Consumer complaint received 2022-12-30
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX we noticed that someone transferred {$15000.00} from our savings account into our checking account and started wiring money to themselves. We caught this right away and immediately called Chase. There was a total of XXXX wire transfers to a bank named XXXX XXXX XXXX XXXX  with the name of " XXXX XXXX ''. One wire in the amount of {$1200.00} and another in the amount of {$820.00}. The third one was stopped by the agent, in real time, while we were talking to about the fraud. She told us it was coming through but that she was able to stop that one, however not the other two that went through. She took down all our information, we answered the fraud questionnaire and was told it would take 3 -5 business days for the claim to be processed. 

XX/XX/2022 - Called Chase back to check on the claim, spoke to an XXXX named XXXX. She informed us that the initial claim was closed for some reason and that there were barely any notes. We were told we had to open another claim. Did everything all over again and was told XXXX XXXX business days, again. 

XX/XX/2022 - Called Chase again to check that claim was being processed, we spoke to an agent named XXXX this time who was not nice to us, kept reminding us that it hasn't been 5 days, but we told her that that the last time we gave them 5 days, we found out the claim was closed, with no reason, and so we were going to be more diligent. 

XX/XX/2022 - Called Chase, it was day XXXX, and we were told it wasn't ready yet and there is nothing we can do except wait. 

XX/XX/2022 - Called Chase and an agent told him the back office is still investigating it and even though it's passed the XXXX days, there was nothing we could do. 

XX/XX/2022 - Called Chase again and same thing, still investigating. 

XX/XX/2022 - Called Chase, was told the claim was denied due to a passcode verification text being sent and authorized and that there was no indication of hacking. We told them that we thought we were hacked several times. 

There was never at any point, a Chase password verification text sent to either of us, verifying any wire transfers. Not to our phones or our emails and we have screen shots to show it. When I asked several agents, XXXX of them by the names of XXXX, XXXX ( XXXX  ), and another one named XXXX, for the phone number that the verification code was supposedly sent to, and non of them could give it to me. 

We dont understand how a claim can get denied when we were on the phone with Chase while the fraud was happening. The amount of times we had to call back or got hung up on, how the first report on the XXXX was closed right away without any notification or explanations. We never got a passcode verification sent to us, we never once have ever wired anything to anyone out of any of our accounts. 

We were told we can not have a copy of the claim report unless we ask for it in writing and it has to be faxed or taken to a Chase XXXX. 

We are going to send a fax today formally requesting the exact phone number that Chase sent a verification passcode to, as well as the date and time. 

We are also formally requesting the full claim report. Including all the notes and any additional information taken during all the phone calls we have had with chase. 

We have filed a police report with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief