Consumer complaint received 2022-11-14
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Below you will find details regarding Friday XXXX XXXX fraudulent call. 
1. The scammer replicated the Chase phone number on the back of the card. 
2. XXXX ( scammer ) alerted me to actual fraudulent charges in my account. 
a. Two from XXXX in XXXX, NV and one from a printer in XXXX  3. The wire transfer amount can not be arbitrary as it was the amount in both accounts. 
4. XXXX XXXX scammer ) was aware of both business and personal accounts 5. Per XXXX a CS from Chase fraud Scammers are getting good with the IDs as it closely resembles ours. 
6. XXXX tricked me into thinking what I was doing was reversing a fraudulent transfer going out. 
7. If XXXX knew so much was there a breach of data at Chase? 
8. XXXX XXXX XXXXXXXX Is the scammer running all his stolen money through their bank? 
9. The money stayed in the account all weekend and was taken Monday night.

10. I asked for the recordings of the 3rd customer service people who spoke to who said, the wire was stopped in time. Also, the recording of the manager who hung up on me, as well as the manager who stated, If we told you we stopped the wire, I feel like we are partially responsible.

11. When was the wire actually stopped? 
12. XXXX from Chase Corporate left me a message stating, They are taking my claim seriously and need more information. I called back 2x to talk to them and left a message. A few days later without having additional information, Chase decided I was scammed, sorry but they will not help with anything. ( Claim XXXX ) Events as they happened. 

XX/XX/XXXX Sitting at the light of XXXX XXXX XXXX and XXXX XXXX XXXX Incoming call XXXX XXXX from Chase We noticed there may be fraudulent activity on your card o Did you make twos purchases from XXXX in XXXX, NV and one from a printing company in XXXX  I responded absolutely NO XXXX, can you pull over and login to your account and see if there is anything else suspicious? 
I pulled into the XXXX XXXX parking lot and checked my account. Logging in on my phone. 
o Confirmed those charges were indeed showing in my business checking account. 
XXXX Are you sending out a wire? 
Me Absolutely not! 
XXXX We need to reverse the wire its {$11000.00} I am in a state of panic knowing there were fraudulent charges and the possibility of a wire. 
XXXX You need to move the money out of the business account and into your personal account where they have not touched anything. 
I put him on mute and called my husband XXXX from my friends phone and asked him to call Chase. My friend had been sitting next to me the entire time. 
XXXX then walked me through steps to reverse the wire which looked like creating a wire, so I had concerns, but the phone number matched, and he did call me about fraudulent charges. 
I went to hang up and XXXX interjected that if I dont reverse the transfer quickly the scammers will get it. 
XXXX check the phone number on the back of your bank card ( which I did, and it matched the number he was calling on. I even had my friend eyeball it to confirm ) o He said his ID is XXXX I told XXXX to do it himself and he said the only way was if I do it. 
XXXX ( who was at home ) called Chase and told them, NO ONE AUTHORIZED A WIRE! The Chase CS restricted the account at that moment. 
The specific instructions XXXX gave me was that the scammers name is XXXX XXXX. In order to reverse I need to enter my address with Reversal Invoice XXXX XXXX said to change my password which I did but then got locked out. He kept saying it was the system and not me to hang on. The call dropped. 
At this point I was locked out of my account. 
I called Chase again at XXXX and XXXX picked up I explained everything to him, and he felt strongly that we stopped the wire in time. He also asked me what the ID that XXXX gave me. When I read it to him, he said scammers are getting better because that is close to the actual numbers they use with a letter and five numbers. He then sent me on to someone who could get me back into my account. At this point I had to drive and said I would call later knowing that the wire had been stopped. 
Called again with XXXX between XXXX and XXXX This time the person verified us by sending me texts. Explained the entire situation again and after a long while this person told us what XXXX did. 
I tried calling 2x on Saturday and was frustrated by the lack of consistency for which the Chase CS representatives confirmed my identity and at this point I didnt trust who was on the other side of the phone. I just hung up and waited until Monday to go to the local XXXX XXXX branch. 
XX/XX/XXXX - XXXX XXXX  XXXX XXXX XXXX XXXX the XXXX XXXX assisted e. I explained the entire thing again. Said I did not want to call XXXX again because there was no consistency in how they verified a person, and I didnt trust who I was talking to. He called fraud and they said that the wire was not stopped in time. 
I filled out a statement which he scanned over to fraud. 
XXXX also suggested I fill out a police report, which I did as well as a report with the FBI. 
I told XXXX that the amount of money could not be arbitrary, that it was all the money I had in my account. 
XXXX suggested we run scans on our computers and phones. 
We told him we ran scans on the computers and phone on Saturday XX/XX/XXXX and found nothing, so he suggested also changing the password on our home wifi. 
XXXX helped me set up new accounts and a password a Chase employee should ask me when I call. He also gave me the proper fraud number to call. 
I asked XXXX what would happen, He said Chase may be nice and give us our money back and they may not. 
XX/XX/XXXX Called the number XXXX gave me and got XXXX again. He said he remembered me and said there were no changes yet. That he was sorry Chase didnt have a better process to keep me informed and he wishes it was easier for me to find out what was going on. I was NOT asked the password that was set the day before. 
XX/XX/XXXX - I decided to call XXXX  XXXX XXXX XXXX  where the wire went. ThXXXX XXXX XXXX XXXXXXXX website does not offer a number to call. So, I looked up branches in XXXX  and called XXXX and XXXX. No answer at either both said I must make an appointment. 
With no number to call I went to the XXXX XXXX XXXX XXXX page to find a number and the only option was to message them. See below XXXX! Filename not specified. 
XXXX XXXX  XXXX Typically replies instantly XXXX people like this including XXXX XXXX and XXXX friends XXXX XXXX XXXX XXXX XXXX You sent Get started Enter XXXX  XXXX XXXX Error ! Filename not specified. 
Thanks for reaching out to our Help team with your account-related questions. Well monitor and keep a record of what you send us. XXXX also has access to, and can use, any information in this conversation. 
Enter You sent I am very frustrated that I can't call a number and get a human! I am not a customer but need to speak to someone regarding XXXX of your clients that scammed money out of my account and it went to a XXXX  XXXX XXXX XXXX account. If he did this to me, he is doing it to others. It was an elaborate scheme. His account should have been frozen. I need to speak with a human. 
XXXX XXXX  XXXX XXXX XXXX! Filename not specified. 
Hi XXXX, your message is being routed to a XXXX XXXX XXXX We'll connect with you as quickly as we can. 
Enter You sent Thank you Enter Tue XXXXXXXX XXXX XXXXXXXX XXXX XXXXXXXX Error! Filename not specified. 
Hi XXXX. We apologize for the extended wait time. Do you have an account with XXXX XXXX XXXX? ^XXXX  XXXX You sent I do not have an account number with you as I said previously. I need to speak to someone about a person who does have account with you and stole money from my account. 
Enter You sent It was wired into XXXX  XXXX XXXX XXXX Enter You sent I want to speak with someone and not XXXX XXXX  Enter Tue XXXX XXXX XXXX XXXX XXXX Error! Filename not specified. 
We apologize, but we are not able to discuss account related concerns with third parties. If you were a victim of fraud, please work with your financial institution to file a claimXXXX XXXX XXXX XXXX XXXX XXXX You sent I saw another complaint on line about this. I want to know how you handle this. I am sure he has done this before and it's assisting him in stealing by running it through your bank. I want to give someone his name on your side and have them look into this. 
Enter You sent I will continue to find someone to speak with. 
Enter Tue XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX! Filename not specified. 
Please send us our client 's full name, zip, and phone number if you have it. Please note, we would not be able to provide details to you. ^XXXX  XXXX You sent I don't want you to tell me about him. It's not right he stole money from me fraudulently. 
Enter You sent XXXX XXXX XXXXXXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX There is more. He impersonated a Chase employee, replicated their CS number and alerted me to fraud, which he most likely created then wired all my money out. 
Enter You sent The wore was stopped asap but he already took it out of your bank. I am sure I am not the only one. 
Enter Wed XXXX XXXX XXXX XXXX XXXXXXXX XXXX! Filename not specified. 
Thanks for the additional information. Please continue working with your bank regarding your claim. ^XXXXXXXX XXXX XXXX XXXX XXXX  You sent it was Friday XX/XX/XXXX {$11000.00} Enter You sent please look into this theft Enter Wed XXXX XXXX XXXX  XXXX XXXX Error! Filename not specified. 
We have escalated the concern. Thanks for making us aware. ^XXXX  XXXX You sent Thank you. 

Called XX/XX/XXXX XXXX XXXX XXXX pull up the claim number to verify me did not have the password discussed I asked him for the recordings of the calls he sent me to CS who also couldnt help me XXXX sent me to XXXX in compliance who also couldnt help me. XXXX sent me to a supervisor named XXXX. I asked her for a copy of the calls made on XX/XX/XXXX and she said no, then I asked for a written statement of the calls and she said Chase wont do that and hung up! 
XX/XX/XXXX XXXX no password told him of my frustrations he said the claim was denied, said unless someone speaks to me, I will call a lawyer and file a complaint. I asked why I wasnt informed, no one called me. He gave me to XXXX another supervisor who listened and pulled me on an extended hold. I explained we were told by 3 Chase employees that the wire was stopped, she is seeing if the calls can be pulled and was there notes to cancel this wire. 
At this point no one has reached out to me. 
All accounts, fraudulent wire information and reports are attached to this email as well. 
XX/XX/XXXX Called Chase corporate and left a message. 
XX/XX/XXXX XXXX from Chase Corporate called stating Chase is taking my claim seriously and she needs more information. 
XX/XX/XXXX Called XXXX back and left a message XX/XX/XXXX Called XXXX again XXXX and left a message XX/XX/XXXX XXXX called to state, I was a victim of fraud, and they were doing nothing about it. Even though they did not have any of the extra information they first requested. 
XX/XX/XXXX Called XXXX back, left a message I was hiring an attorney.

Company response to consumer: Closed with explanation