Consumer complaint received 2021-09-22
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2021, I received a Chase Fraud alert text message stating there was a wire transaction of {$100.00} that was sent out of my account. The alert ask to respond yes or no to the transfer. Immediately after, I received a call from Chase customer service number XXXX, the customer service representative stated on the phone call that she was with Chase Fraud PreventioXXXX. She inform me of the transaction of {$100.00} and ask if I made that transaction and I responded that I did not. The representative then stated there was an attempted at a wire transfer on my account. Which she then asked if I would like put a block/cancel to the transfer which I said yes. This is when she informed that she will send a 8 digit authenticate code to my phone to verify so she can proceed with the transfer cancellation which we did. 

Afterward she informed me that since the account has been compromised that I would need to close/freeze the account and she would register a new debit card and send it Express shipping in 1 to 2 business days. In order to do that she would send another 8 digit authenticate code to verify which we did again. Right after that I noticed I was not able to log into my account anymore with my previous user ID/Password. I made sure to ask her repeatedly after that the account has been blocked/froze and that my account will be safe going forward and no attempt will be made without my authorization which she stated yes. 

Then on XX/XX/2021 I noticed I have not received my new debit card yet and proceeded to call Chase Customer service number. I spoke and asked another customer representative about this matter and they told me there was no new debit card requested and this got me suspicious. I then asked about the wire transfer and the account being locked which the representative did not know anything about. He then transfer me to the Chase Wire Department. This was when I found out from them that a new unauthorized wire transfer of {$17000.00} was already transfer out of my account on XX/XX/2021. This also happen without any notification to me either through my email or phone. They even stated that the transfer was done from a named individual from Florida ( I am from Texas ) who used the transfer money to purchase a vehicle in Florida. 

This has led to an extremely frustrating and stressful past month. I have called Chase numerous time to get the situation resolved and received my money back to no success. They have claim they have no information in the beginning and that their is nothing they can do. I had to go to the local Chase bank to talk to the manager who had to call the customer service/claim line in order to open a case for review. Unfortunately they have tried to stall the situation asking me to send in a Affidavit ( Which I have ) then after informing me I needed to get a Police Report ( Which I did again ) and then finally telling me since it was a scam that they will not refund my money back. 

I want to emphasis, whoever wire the money out of my account was an inside job from Chase. Only an insider would be able to initiate a transaction like this and being that the phone number calling me was a Chase number I entrusted them at that moment. The {$17000.00} amount was almost all of the money I have left in the Chase account. There was approximately only {$1000.00} left in the account. This was my own hard working money I entrusted in Chase to protect for me and here I have seen them failed and misled me in every way possible. Chase did not seem to care if it was going to affect my livelihood as far as ( expenses/bills ) and because of this experience I have lost all trust in Chase. 

There has been numerous articles written about Chase Fraud Scam I found online similar to my situation in particular from XXXX XXXX by XXXX XXXX. After reading this I knew something was very suspicious about Chase business practice. 

I need help in every way as I have tried with Chase to no avail. If this does work I am looking into pursuing legal civil action against Chase. Thank you.

Company response to consumer: Closed with explanation