Consumer complaint received 2022-08-18
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/XXXX : I sent {$130.00} to who I assumed to be my sister in laws account, as it did not give me the message that it was an active XXXX account user, like my actual sister in laws account. It went through with no fuss so I assumed it was done. It was a an account that was added to my XXXX  at the beginning of the year and I never erased it assuming my sister in law had just needed to activate it. 

XX/XX/XXXX : My sister in law calls me asking where the money was, and I was confused and told her it got sent. I even have the proof on the XXXX payment via my Chase account, however she shows her account and its still in the negatives. So I pull up who I sent the money to and she says that's not her phone number and she doesn't have her full name on the account. She calls that number and asks for the recipient to get it back as it shows on my account that the person received it. The person stops responding to her texts, so I try texting to please be reasonable and give the money back. 

When they didn't answer my texts I went to an online website to search up the number in hopes I can get in contact with them. I found a womans name on that phone number that was activated in XXXX, but she didn't have any emails and one social media she never touched. So I call a family member of her as the site gave me access to that, however the woman was confused as that was a Florida number and her sister hasn't had a Florida number in 15 years, she lives in Alaska. On top of that her sister doesn't even use XXXX at all. 

I apologized for the inconvenience and hung up but then got a text from the same woman asking how she found her, I explain the situation and how, and she became worried cause someone was using her sisters name on a phone number she doesn't own. She had an XXXX  number since XXXX, which was 13 years ago. 

XX/XX/XXXX : I call chase to claim fraud as this person was using my sister in laws name on their account and another woman 's name on that phone number. they said they would open a case and give me a temporary credit, they never did the latter. I told mys sister in law that I received credit but never did cause I didn't want her to worry about my funds. 

XX/XX/XXXX : Never received any email or letter regarding the status of my claim or being opened like I usually do. So I contacted them only for them to tell me my claim was closed and they couldn't give me back the money as it was an error on my part. However I explained that it was strange that this person was using my sister in laws name and another womans number, both unaware that it was happening, and just took my money and lied to my sister in law about never receiving it. 

They claimed it was out of their hands as it was an internal issue and that it was my fault that it got sent to the wrong person, despite that person activating that account using my sister in laws name. Communicating with XXXX was out of the questions as they like Chase claimed it was user error and I should have checked the phone number. 

I was sent here via XXXX support page and I truly need help, I don't know why that person is using my sister in laws name, but I do know something fraudulent is occurring. Please any assistance would be welcomed.

Company response to consumer: Closed with explanation