Consumer complaint received 2021-09-30
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On Thursday XX/XX/XXXX, I received a text massage. It said " Chase online : we have blocked your access temporarily as we noticed unusual activity. Please immediately visit XXXX within 24 hours ''. I clicked the link and it asked me for my credit card #, debit card #, pin #, username, password, mother 's maiden name, full SSN and date of birth. 
On the following day Friday XX/XX/XXXX, in the afternoon my phone suddenly stopped working. I received an email from XXXX XXXX  saying that my device has been changed. This is when I felt something wasn't right. I opened my Chase app and found out someone has transferred money from my saving account to my checking account for the amount of {$17000.00} and then from my checking account to XXXX XXXX XXXX for the total amount of {$23000.00}. 
In my Chase app security center, I can see that person was using XXXX  XXXX XXXX to make the transaction. 
His activities XX/XX/2021 at XXXX XXXX  XXXX, XXXX XXXX  XXXX, XXXX XXXX  XXXX, XXXX XXXX  ET. 
As soon as I found out, I went to Chase Bank. I talked to teller and she said I have to call customer service to report it which I did using my wife 's XXXX.i also called XXXX XXXX and found out that someone has swapped my XXXX card d was finally able to get my number back. 
On Monday XX/XX/XXXX, I came back to bank to follow up. The banker lady helped me call directly to fraud department. She said I will remain dispute package in XXXX business day. After more than 2 weeks, On Tuesday XX/XX/XXXX, I finally received the letter saying that I need to provide more information such as police report and affidavit of unauthorized signature. The next day on Wednesday XX/XX/XXXX, I went to police station to file a police report. I received my copy of police report on Tuesday XX/XX/XXXX. 
Next day on XX/XX/XXXX, I submit all police report and affidavit at Chase bank. 
After about 2 weeks later, I called Chase claim department to follow up. She said It would take about 90 days. Next week I called again, he said my case has not been reopened. He would send my case to escalation team. Next week I called he said the case is still pending. Next week I called again and still pending. 
On Wednesday XX/XX/XXXX, I got an email from Chase saying my claim has been denied and my account has been closed. On that email also said I may benefited from this fraud. That is not true. 
Next day I called talked to supervisor. She said is denied because I am the one who gave all the information to the scammer. Therefore, I will not get my money back. I told her if I knew this was a scam, I wouldn't have clicked that link. I also told her I reported immediately after I found out there was an unauthorized wire transfer.she said it doesn't matter how long you reported it. You're the one who give the information to scammer. So, basically it's all my fault. I think Chase decision is wrong. Please help! I'm desperate to recover my money.

Company response to consumer: Closed with explanation