Consumer complaint received 2021-11-19
Company: JPMORGAN CHASE & CO.
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Received a text on XX/XX/XXXX at XXXX a.m. from ( XXXX ) XXXX stating Free msg : Chase Bank Fraud Prevention Team : XXXX Did you authorize transaction in the amount of {$1200.00} from " XXXX '' on your card XXXX? Reply ( 1 ) for yes or ( 2 ) for no. This was the last 4 digits of the card I lost or was stolen, so I typed in " 2 '', then received another text that stated, " Thank you for verifying, a agent should contact you shortly. 
A phone call came from XXXX at XXXX and a man said he was XXXX from Chase Bank Fraud and assured me that the transaction I declined for {$1200.00} was not going to be paid. He also stated the women 's name that I do not remember. 
Then he stated there was another transaction that needed to be addressed. A transaction was being attempted via XXXX to withdraw {$1000.00} from my account to an account at XXXX XXXX Bank. He asked me to go to XXXX in my Chase Mobile app and send {$1000.00} back to myself. He explained that XXXX XXXX needed verification it was me they were sending the money to, therefore I received a text with a verification code from XXXX. ( Screen shots of texts have been provided in attached document below ) The text said XXXX XXXX : Sign on to your XXXX XXXX account and verify your mobile number within XXXX hours. XXXX code XXXX. Questions? XXXX. I provided him with the number XXXX and he said it was wrong and that it should be a 6-digit code, I then provided him with the code XXXX. He stated he needed to verify the code with XXXX XXXX representative. He verified the code and then said that XXXX XXXX needed to verify my email address. He asked for my email address, and I provided it to him. 
I then received an email from XXXX XXXX email address XXXX asking me to verify my email address. I clicked on the link to verify my email and received another email from same email address with a verification code XXXX I was to provide to the caller. ( Screen shots of the emails I received are in attached document below ) I received another email from the same email address confirming my email address. The man walked me through the process of sending a {$1000.00} to myself via XXXX using my cell phone number but it was not working. Therefore, he asked me to do it using my email address. I verified the email that I was sending the money to was correct and was my current email address. He assured me that it was safe and that he would monitor my account. Also stating that the balance in my account would not change and that he would monitor it. 
After hanging up with the man I received another email from XXXX XXXX with a confirmation code XXXX and it also said that the money was sent to my XXXX XXXX account ending in XXXX. 
I then realized that this was a scam, since I do not have an account with XXXX XXXX. I immediately called Chase Bank and reported it. 
In addition, I had recently lost my debit card, locked it and reported it lost earlier in XXXX. I also has several other fraudulent transactions on my account that I reported. I thought these other issues were additional fraudulent activity on my account due to the loss of my debit card. 
Chase had me on hold for approximately 90 minutes before I reached someone, then gave me the run around transferring me to several different departments. Needing to explain the situation several different times. The result was that they would report it to XXXX, however there was no way to recover my money. " We are very sorry this happened to you but Chase does not have recovery rights. 

Meanwhile {$1000.00} was taken from my account. Perhaps had I not had to wait for 90 minutes before speaking to someone, the transaction could have been intercepted. 

I called Chase again on XX/XX/XXXX at XXXX p.m. to attempt to unlock my online account. I was on hold for another XXXX minutes until I was able to speak to someone. They transferred to me XXXX who asked me to explain my situation and then said sorry he could not help me. He transferred me to Claims and again I had to explain the situation. Was again told " We are very sorry this happened to you but Chase does not have recovery rights.

They transferred me to Internet Services to be able to have my online account unlocked, a woman name XXXX began to help me and during a three-way call with a verification service the call remained connected, however I could no longer speak to anyone. 
I hung up the phone and called back, initially made contact, but was transferred to someone else because they were not authorized to help me. On hold for another 90 minutes, then received a message that due to extenuating circumstances they could no longer help me and was told to call back at another time and call was disconnected.

The Electronic Funds Transfer Act ( EFTA ) and Regulation E covers XXXX transactions, therefore I dont understand why Chase Bank is taking the stance that they cant help me. I am a single Mom struggling to make ends meet and am now out {$1000.00}.

Company response to consumer: Closed with explanation