Consumer complaint received 2023-02-11
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/ I received a call from the Chase customer service number ( XXXX ) from someone identifying themselves as a customer service rep stating transfers were attempted on my account and that in order to have these transfers reversed, I needed to submit a wire to the designated account that the rep provided in the amount of XXXX for the investigation process. I was taken advantage of by following what I presumed was a real representatives instructions with the intent to secure the funds. To verify me as the account holder he asked me for my full name, address, full card details and pin, date of birth, last XXXX digits of social. 
I was worried about my account after this occurred so I reached out to Chase myself for additional information and realized it was a scam after they had no records of anything I was describing. I asked them for assistance immediately on what I should do and initiated a wire recall the same day and canceled my card, changed my username, password and email for the app. 
My first call at XXXX I was transferred 3 times until the last rep told me to do a recall on the app and that he would do it on my behalf as well since it was not available in the secure messaging section as described. I found it myself in the request info option on the transaction. I also went to my local branch for advice but they were also unable to help and called customer service inside the bank for me around XXXX and this rep told me they approved the transaction with me and that I said it was for business purposes, I immediately told her there was no possible way that was me they spoke to but she said there is nothing that can be done about that. It was not until XXXX when I reached a rep that escalated my case since he did not see the wire recall request. Upon questioning how this wire was approved in the first place given the large sum of XXXX, the fact that I never sent a wire before, and my account history over the years, I was told again on XX/XX/XXXX at XXXX that legitimacy had been verified, this rep stated if they saw this transaction they would not have let it go through as they are trained on this. 
I was not reached about the nature of this transaction, if I had I would have been able to explain the circumstances and stopped it with real reps. I suspect the scammer also spoofed my number and used my credentials to verify my identity in order to pass this through their security measures. I was on the phone with him at the time stamp they recorded ( XXXX ). 
On XX/XX/XXXX I was notified by retail wire servicing through secure messaging on the app that the recall was initiated and swift message was sent, they advised since it was fraud to initiate a claim and wait XXXX business days for the receiving banks response since the money was now no longer with Chase. I reached out to retail wire servicing XX/XX/XXXX via secure message on the chase bank app for any update and they responded XX/XX/XXXX that the recall was not successful on XX/XX/XXXX. 
I called the customer claims department for the next course of action at XXXX XX/XX/XXXX and was told by a supervisor named XXXX my claim is denied for inability to recall the funds and that I have only law enforcement left. I did everything I could to recover from this attack but they were unable to help retrieve the money. I have reported this incident to my local police department, the FTC & IC3 and sent in requests for fraud alerts from the XXXX credit bureaus. 
This situation has been extremely devastating to me and I am very concerned with how easy it was for the scammer to not only impersonate a rep but also myself to bypass all the security measures put in place to prevent these occurrence 's. My bank has told me there is nothing else they can do for this matter and law enforcement is my only option. There needs to be better protection for bank customers from scams. The response from the bank leaves me with my worst fear that I will never be able to recover this money. This was my life 's savings and I am seeking any resolution for recovery.

Company response to consumer: Closed with explanation