Consumer complaint received 2020-12-26
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX at XXXX XXXX, I received a call from XXXX from a lady who identified herself as Amazon fraud tech support. She stated that someone hacked my Amazon account and purchased three XXXX total worth around {$2600.00}. She said she will help me recover the money and to do so she said she will need to remote access my laptop by XXXX for security purposes. She then stated that the hacker used XXXX XXXX, XXXX accounts to purchase the XXXX and those three accounts were connected to Amazon. Therefore, she said that I will need to get on those three accounts and instructed me to download the XXXX, XXXX, and XXXX pay apps on my phone. She instructed me to give her access on my phone remotely so she could help me do the gift card transaction. She also said that I needed to send money to the business manager so he can send me back the money I lost and instructed me to send payments to XXXX XXXX via the XXXX transaction. I was on the phone with her while she instructed me to do all these transactions for over 2 hours. I work from home because of the pandemic and I thought I should let my boss know that I was not able to work because of what was going on. So, I texted my boss and my boyfriend letting them know that my Amazon account was hacked, and the Amazon tech support is remote accessing my laptop and phone and trying to recover the lost money. As soon as I sent the text to my boyfriend, he called me and told me that I was getting scammed. I three-way connected my boyfriend to my call with the lady, and my boyfriend confronted her saying she was the scammer, then she hung up. When my boyfriend was confronting her, my laptop opened a notepad and the scammer started typing saying I just got scammed. I somehow managed to save that notepad and attached it here. For almost three hours on the phone with the lady, I lost a total {$3000.00}. 
I called the XXXX XXXX Police Department and reported the incident and the corporal from the XXXX XXXX Police Department took my statement and assigned a Crime Report number to my incident as a Grand Theft. The Crime Report number is XXXX and it is attached here. 
Then I called Chase Bank and XXXX XXXX credit card and reported that I just got scammed and all the transactions that were made were done because I got scammed. I also gave them the Crime Report number I got from the XXXX XXXX Police Department. XXXX XXXX credit card gave me the {$200.00} credit and Chase Bank gave me the {$890.00} credit for the non-XXXX transaction. 
The reason why I am filing a claim is because Chase Bank will not credit me back for the total {$2000.00} I lost through the XXXX transaction because of this scam. 

Below is the timeline of my phone calls with Chase Bank 's claims department. 
XX/XX/XXXX reported the scam incident to Chase Bank claims department and two claims were filed. One claim for the XXXX transactions total {$2000.00} ( claim # XXXX ), and another claim for the non-XXXX transactions total {$890.00} ( claim # XXXX ). Chase Bank gave me credit for the non-XXXX  transaction of {$890.00}. 
XX/XX/XXXX called the Chase Bank claims department and followed up on the status of my claim. I was told that the XXXX transaction claim was pending. 
XX/XX/XXXX called the Chase Bank claims department and followed up on the status of my claim. I talked to XXXX and was advised that the XXXX transaction claim was pending. I gave XXXX the Crime Report number from the XXXX XXXX Police Department. 
XX/XX/XXXX called the Chase Bank claims department and followed up on the status of my claim. I talked to XXXX. XXXX told me that they just started working on the XXXX transaction claim and they were doing their best to recover the money. 

XX/XX/XXXX at XXXX received an email from chase notifying me that there is a notice I need to read on Chase account ( screenshot of email attached here ) The notice was posted on XX/XX/XXXX and I opened and read it. ( The screen shot of the notice being posted on XX/XX/XXXX and the notice itself are attached here. ) On the notice, it read As we discussed and agreed, no action will be taken. I have never discussed or agreed on anything with Chase when I talked to XXXX. XXXX said they were trying their best to recover the money. Therefore, I called the Chase Bank claims department right away. The lady from the Chase Bank claims department told me that because I said I was scammed, it was my fault and Chase was not responsible. 
I have attached the screenshot of the three XXXX transactions. The transaction numbers are XXXX ( {$200.00} ), XXXX ( {$900.00} ), XXXX ( {$900.00} ). By looking at these XXXX transaction numbers, you can tell XXXX XXXX who received the XXXX payments by scam is also a Chase Bank account holder. By Chase Bank not taking any actions for this crime, Chase Bank is allowing this scammer to continuously receive money he made by scamming people to his Chase Bank account. 
Therefore, I believe Chase Bank should credit me the {$2000.00} ( by three XXXX transactions ) lost money by scam and the Chase Bank should retrieve the money from the scammer.

Company response to consumer: Closed with monetary relief