Consumer complaint received 2022-08-19
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I was contacted by someone who said they were calling from Chase Bank Fraud department. They said there had been an attempt to wire {$50.00} XXXX out of my account, he said that the account was now frozen and in order for me to have access to my funds and release the freeze I had to log onto my app and fill out the wire section and put myself as the beneficiary so that the money would be able to come back to me. They provided the account number and the exact dollar amount that was in my account. I was apprehensive about providing information and they said that I could verify they were calling from chase as the number they were calling from would match the phone number on the back of my debit card. I did verify this and it was a match. phone number was XXXX XXXX XXXX. I refused to provide any other personal information which he said he didn't need but that I needed to go onto my Chase app and open the wire transfer section, he said I would receive XXXX codes and to not read them out to him for my privacy and safety. He kept me on hold for almost an hour telling me he was running a scan to make sure that my account could only be accessed from my phone. I got a bad feeling and immediately hung up and called chase fraud myself. I provided the name he provided and his ID number he gave me. He said his name was XXXX XXXX and ID number XXXX. Chase told me this was a fraud and nobody with that name works at Chase. We immediately flagged the wire and opened a claim # XXXX. We then went to the branch and spoke with a banker who advised us the wire was pending and they would try to stop it. The next day I logged into my account to see the wire of {$50.00} XXXX XXXX Dollars had been approved and gone through. I made contact with Chase Claims department daily over the phone and secure message and was given no information. XXXX XXXX reached out to me on XX/XX/XXXX to ask if I had opened an account with them in my name and intended to wire {$50.00} XXXX to that account. I assured them this was not me and to please secure the funds as best they could as it was a fraudulent account and transaction. They told me they would do so providing me with the phone number to the prevention center XXXX XXXX XXXX and a reference number of XXXX and to let Chase know they needed to send a recall for wire fraud to XXXXXXXX XXXX so that we could get our money back. I did this immediately and provided this information to chase claims on XXXX said they were sending us a Packet 43 to fill out and return, we have never received this. On XX/XX/XXXX I went to Chase bank in person to have the banker print out the Affidavit, I signed it and he faxed it back. I have called Chase daily to try and get an update, I am told " they are working on it '' We have had no reassurance that we will recover our money. On XX/XX/XXXX I contacted XXXX XXXX bank again, they informed me they were waiting on Chase bank to initiate contact and to request a recall for the wire fraud, they are not my bank so can not initiate the recall and need chase to make the contact so they have a letter of indemnity on file. I called Chase to find out what the hold up is and they say they are waiting for XXXX XXXX! I'm not sure what to do at this point. It has been almost 3 weeks and we still don't have our money back. I have opened a complaint at the complaints and escalation department at Chase Bank. I am dealing with Precious and contact her on XXXX Ext XXXX My case number is XXXX XXXX. I was advised by her that reporting this to the authorities may help us recover our money. I require that the FBI investigate this fraud and endeavor to trace the perpetrator. Please let me know what further information or documentation you require to help in this case. 
I have been in constant contact with both Chase Bank and XXXX XXXX Bank but am receiving no real assistance. In my latest conversation with XXXX XXXX today, they informed me that they could not disclose to me the identity of the account holder to which the stolen {$50000.00} was wired from my Chase account. They indicated that they could only disclose that information to law enforcement. Clearly this individual is the person who committed the wire fraud and I would request that you urgently contact XXXX XXXX Bank to obtain his identity and possibly apprehend him. Both Banks are doing nothing to return my money and are threatening to close their files.Wells XXXX Bank state that they will only keep the matter open if they are contacted by law enforcement. Can I please make a very urgent appeal that you telephone XXXX XXXX BAnk as soon as possible, as further delay could result in the stolen money being irretrievably lost. The contact details of the person at Chase Bank dealing with the matter are as follows : Name : XXXX XXXX XXXX XXXX XXXX Police report filed XX/XX/XXXX case number XXXX FbI report online on XX/XX/XXXX

Company response to consumer: Closed with explanation