Consumer complaint received 2022-09-26
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I was a victim of fraud and contacted the Chase Bank Fraud department within minutes of me finding out this happened ( 2 hours since the transaction periods ) and the bank was unable to stop payments. Chase Claim # XXXX chase told me it does not have a recourse for thee payments. I called today and was told Chase submitted a request on XX/XX/23 to XXXX. When I asked for written correspondence to confirm my claim, I was told Chase does not have a process for these type of payments. 

Background : On XX/XX/XXXX, my aunts phone was hacked and I received three XXXX payment requests to make on her behalf. I made two of these. For reference, I make and receive XXXX payments for her often. Coincidentally the day prior ( XXXX ) I received two separate and legitimate requests from her which I made and confirmed back to her via a message the next morning during, what we have since figure out, was the exact time her account was being compromised. As I confirmed that I made these two payments back to her via XXXX the morning of the XXXX around XXXX XXXX  her XXXX  account was already hacked and I received two missed calls at XXXX that I thought were from her. These missed calls were followed by 3 new XXXX requests from whom I thought was her. It is not unusual for her to call me before requesting multiple or large payments. When I responded via message that I could not answer the phone but was available on XXXX ( I was on a work XXXX ), she asked for 3 more payment requests. Her language, way of talking to me were identical to my aunt. The perpetrator copied her language and manner of writing to me via previous chats. Two of these XXXX  went through : {$570.00} XXXX confirmation # XXXX Recipient : XXXX XXXX email XXXX, and XXXX XXXX {$850.00} XXXX XXXX # XXXX - email XXXX. When I tried to make the third payment, I hit my daily {$2000.00} XXXX limit and could not make the third, at which point, the hacker acting as my aunt, asked for a lower amount. I did not respond as I was still occupied and wanted to talk to her because it was a large set of amounts. A few short hours later I was notified by my aunts husband via XXXX that her account had been hacked ( more of her contacts had received payment request, many of the contacts don't often get them from her unlike me ). My aunt had not noticed her XXXX account was hacked until that time. She thought it was a problem on her phone. I called Chase bank immediately ( I was redirected and put on hold multiple times since banking fraud and online fraud departments are apparently different ). The fraud person ultimately said the payments had already gone through, even through I had " Pending '' status on both of the payments showing on my app. It opened a claim but hedged all of it by saying there is no guarantee I can get this back, they are just requesting it to XXXX. 

If banks offer a service by XXXX as an alternative to wire payments and internal ChasePay, they should not be treating this as something out of their control. I had all of the information necessary to stop payment and flagged them as fraud. Chase also does not have the necessary fraud processes, including appropriate investigation and money recovery processes or correspondence to support this service. It is surprising, and unacceptable that a bank the size of JP Morgan and the popularity of XXXX as an intrabank payment tool, the bank has not matured its processes to properly handle these fraud claims.

Company response to consumer: Closed with explanation