Consumer complaint received 2023-02-24
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I am the victim of fraudulent wire transfers and Chase Bank will NOT help me. They have closed my claim of {$86000.00}, blamed it on me and refused to give me documents that Detective XXXX XXXX of XXXX XXXX XXXX Sheriff Dept has asked me to obtain for him. He needs a printout of the wire transfers, routing and account numbers, names of recepients, amounts, dates. The local Chase Bank in XXXX XXXX, FL and the Fraud Claims Dept of Chase have all refused providing these documents for me. This will result in a 60 day delay in the investigation of our case because the Detective will need to get a subpoena. 

CHASE CASE # Chase case # XXXX XXXX XXXX XXXX acct # XXXX XXXX XXXX 's Sheriff 's CASE # XXXX Assigned to Det XXXX XXXX XXXX XXXX and ask for him Records XXXX XXXX email : XXXX Chase Fraud Case Chronological Events : PLEASE NOTE : Everyday and every time that I spoke to XXXX I received OTP texts from Chase asking if I authorized speaking with XXXX for which I did. Every call he stated this line was being recorded for security purposes and ended every call with Thank you for being the best part of Chase. 
XX/XX/XXXXXXXX XXXX. XXXX from Chase Bank called to advise me there was a wire transfer of {$14000.00} that looked fraudulent from XXXX XXXX and a XXXX payment of {$1500.00} from XXXX XXXX Billing account. I confirmed these transactions were not generated from me and were unknown. He stated the wire transfers were going to XXXX, OH and that XXXX XXXX XXXXXXXX were names that were attached ( not the payee ) to these. He asked if I know them and I do but havent spoken to them in 3 years. He advised that the use of a skimmer machine at a gas station or XXXX was how my information was obtained. 
XX/XX/XXXXXXXX XXXX. XXXX called said he was closing down the old account numbers for XXXX ending in XXXX XXXX XXXXXXXX and making new accounts ending in XXXX XXXX  XXXX. He advised me of a Chase case number XXXX and if I had any questions to call XXXX for the online fraud department. He asked me for a new password code if calling in to Chase which I stated to use XXXX. He advised not to swipe any debit cards to only use the chip or tap/pay He brought me to the Chase website where I logged in. I was instructed to go to the wire transfer tab and use the account that shows XXXX XXXX account ending XXXX ( not XXXX XXXX ) and use that account as the to and from XXXX XXXX  account ending in XXXX. I believe the amount was for {$14000.00} and in the memo to type Payment Credit Dispute # 1 This procedure was carried out on I believe six different occasions or dates. 

XX/XX/XXXX XXXX XXXX called stated he has reset and updated old accounts with new accounts and brought me to the Chase website where I logged in. I was instructed to go to the wire transfer tab and use the account that shows XXXX XXXX account ending XXXX ( not XXXX XXXX ) and use that account as the to and from XXXXXXXX XXXX account ending in XXXX. I believe the amount was for {$14000.00} and in the memo to type Payment Credit Dispute # 2 I was advised to stay off the website so they can finish setting up the new accounts and they would be freezing the old accounts. 
XX/XX/XXXX XXXX from Chase called stating old accounts and debit cards are deactivated but its not updated in the system yet so I wouldnt see it online. He would be shipping me new debit cards for XXXX XXXX billing and XXXX XXXX He stated the police in XXXX, OH were contacted and they would be making an arrest soon to expect pictures of them by email and advise if we know them. He asked me for a new login username and password for the website which these were never used or changed to. 
XX/XX/XXXX XXXX states accounts will be updated by tomorrow that they do know who did this and a warrant has been issued for their arrest. He will have the accounts connected today XX/XX/XXXX XXXX called said there will be no bounced check fees or wire transfers and he will send me new checks for the new accounts. 
XX/XX/XXXX XXXX stated a transfer of {$6000.00} from XXXX ... ending in XXXX was received to credit back from previous wire transfers. He asked me for a new pin so he could reset it for me. I had just gotten a new personal debit card as there had been two fraudulent charges previously so I thought thats why he needed it. 
I tried calling Chase and they wouldnt accept the new pin # and I had to use my old pin # to get in. 
XX/XX/XXXX XXXX called with new Case number XXXX because of the old accounts being frozen and new accounts. I asked him if I can run payroll and he said go ahead. He said the system was kicking back wire transfers and that we needed to do credit transfers to put the money back in the accounts. He assured me by the end of the day, all the accounts would be restored to the balances prior to the wire transfers. XXXX said he would call me Friday evening to confirm everything, and I didnt hear anything from him again. I believe because I got a call from ( see below ) the accounts then were really frozen this time and I couldnt access online which am assuming XXXX knew this or had exhausted all the money from all the accounts. 
I then received a call from XXXX ( I think ) from Chase Online Fraud Department and I tried to give them my case numbers and they said they dont deal with the Fraud Claims Dept at Chase and couldnt use the case numbers. He advised me of wire transfers of {$14000.00} and other various amounts and asked if they were fraudulent which I said yes, to please call XXXX so the two of them could collaborate. He advised me he couldnt and unfortunately, I got very upset and told him I couldnt do this right now. 
XX/XX/XXXX I called Chase Online Fraud Depart and spoke to XXXX in Customer claims. She advised me claim numbers are 7 or 8 digits and the case numbers I had were not valid. She issued me case # XXXX and advised me to go to my bank branch to complete a forgery packet so they could start the investigation process. 
I reported my personal debit card as fraud and XXXX gave me access to the website again with a new username and temporary password. I called Chase at my local branch in XXXX XXXX, FL and spoke to XXXX and set up an appointment for XXXX. as it takes 24 hours for the fraud case to hit the computers before I could complete the packet. 

On XX/XX/XXXX, I was contacted by XXXX at Chase who advised me of fraudulent activity on my accounts. He sent me an OTP code from Chase authorizing me to speak with him, which I accepted. He knew my two business names, signers and personal contacts. Because Ive received OTP codes in previous dealings with Chase representatives, I felt it was safe to speak with XXXX. Every phone call from XX/XX/XXXX through XX/XX/XXXX, I received OTP codes to speak with XXXX and to confirm the wire transfers. XXXX phone number showed on my cell phone as XXXX for which I called and received the same greeting from any other Chase number Ive called in the past... Thank you for calling chase ..... This was the same message every day ( I tried it ) and as of XXXX, the greeting is completely different now. XXXX or the Rep from Chase so I thought had me login to the website and he showed me the fraudulent wire transfer for {$14000.00} and another {$80000.00} was expected to transfer out in the next week. XXXX stated that he was going to help me stop the transfers and create wire transfer entries to credit the money back into our accounts. He advised that the money was being transferred out of the accounts that would be frozen and affected by the fraud and into new protected accounts. When he was telling me to move money through the Wire Transfer online feature, it showed from XXXX XXXX to an account in my name. He also advised me that new checks for the new accounts and debit cards will be sent to me and received within a few days. 
After meeting with Chase Bank in person, XXXX XXXX XXXXXXXX ( Chase reps ) believe fraudulent accounts or wire templates were set up showing my name but the last four digits of the accounts were not my accounts.

Company response to consumer: Closed with explanation