Consumer complaint received 2023-03-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On Saturday, XX/XX/XXXX around XXXXXXXX XXXX  I received a phone call that came up on my cell phone as " XXXX '' from phone number : XXXX. I answered the call b/c it did not come up as " potential spam. '' I recognized the name of the utility company in XXXX XXXX, where I used to live. I anticipated it was about a bill and that I would be able to tell them, I don't live in XXXX XXXX anymore. As I suspected, it was about a utility bill. The person on the phone told me my electric would be turned off if I didn't make a payment. I told them that I don't live in XXXX XXXX anymore, they told me they owned my current utility company in CA. I was confused but I took it to be true, they said they needed a payment or the electric would be turned off. I told them I would have received notices about this. They said they sent them. I told them I had it on auto pay. They said that the auto pay didn't go through. I recalled my spouse having an issue with auto pay set up so I thought it had something to do with that. I attempted to get my spouse on the phone but was unable to. I was leaving to go on vacation the following day and couldn't have my kids not have power while I was gone. In a fluster, I told the person over the phone that I would pay the money, approx {$210.00}. They took my debit card and then said it didn't go through b/c it's a Saturday and they had a technician in the area disconnecting my power right now, it had to be paid w/ XXXX or XXXX XXXX. They put me on the phone w/ a supervisor named " XXXX XXXX XXXX so called badge number " XXXX ''. He said to type in " XXXX '' code into XXXX, he said it was not a phone number. I told him I didn't think seemed legit. He said he could lose his job if it's not legit, he assured me that was his managers information " XXXX XXXX ''. And in fact when I added the number to XXXX XXXX XXXX the name " XXXX '' came up. Again, very flustered I started to set up a XXXX payment. It went through as " pending '' he said he can not accept a pending payment. While I was doing this, I scrolled through weeks of transactions in my account and saw my electric bill was paid on XXXX! I said this to him, and he apologized saying he made a mistake I never had to pay a bill and he told me to type in " override codes '' into the dollar amount to make the last transaction obsolete. He said to type in " XXXX '' and in to the memo section write " this is not a payment this is an override code ''. I trusted him thinking that if this was a scam of some kind that my bank or anyone could see this was not a payment and not intended as a payment. Of course I saw {$770.00} come out of my account instantly and I flipped out. He hung up on my and I called Chase immediately to complain about this. I was informed by the recovery/ fraud department that there's nothing they can do, that XXXX is for friends and family only, and that b/c it's an instant payment they can not reverse it! I was appalled! They said bc I authorized it, they couldn't do anything. I told them authorization by fraud isn't authorization and especially the second amount of {$770.00} they could see it wasn't intended to be a money transfer.

They said they were sorry but can't do anything. Every other product a bank offers has some kind of consumer protection on it, charges could always be disputed, especially if there was fraud. But apparently with XXXX that's not the case, there is no consumer protection that the bank has. I escalated the matter and completed a complaint with Chase that they said would take 10 days to review but not to expect anything b/c they don't cover XXXX problems. I lost {$210.00} plus {$770.00} from my checking account via a scam and Chase won't do anything to help me. I would like Chase to put these funds into my account, especially the {$770.00} because that was an authorized dollar amount by me and they could see that in the memo section. I never thought or intended to send this amount of money to anyone.

I spent 4 hours on XX/XX/XXXX talking with Chase about this matter and didn't get any real resolution. I also filed a complaint with the FBI.

Company response to consumer: Closed with explanation