Consumer complaint received 2021-09-09
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I received an email on XX/XX/XXXX from XXXX XXXX stating that my subscription to XXXX XXXX ended on XX/XX/XXXX and that my subscription will auto renew on XX/XX/XXXX payment made auto debit. If I wanted to cancel the subscription I had to call within 48 hrs and the number provided was XXXX. The renewal amount they showed me was {$320.00}. I called the phone # provider and a gentleman answered XXXX XXXX Billing. I advised him I didn't have XXXX and how could they charge me. He put me on hold and then came back on line and asked if the charge had gone through my bank account. I stated that I had check before calling him and no it had not. He ask that I call back on Friday and he would put a credit through. So I said ok ended call. On Friday morning I called and stated that no charges had come through So I would wait and if they do then I will call the company. He then proceeded to tell me that when he look on his end the charge was there. I again said I didn't have XXXX XXXX XXXX. Here is where I made my mistake, he asked if he could run a XXXX program and show me and I said yes. My screen went to a black and white and numbers and letter and charters ran across my screen. Then it stopped and my name popped up with XXXX, which is my debit card number and the amt of XXXX after it. He then stated he would do a back out and credit my account. He stated it would take a few minutes. I could hear typing. Then he said he was having a problem putting the credit through and he was going to put me on hold and have his supervisor look at this issue. He then came back on the line and stated the credit had been put through. He ask me to check my account later. I signed off my computor and we hung up. It wasn't3 minutes and he called me back and said there was a mistake and that he had put a credit through for XXXX. I was like what!! He asked me to check my bank account and yes it was there. Two transaction lines from XXXX XXXX  transaction # XXXX for XXXX then XXXX XXXX  Transaction for {$15000.00}. I questioned this he told me he had split my credit into two amts. XXXX and one for {$150.00} and he missed typed the XXXX to XXXX. I told him he needed to do a reverse. He then stated he couldn't and I would have to wire it back. So once again I made a mistake. I sent the money back via wire transfer. After I did this my checking accounts and saving account all showed their correct balance so I thought I had done everything correctly. The next day I signed into my account to pay a bill and my savings account had been cleaned out of {$15000.00} and they left XXXX in there. 
I went straight to the bank, talked to the Chase Bank Branch Manager MrXXXX XXXX XXXX ( XXXX XXXX | Chase | Branch Manager | NMLS ID XXXX | XXXX XXXX XXXX XXXX, XXXX, IL XXXX | XXXX | T : XXXX ). 
The bank manager stated this was wire transfer fraud, he then called the fraud unit with the Chase bank. After talking to them, I was advised to go home and run a anti virus on my device, change my email password and change my Chase Bank online password. He then advised me that I would get a Fraud packet in the mail. Fill it out and return to chase. A week went by then 2 weeks and I never received the Fraud Packet. I called the bank at XXXX and I was advised a paxket had not been sent to me. I was then advised I could go to the bank and rhey could print one out for me. On XX/XX/XXXX I went back to the branch and talked to a MrXXXX ( Mr. XXXX was not in that day ). I filled out the form and Mr. XXXX forwarded onto the Fraud Unit. 

Then on XX/XX/XXXX I received a email from Chase to check a secured message on my account. The letter was from the Wire Transfer Unit. They advised me they were unable to process my claim please contact the fraud unit. Then on XX/XX/XXXX I received another email to once again check my secured meassage on my Chase account. Again from the wire transfer unit. Telling me they couldn.t get the money back from the foreign bank. They are unable to process my claim, and that they recommend that I file a police report. I had already advised thrm I files a police report on XX/XX/XXXX,. Then a couple of days later a person from the Fraud Unit called me had me go over the fraud issue again. At the end of our conversation I was advised there would be no claim as I was told I benefited from this money transfer. I was like floored, what the heck. Call was ended. 
I then had a meeting with the bank manager on XX/XX/XXXX and he said he would check with someone he knew in the Fraud unit. 

On XX/XX/XXXX Mr. XXXX called me and stated the bank reviewed my claim and said because I let the man into my computer this was not fraud. I stated yes it was as he lead me to believe he had put money into my account. 
While the bank branch manager was talking to me today, he said he was in another one of chase branch and a lady game in all upset and he over heard her say that a XXXX email etc. 

The funny thing on XX/XX/XXXX I got a email from Chase Notification Dear Valued Customer : We have noticed suspicious activity from an unknown device ( s ). 

When a user logs on to their account from a new mobile or computer device, sometimes our system will put a hold on the account for safety and security. 

Please log on to www.chase.com to verify your account or use the below button to verify your account to regain access to your chase online bank account. 

I didnt get this kind of notice when all was going down when my account was being hacked... OR WAS THIS TOO A EMAIL SCAM!!!! HOW DO YOU TELL. 

I did not reply to this email or open the link. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation