Consumer complaint received 2021-12-13
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
XX/XX/XXXX I am, and have been, a loyal customer of JP Morgan Chase Bank for over eleven years now, and I have continuously trusted Chase Bank with my life savings ( many thousands of dollars- ) to safeguard and protect. I have been so very satisfied with the service I have received from Chase Bank -- until recently. As of late, I have unfortunately experienced such ill treatment from Chase Bank, all of which is explained below, and after experiencing the most egregious of circumstances imaginable ( due ultimately to Chase Banks lack of safeguards, rules and regulations that should have been implemented long ago to protect their valued customers, like me ), I write to you to assist me in resolving my predicament promptly and to my satisfaction. 
On XX/XX/XXXX, I was threatened by professional fraudsters impersonating the XXXX and FBI who communicated to me that my life was in peril, as well as those of my loved ones, because my personal identity information had been stolen by dangerous drug smugglers. Under intense duress and dire peril, I was compelled to conduct two wire transfers in the aggregate amount of XXXX XXXX XXXX XXXX XXXX ( {$29000.00} ) Dollars from my personal Chase Bank account. These professional fraudsters not only communicated to me over the phone that my identity had been stolen and that my life was in immediate danger, they informed me that a host of multiple unauthorized bank accounts had been opened under my name to facilitate the illegal use of drug smuggling. These professional fraudsters informed me that I had to assist them in their investigation or face multiple misdemeanor and felony charges. Part of assisting them included the aforementioned wire transfers. They compelled me to immediately make the wire transfers in person at my JP Morgan Chase Bank branch or suffer severe legal ramifications that could not be undone. 
After wiring the money, I contacted Chase Bank and the Chase Retail Wire Servicing department and all to no avail. Chase Banks servicing department was completely unresponsive in resolving this situation, returning my money and/or adopting any safety measures so as to ensure this does not happen again to another valued Chase Bank customer XXXX As a long-term Chase Bank customer myself, I find Chase Banks flimsy response to my dilemma completely unacceptable. 
Please see the following bullet points that outline the mistreatment and counterproductive customer service I have received from Chase Bank over the past few weeks : Two wire transfers from my account were made with no safeguard alerts in place, nor questioning from any bank tellers ; whereby I, a native XXXX XXXX, was making an international wire transfer in a substantial amount to an international bank located in a foreign country- all of which should have raised flags with Chase Bank in processing these wire transfers. 
I received no confirmation calls from Chase Bank while processing wire transfers, nor after either wire transfer was made ( which is standard practice and customary in the banking industry in order to prevent what has happened to me ) When I called the Customer Claims Wire Transfer Department to file a dispute, each representative with whom I spoke did not know what to do, and just kept transferring me to another department until I received no answers and the office ultimately closed. My dispute was delayed time and time again. 
After filing my dispute, I repeatedly called the Unauthorized Wire Transfer Department for updates every day, and all the representatives with whom I spoke assured me my dispute would be resolved to my satisfaction. Yet, after receiving the run-around from Chase Banks representatives , my problem still remains unresolved. 
Why are Chase bank tellers not trained to deal with such fraudulent wire transfer matters? If they were, such debilitating scams would be prevented. Why not return to me my money that was to be protected by Chase Bank after a decades worth of time that Chase Bank held and profited off of my money? 
Finally, I believe my case falls under Regulation E Part 1005.2 ( m ) Unauthorized Electronic Fund Transfer : 4. Forced initiation. In which Chase bank should recover my funds. I write to you to ask for your assistance in resolving my predicament promptly and to my satisfaction. Thank you for reading and please feel free to contact me if additional XXXX I received a call from fraudsters impersonating the XXXX and FBI using the caller ID of the XXXX XXXX XXXX Police Department XXXX XXXX, they informed me that my identity was being used for drug smuggling, and instructed to make a domestic wire transfer in person at a Chase Branch in the amount of {$29000.00} for safeguard. When I initiated the wire transfer the assisting banker did not ask helpful questions to prevent the fraud. 
XXXX The fraudster called back to inform me that the transfer did not go through, and told me to check with Chase Bank XXXX I went back to the same Chase branch where the wire transfer was made. The banker told me that the money was sent and should reach the beneficiary. 
XXXX The fraudster relayed that they still havent received the wire transfer, and asked me to cancel the wire. The fraudster said he would be investigating my case and be contacting me in a week. 
XXXX Chase returned the wire transfer to my account. 
XXXX The fraudster told me to make an international wire transfer at a different Chase Branch for the amount of {$29000.00} in person. Once again, the banker at the other Chase Branch did not ask helpful questions to prevent the fraud. 
XXXX The fraudster called to confirm that they received my money, and they will continue to investigate my case. 
XXXX I called the XXXX XXXX XXXXXXXX Police Department XXXX XXXX to check on my case, and realized it was a scam. I called Chase to file a wire transfer dispute, but the representatives did not seem to know how to handle a serious situation like mine, and continuously transferred me to other departments until the office closed. 
XXXX I called Chase again to file the wire transfer dispute, I emphasized the urgency of my situation and told them the dispute has been delayed since the day before, and asked the representative not to transfer me to another department. This time the dispute was successfully filed. 
XXXXXXXX- Chase Retail Wire Servicing sent me a secure message to ask for a statement and to confirm my bank account. I wrote back immediately to provide them with the information. 
XXXX Chase Retail Wire Servicing informed me that a XXXX message was sent to the recipient bank for recalling the wire transfer. 
XXXX Chase Retail Wire Servicing relayed to me that the funds have been withdrawn. The department said they are still recalling the money but are not responsible for refunding money lost to fraud. and they will follow up with my question in 3-5 business days. 
XXXX After waiting for 11 days, Chase Retail Wire Servicing relayed to me the same information on XX/XX/XXXX that the funds have been withdrawn from the fraudsters, and showed no intent on further assisting me to recover the lost money. 
XXXX After doing research, I believe my case falls under Regulation E Part 1005.2 ( m ) Unauthorized Electronic Fund Transfer : 4. Forced initiation. In which Chase bank should recover my funds. I sent an Email to XXXX XXXX, Chief Communications Officer at Chase regarding this issue, also sent a copy via certified mail, I have not heard back as of XX/XX/XXXX.

Company response to consumer: Closed with explanation