Consumer complaint received 2022-04-22
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
At the beginning of XX/XX/2022, to be more specific, on the XXXX and XXXX of the same month, certain individual transactions of XXXX dollars were made to two different people from my bank account for a total amount of XXXX dollars, the first for someone named XXXX and the second for XXXX. 
To be honest, I have never listened to those people in my life. 
As I did not receive any notification from my Chase bank, which is very strange for me. 
I could notice the lack of money in the middle of the month like the XXXX. 
I immediately called the bank to find out what was going on. 
The transactions were made by XXXX, the thing is that I don't have the XXXX app, but I used to use it directly from my chase account, because both are linked or work together. I do not get it. 

I will emphasize that XXXX is not my first language, I was very scared since I did not handle it perfectly since it was not necessary for me to use it constantly and that I worked with Latinos. 

So in the first call I took the initiative to try to explain my information in XXXX and that it takes a long time to wait for a translator and I had to go to work in less than 2 hours, so I did not want to keep delaying what happened. 

Which was a total failure as I came to understand because everything I tried to say, I said wrong and the person didn't understand. 

I remember that I was trying to explain to him, that I realized that the money was not there because that money was to pay the rent for my new apartment and it was not there. And that I thought someone had fraud or scam with my account. 

But the other person on the line understood that I made these transactions to pay the rent for my new apartment and they scammed me. 

I found out about it by waiting 2-3 weeks and still no response, so I called again, one day off from work. and this time I did wait for a translator, because to be honest I didn't understand much on the first call. 
This girl told me what the first guy thought she was saying, so I correct her and she makes a new claim, but this time with the new information, it took me about 2 hours on the line.

After again waiting the requested time, 2-3 weeks, I still have no answers. It is literally the end of XXXX and I have no information on what happened. 

So I make the third call, and another girl explains to me that the one on the second call never finished my report. 

I remember that I was very angry, because I was waiting for an answer. Because of this incident, I couldn't move to the deposit due to lack of money, so the man who wanted to rent me couldn't wait. 

Again the girl from the third call tells me that she will make me another report and that she will give me the amount of XXXX dollars to which the case is investigated, as a credit. 

Days or weeks later I receive the money. Since the money stayed in my account for a long time, I thought the problem had been solved. But no. 

Again without receiving a call or information on the case. 
I saw Chase charge me {$2000.00} for XXXX transactions again. 

I call back for the fourth time, and ask the girl what happened. 

She tells me that since the money came out of my electronic device, nothing can be done and that I have to take responsibility for it. 

I had previously explained several times that the phone was always with me, that the only strange thing was that I received a lot of unknown links, and I had seen some of them, which only showed me a blank page. 

The bank honestly didn't care. 

So I asked what kind of investigation they did, why don't they give me a valid answer, who has the money? Who are these people? What bank address was it deposited to or which bank? 

So they told me they didn't know, like they didn't care to look into it. 

Asked the girl what she could do and she told me she doesn't know, possibly nothing. 

So very upset I ended the call. 

So today XX/XX/2022, I have decided to go to the bank personally. And they literally told me almost the same thing, but that the police could make a report. and let 's see if they can do something else.

Company response to consumer: Closed with explanation