Consumer complaint received 2022-07-29
Company: JPMORGAN CHASE & CO.
State: KY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Thursday XX/XX/XXXX, I received a text from a ( XXXX ) XXXX saying " thanks for setting up a XXXX account '' I didn't notice this text until after my second text from same number stating- " CHASE BANK | Did you attempt to use your card for {$850.00} at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Today reply YES or reply NO. msg & date rates apply. '' I replied no. Shortly after replying no, I get a phone call from an ( XXXX ) XXXX number. Any number I don't recognize I screen and wait for a voicemail so I can verify if I need to call the number back. They did not leave a XXXX so I didn't call back. I get another phone call and assume my bank is trying to contact me and I need to pick up because something odd is going on. I answer the phone a male answers saying his name is XXXX and he's calling from the fraud department of chase bank and is calling to verify if I made a purchase at supposed " oil company '' in FL like the text that I received states. I told him no and that I already replied no on the text. he apologized that this is happening to me and said a lot of people are getting hacked right now and we need to create a new account to protect my money. He said well have to move my money through XXXX. I told him I have no idea what XXXX is, I don't have that and don't know how to use it, he said no worries, XXXX is linked to your account already and I can walk you through it. After a series of questions to " verify '' my account he said my account must be under surveillance for at least 24 hours to watch for activity before we move on. He said we will call back at XXXX tomorrow to process my new account XX/XX/XXXX at XXXX he calls back and that's when he wires {$2000.00} to himself little did I know. My account had a set limit of XXXX and I couldn't do anything else, he said you'll have to call us back on tuesday when we're back open for business after the holiday and recreate new log ins and get me back into my new account. He said all money will be in this new account and will be transferred back over immediately. When I called Chase on tuesday they informed me that unfortunately that wasn't them, it was actually a scammer and they took {$2000.00} from me and I have to create a claim and a new account. I filed a claim with the guy from the claims department of chase. The male I spoke with was extremely rude with me on the phone and didn't show any compassion for my situation. He made the entire process worse. He then transfers me to a lady in another department to create my account number, new log ins, a verbal password, how to handle my identity theft issue since they also received that info. When being switched over to her, out of pure protection for my self, I asked her if she was with Chase bank, She replied very XXXX and mockingly, " did you or did you not call Chase bank yourself '' I replied " yes ma'am, I did but for my protection, I'm asking you if you're an employer for this - '' she cut me off and stated again. " Did you or did you not call chase bank yourself? if so, then you're still speaking with chase, so did you or did you not? '' After her rude remark I just said okay can we just get this over with because at that point I felt I was being bullied not once, but now twice by another employee and this company obviously doesn't care about me or my situation. 
She then credited my account the {$2000.00} and said this money can be removed if they deny my claim. I asked her why would it be denied since I was a victim of fraud. She was silent for a total of almost 2 minutes, I replied " hello? why would I not get this back? '' She explained that I have a 50 % shot of getting my money back, chase bank will investigate the number from XXXX and track it to " XXXX '' to retrieve money back. I thought to myself, well chase bank is an INSURED BANK, surly I would get my money back since anyone else who has been a victim of fraud has gotten their money back...?? I didn't want to ask her anymore questions, I just wanted off the phone because no matter what I said or asked she would just down play the situation or act like this wasn't a big deal and I was just an annoyance to her. 
I transferred this amount into my savings so nothing would happen to the {$2000.00} incase for some crazy reason they deny the claim. On Wednesday XX/XX/XXXX they removed this money from my account WITHOUT notice. I received no mail, no text, nor a phone call regarding this claim, I never got any updates from them either. Today ( XX/XX/XXXX ) at XXXX I received an email saying " We have an update on your claim, when I clicked the link it just took me to my online account of checking and saving. I had to search for several minutes just to find any letters at all. I finally found the tab of " news letters '' under 3 other different tabs that I had to click JUST to find this info. I found the letter that they sent 7 days before removing this money. I don't understand why there's such a lack of communication, compassion, and secrets? Why hide this letter so far into your customers account that no one even gets a notification or an EMAIL about the notification. The only reason I got this email is because is spent XXXX hours on the phone with Chase bank yesterday ( XX/XX/XXXX ) complaining about how awful this company is and that they never sent me ANY information. Whats even more crazy is that they never ONCE told me where I could find any news letters that they might send to me. No one from the local branch, online, fraud department, claims department or headquarters EVER explained how to find this info. 

on ( XX/XX/XXXX ) I called the company after noticing that my account was NEGATIVE $ XXXX because of the " Reversal ' of the {$2000.00} that was stolen from me. I was yet again transferred to another representative that explained why the claim was denied since I never received any information that I knew of. She proceeded to tell me that the transaction was authorized and the transaction was through XXXX so therefore we denied the claim. I was DEVASTATED, how can this company DENY the FRUAD that happened to me??? Not the mention the COUNTLESS amount of others who have gone through this. 
She told me that there's nothing I can do with this claim anymore. She recommended that I call XXXX since this took place through XXXX, even though it was on my Chase bank account App or I could write a letter to Chase and send it to the claims department po box so they could reopen the claim and look further into this issue. I went ahead a filed a police report just to have proof this wasn't me because they don't believe im telling the truth. In order to have this claim reopen I have to have documents proving it wasn't me even though the address to where the money went is in FL and they even shared that information with me when I first filed the claim. The guy asked, did you spend this money in Fl, are you in Fl right now? Do you live in Fl. I replied no for all questions. 

When I try to contact XXXX, they don't even pick up. They just tell you to contact your bank. Ive XXXX  the fraud number for XXXX and their website says there's no fraud protection with XXXX. So I XXXX  who OWNS XXXX, turns out its the 7 most biggest banks in XXXX and Chase is one of them! How can this company who OWNS XXXX, not return my money to me?? This is absurd!! 

After more research about the Federal Law Regulation XXXX I decided to reach out to every company I can to send in complaints on this fraudulent company. They can't keep doing this to the American people. I have found COUNTLESS articles online about people who have unfortunately been scammed the same way I have!! The people who are being scammed are the same people who have bank accounts with the banks that OWNS XXXX!!! The most common scams are from XXXX  XXXX XXXX, XXXX XXXX and Chase banks. The ONLY bank who isn't giving money back to their customers and saying oh well, and " we will never send you a code if we call you '' is CHASE BANK. XXXX  XXXX XXXX, and XXXX XXXX customers have received their money back but Chase bank REFUSES. I will attach several links of news articles of people getting scammed from Chase. The people who bank with Chase went to their local news station to spread the word about Chase ended up getting their money back AFTER the stories aired. I Have SEVERAL news reporters from different states gathering my story with Chase so that the word can spread the word about this scam and how to avoid it. I hope my story will protect others of their hard earned money that Chase is stealing. 

Cited Sources Below : By : XXXX XXXX and XXXX XXXX " Chase customer loses total of {$7000.00} in XXXX scam : Here 's what you need to know '' Posted on Friday, XX/XX/XXXX XXXX XXXX XXXXXXXX By : XXXX XXXX XXXX Chase Bank reimburses man {$12000.00} he lost in scam after XXXX inquiry '' Posted at XXXX AM, XXXX XXXX, XXXX and last updated XXXX AM, XX/XX/XXXX https : XXXX ByJennifer Surane " US Senators Seek Crackdown on XXXX Amid Complaints of Fraud '' XX/XX/XXXX, XXXX PM XXXX XXXX : XXXX Author : XXXX XXXX ( XXXX ) " XXXX XXXX had {$23000.00} stolen through XXXX payment app scam '' Published XXXX XXXX PM XXXX XX/XX/XXXX, XXXX : XXXX PM XXXX XX/XX/XXXX https : XXXX By XXXX XXXX and XXXX XXXX Published XX/XX/XXXX Updated XX/XX/XXXX " When Customers Say Their Money Was Stolen on XXXX, Banks Often Refuse to Pay Federal law requires banks to reimburse customers for unauthorized electronic transfers, but they often refuse, stranding victims. XXXX XXXX XXXX XXXXXXXX I have attached XXXX pictures below. 
One is the police report, one is the text from scammer with XXXX, XXXX is my letter that I got from chase. The first XXXX sent on XX/XX/XXXX was never notified to me. I didn't receive the same email that I received today ( XX/XX/XXXX ) notifying me of this denial like I did on the XXXX. The lady pic is the screen shot of the email that I received today regarding the " notification on the update for my claim ''

Company response to consumer: Closed with monetary relief