Consumer complaint received 2016-04-08
Company: JPMORGAN CHASE & CO.
State: WA
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I logged into my Chase bank accounts at approximately XXXX XXXX on Friday XXXX XXXX. When I looked at the activity on my money market account, I discovered there was an outbound wire transfer in the amount of {$9300.00} that I did n't create. I immediately notified my bank of the fraudulent activity, and was pretty confident that since I discovered it so quickly there should n't be a problem recovering the funds. Three weeks later, my bank is telling me they 're still investigating it. I 've been in contact with my bank ( Chase ) in person, and via email and telephone regularly since this occurred. On XXXX XXXX, I specifically asked ( via email ) if I should file a police report, and never received a reply. Today, XXXX XXXX, during a telephone conversation I asked again " should I file a police report '', and the response was " Yes, I probably would have already done that ''. 
During a meeting with XXXX XXXX at Chase bank in XXXX XXXX XXXX XXXX, WA XXXX on XXXX/XXXX/16, he called and talked to the Chase fraud department. Regarding the wire transfer in question, he was told that they sent a confirmation email to XXXXXXXXXXXX, which is not, and never has been my email address. My email address is XXXXXXXXXXXX. They also sent a confirmation for approval to the phone number on file with them ( XXXX ), which is the correct cell phone number. Whoever authorized the transaction did so by receiving/intercepting the text that should have come to me. I was able to confirm from XXXX wireless that my phone had been spoofed, and they set up a call forward from my cell phone. The forward was generated on XXXX/XXXX/16, at XXXX central time, per confirmation from XXXX XXXX The fraudulent wire transfer occurred on XXXX/XXXX/16, at XXXX XXXX, per XXXX XXXX XXXX Chase. The number that my phone was being transferred to was XXXX. On XXXX/XXXX/16 I was expecting a call back from Chase bank to further discuss my claim. When I had n't received a phone call by XXXX/XXXX/16, I called and asked if he had any good news for me. He then asked if I received the voice mail he left me the previous day. I told him no, I do n't have any voicemail messages, and I do n't have any missed calls. After getting off the phone with him, I called my cell phone from my office land line, and got a generic answering machine message. That was when I discovered that my phone had been forwarded, because I have a recorded message in my voice for incoming voicemail messages. I immediately removed the forwarding function at that point. During my initial meeting with XXXX XXXX at Chase, he was given the XXXX address that the wire transfer was generated from of XXXX, which shows up at a XXXX. We have several XXXX addresses that we use at my business, and that is n't XXXX of them. I have only been given limited information from XXXX, and mostly things they were able to tell me over the phone. They said that more detailed information as far as documents and records can only be released with a court subpoena. Below is a copy of my account activity showing the fraudulent wire transfer. To the best of my knowledge, Chase never attempted to contact XXXX XXXX XXXX about this transfer or the account it was transferred to, but I do n't know for sure. They were not at all forthcoming with information. At this point, they have denied my claim, and I feel like they have n't even tried to resolve the issue. The only people I 've dealt with are XXXX XXXX, and his Branch manager, XXXX XXXX. Chase denied our claim once, but XXXX escalated it, and had it reopened. Only to be denied again, and I do n't know on what grounds it was denied. The original denial letter stated, " We 've determined that you have received the benefit of the funds in question ''. It 's like they paid no attention to the facts of the claim.

Company response to consumer: Closed with monetary relief