the email address we promptly received 2 emails from chase bank informing me of a change of email on the account. XXXX XXXX also gave confirmation number XXXX for fraud compliant. Everything looked normal until we logged into my account and saw only 1 transaction sending {$2000.00} to myself which- XXXX XXXX I never received was a debit not a credit or reimbursement. About 30 minutes went by and I became nervous and called the bank, they informed there was no record of a call made to my phone on their end and that I had been scammed. When I asked about my money I was told there is little to no chance I would get it back unless the bank could find the person that scammed me. I immediately filed a police report. I, XXXX XXXX went into the bank on XX/XX/21 to ask about reimbursement and was told that since my husband authorized the transfer ( not knowing it was a scam from a spoofed XXXX number pretending to be the bank ) that we were not entitled to reimbursement. Again, my husband XXXX did not authorize any transfer, he was coerced through the fear when was told a transfer of {$2000.00} was PENDING to clear our account that WE DID NOT Authorize. The proposed fraud bank employee, " XXXX XXXX '' led and aided my husband on FALSE pretenses in step by step instructions on how to REVERSE this so called pending {$2000.00} transaction through XXXXChase App . This fraudster diverted this payment/transfer to himself even though the Chase account states money was paid to XXXX XXXX XXXX never received ANY Money... The money was taken out of our account which is FRAUD. As the XXXX - XXXX XXXX law states, when a person is a victim of a scam like this, it limits the liability on the consumer when money is transferred/ or consumer is coerced/ induced into transferring money even if the consumer agreed to it on false pretenses. We have reached out numerous times, in person-XXXX XXXX Chase bank XXXX, AZ, via phone-spoke to XXXX, XXXX, have left messages with XXXX  XXXX at Chases Executive office out of XXXX, OH with no avail.

Company response to consumer: Closed with explanation