Consumer complaint received 2022-12-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, at XXXX pm I received a text message asking if I attempted to transfer {$1300.00} through XXXX. Within a minute I responded No to the message. I immediately received a reply message that said I would be getting a call within 2 to 3 minutes from a representative. 
At XXXX I received a call from XXXX with a representative stating they were from Chase XXXX The person had my personal information and stated that someone was trying to take {$1300.00} from my account. He had me log into my online banking to confirm that money ( {$680.00} ) had already been moved from my XXXX account to my Checking. He said if I did not move my money right away it would be drawn from the account, and I would not be able to get it back. He said I needed to send the funds to an account they set up for me that the fraudsters did not have access to. They said to send the money through XXXX to XXXX to safeguard my account. Once the account was secured, they would put the funds back. 
It was not until XX/XX/XXXX that I found out that the person I was talking to was not from Chase. I called Chase on XX/XX/XXXX to follow up on my dispute since my funds had not been posted back to my account. The Chase representative I spoke to did not see a dispute on file for me. I started to ask more questions and discovered that the person I first spoke to XXXX not have been from Chase. A claim was filed with the real Chase representative, and I was provided a XXXX XXXX XXXX XXXX XXXX account. By XX/XX/XXXX my claim was denied, and the provisional credit was withdrawn from my account. This left me with a negative balance, over a holiday weekend, while I was working out of town, and staying in a hotel. 
I called again XX/XX/XXXX with my sister on the line to see if I could get my claim re-reviewed and spoke to several people at Chase ( XXXX people to be exact ). One of the people we spoke to was a Supervisor in the Call Center ( 3rd person ). She was able to confirm that the {$680.00} that was moved from my XXXX account in order to have {$1300.00} available in my Checking account, was done through XXXX Chase by Phone service. She confirmed the transfer was done on XX/XX/XXXX at XXXX ET ( XXXX PST ). Note, this is two minutes before I received the text message about the XXXX payment. We asked how this could have been done and what information was required to use the Chase by Phone feature. The XXXX said to access the Chase by Phone you need the account holders card number and pin, account number and password, or the userID and password. She could not tell us what information was used to access my account or what phone number called in to the " Chase by Phone '' system. She was able to confirm that I had never used the service before and removed the access to the service for me per my request. 
I have spent several hours on the phone with Chase over this. I have been given the runaround several times their employees, been provided misinformation, have been hung up on, laughed at, talked to rudely, disregarded, and told that yes there is fraud on your account but there is nothing we are going to do about it. It seems that because this was done through XXXX ( a service provided by Chase ) that everyone at Chase washes their hand of their customer regardless of the situation. Someone got into my account without my permission, moved my money from my XXXX account to my Checking fraudulently, then called me impersonating a Chase representative. I was not being careless with my account ; I thought my bank ( Chase ) caught fraud and was trying to help me. As it turns out, Chase is the only XXXX not trying to help me with the fraud on my account. 
I was directed to ask my home branch to credit me when the XXXX Department refused to help me and the XXXX representatives said, XXXX that would hurt our branch so thats not going to happen. After visiting the branch, a few days later I received a call from a Chase representative from the XXXX XXXX XXXX who asked me to send her a letter with all of the detailed information I had to reconsider my claim and I would get a call back in XXXX business days. I completed the letter and brought it into the Chase branch as instructed and had a teller send the letter via fax with the complaint ID included. No contact from Chase was received after this letter was sent.

Company response to consumer: Closed with explanation