Consumer complaint received 2022-07-13
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, upon using our computer, we received an error message stating that there was unauthorized use of our computer by others, despite having XXXX XXXX as a virus protection application. The error message instructed us to call a number to review the unauthorized use. The company we called with that number was XXXX XXXX XXXX and the number was XXXX. They proceeded to show me the unauthorized use coming from two foreign countries. They did state that my computer was not hacked but that my IP address was being used. They also offered several different virus packages covering 1, 3 or 5 years. I chose the three year offer and paid {$1000.00}. They also fixed an issue I had with my printer. XXXX XXXX also stated that I needed to call every XXXX of the month to update my virus protection. 
On XX/XX/XXXX, we were trying to print out a document but were unable to do so. Since XXXX XXXX was able to fix my printer issues before, I called them to assist me with this. Upon calling the number given, I was told that I was due a refund because the company had a contract with XXXX XXXX that had lapsed and that XXXX XXXX was not able to do business in the XXXX. They asked me to send an email to commemorate the refund request. This was sent to the company as well as the XXXX, XXXX  and another company. When I sent the email, XXXX XXXX altered the email so that it looked like I requested {$40000.00} more than the amount paid initially ( {$1000.00} ). Because XXXX XXXX was controlling what I could see, it appeared that my Chase Account received the extra {$40000.00}. Because it looked like I made the mistake XXXX XXXX asked me not to contact Chase or anyone else until this was cleared up. The agent I was talking to about the error called himself XXXX XXXX and used the number XXXX. 
XXXX asked me to send XXXX back to them but I refused, so he had me send the over refunded amount to a Chase bank in California. The account number is XXXX XXXX XXXX with an XXXX  number of XXXX XXXX XXXX. Because they had control of my computer, they filled out the wire transfer foe the {$40000.00} to the Chase CA account. The name on the account was XXXX XXXX. They also used my Chase account to send another wire on XX/XX/XXXX of {$22000.00}. They sent this wire without my knowledge. 
I contacted Chase when I became suspicious on XX/XX/XXXX as XXXX kept trying to tell me that the first wire did not go through to the Chase CA account. On XX/XX/XXXX, Chase changed my account number to stop the fraud being perpetrated on me. The Chase employees did tell me that there was a lot of this type of fraud going on. They also said that the wire on the XXXX looked odd and talked amongst themselves but did not contact me about their concerns. 
I filed a police report with the XXXX XXXX police department. The case number is XXXX. I have not heard anything from them since then. 
I have also filed a complaint with the XXXX XXXX XXXX, # XXXX. I received a call from Chase stating that since the wires were authorized by be, they could not do anything. This was also the response when I went to Chase to change my account number. 
I was told by one Chase employee that when the first wire was sent, since the amount was large and the receiver was odd, that Chase had marked the receiver account for Fraud. I was told that Chase later blocked the account, but that Chase still could not help me. 
I do have several IMs from XXXX when he couldnt reach me on the phone. Several of them were after the XXXX when I stopped communicating with him.

Company response to consumer: Closed with explanation