Consumer complaint received 2023-02-10
Company: JPMORGAN CHASE & CO.
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, a fraudster using the JP Morgan Chase website able to hack the website accessing my profile to create multiple false wires from my business account to be received at their external bank account. The account was out of state with no history of transactions. I was never notified of the wire transfer requests and were never verified via email or phone with me, the account owner. The hacker was able to send a total of four wires over multiple days, even after we recognized fraud and requested Chase bank to restrict and stop any future wires. All wires were stopped except one which was in the amount of {$12000.00} sent to a XXXX XXXX in XXXX FL XXXX. This was sent to a XXXX XXXX with a wire referenced as " Condo Payment. '' I have never sent a wire through my business or personal account and do not have any connection, relation or knowledge of this person. I was told by a Chase representative that the money was sent XXXX XXXX and received by XXXX XXXX even after the wire was flagged as fraud. I am told that XXXX XXXX will not reverse the wire and return the funds to Chase. On the same day after 6 hours on the phone I was told that I would receive a fraud packet that i needed to fill out to file a complaint. After weeks and weeks of requesting the packet and meeting with Chase Bank representatives in person I finally received the packed on XX/XX/XXXX. That same day I was asked if I had filed a police report. No time in the past month had I ever been advised to do so. XX/XX/XXXX I filed a police report with my local department and was instructed to file a IC3 Complaint which was submitted on XX/XX/XXXX. I submitted the following documents to chase bank on XX/XX/XXXX. 
1. Unauthorized Signature or Forged Item Declaration ( signed and filled out XX/XX/XXXX ) this form was faxed on XX/XX/XXXX from the XXXX XXXX Chase Bank branch by the bank manager. Faxed to attn : Customer Claims Department 2. XXXX XXXX Police Department Police Report ( signed and filled out XX/XX/XXXX ) this report was faxed on XX/XX/XXXX from the XXXX XXXX Chase Bank branch by the bank manager. Faxed to : Customer Claims Department 3. JPMorgan Chase Bank , N.A . National Check Forgery Department STATEMENT OF FACT ( signed and filled out XX/XX/XXXX ) this statement of fact was faxed on XX/XX/XXXX from the XXXX XXXX Chase Bank branch by the bank manager. Faxed to : Customer Claims Department 4. Internet Crime Complaint Center ( IC3 ) complaint filed through the Federal Bureau of Investigation ( FBI ) this complaint was filled out on XX/XX/XXXX as advised from the local police department Weeks went by without hearing from the Chase Customer Claims Department even after multiple requests for a status update. Today, XX/XX/XXXX I was finally able to get a hold of a representative in the customer claims department and was told that they have closed the complaint and found no evidence of fraud and that they are not liable for wire fraud. After I disagreed with the representative, telling them this was not fair and highly unethical they hung up on me and ended the call.

Company response to consumer: Closed with explanation