Consumer complaint received 2023-05-25
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
To : Federal Reserve Bank of New York XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX Email : XXXX Subject : This is an official request for assistance to solve problem with Chase bank Dear Sir/Madam , My name is XXXX XXXX ; a client of Chase bank. 
I am writing to bring to your attention an issue I recently experienced with my funds being transferred to a fraudulent and illegal destination under the name of XXXX XXXX XXXX XXXX XXXX XXXX  The person responsible is XXXX XXXX, and I have lost XXXX USD as a result. 
I am writing to you after i failed to solve this issue with my bank I am writing this letter for you to help me to dispute the recent denial of refunds for multiple transactions from my account XXXX with Chase Bank XXXX The transactions, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for amounts of XXXX, XXXX, XXXX, and XXXX respectively, were authorized by me and I have been informed that they have been blocked by receiving bank due to fraudulent activity. 
I request the Federal Reserve Bank of New York to look into this matter and to assist me in getting a full refund for these transactions. I would like to bring to your attention that I did not engage in any fraudulent activity and I have been a responsible account holder with Chase Bank. I was informed by Chase Bank that the debits have been denied by the receiving bank and the funds can not be recovered for return. The account has been blocked for fraudulent activity and the case has been closed. I strongly disagree with this decision and request a refund for the mentioned transactions I am providing you with the transaction reference numbers and XXXX XXXX for your records : XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX I believe that if Chase Bank had followed its own terms and services, as outlined in the online privacy policy, this situation could have been avoided. 
I would like to remind you of your own terms and services, which state that a transfer of that amount should have been a red flag and warrant a call to inform me of any suspicious activity. Despite being a loyal customer of Chase Bank for a long time, I did not receive any warnings or calls, and only received an email confirmation of an investigation on XX/XX/XXXX with reference number XXXX. 
I have been frustrated by the lack of communication and updates on my case, even after faxing the request on the same day. This lack of customer care is concerning, and I hope that Chase Bank will assume responsibility for its mistake and act promptly to resolve this issue. I would like to request a full refund of my lost amount of XXXX USD. 
I have had the deepest trust in Chase Bank, but if this issue is not resolved, I may have to take the initiative to bring it to the attention of The OCC and The US Department of the Treasury for failure to protect and communicate with clients. 
I would appreciate your prompt attention to this matter and I look forward to your response. I hope to continue as a client of Chase Bank and receive the services I deserve. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Attached are letters I sent to Chase bank To : Chase Bank XXXX XXXX XXXX XXXX XXXX NY Subject : Official request for a refund Sir/Madam My name is XXXX XXXX ; I am a client of your bank and I am writing to you raise your awareness regarding an issue that I had lately with my funds which have been transferred to some fraudulent and illegal destination known under the name of XXXX XXXX XXXX XXXX XXXX. The persons name is XXXX XXXX. In total I lost XXXX out of my pocket, this unfortunate even happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXX XXXX  ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
On XX/XX/XXXX. I received an email confirmation from you that you had started working on my case with the reference number : XXXX. I was told to fax the request which I did on the same day, I requested an update regarding my case but got no response from your side, even though all reasonable time frame has already gone by, All this lack of communication is very discouraging, I have been a loyal customer of Chase bank, but I am left to feel that I do not deserve any customer care or attention from you, first of all how come the bank that I have been using for so long did not warn me about these kinds of situations and secondly, even after giving me a reference number, you are avoiding communication with me and refusing to update me about what stage the investigation is at. 
I had the deepest trust in Chase Bank and I hope that you will not shift liability, and assume the consequences of your mistake. I want to stay your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without me taking the initiative to go to The OCC and The US Department of the Treasury complaining about your failure to protect your clients and neglecting them in communication. So, I am still asking you to refund my full lost amount of XXXX. 
Sincerely, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX To : CHASE BANK. 
XXXX XXXX XXXXXXXX XXXX XXXX, NY Subject : This is an official request of a charge back Sir/Madam My name is XXXX XXXX , I am a client of your bank and I am writing to you to raise your awareness regarding an issue that I lately had with my funds which have been transferred to some fraudulent and illegal destination XXXX XXXX XXXX XXXX XXXX The person 's name is XXXX XXXX. In total I lost XXXX USD out of my pocket. This unfortunate event happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) Let me explain in detail how everything happened : At first, I was contacted by XXXX on XXXX she introduced herself as an investor and trader, she showed me some of the basics of what she was doing and how she was earning passive income, by lies and manipulation she convinced me to invest and after that she enrolled me into a seven day pledge, all I had to do was put in some amount and after that my investments would double. She made me transfer my funds from my bank to XXXX and from there to their wallet address on XXXX. The reason why I am coming to you with a request to refund the full amount is because. You claim to collect information about your customers and monitor their transactions. 
I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXX XXXX ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
Because of this I feel very discouraged and lost. My financial situation is in ruins. And most importantly I feel betrayed. How come the bank that I have been using for so long did not inform me of these kinds of situations. 
Thats why I am coming to you with this OFFICIAL REQUEST TO REFUND my full amount, XXXX Either you claim it from the beneficiary bank where you allowed my money to go or you reimburse me from your own pool, because as a bank you are responsible to protect your clients funds. I hope that you will not shift liability, and you assume the consequences of your mistake. I want to stay with your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without taking the initiative to go to your regulator complaining about your failure in the protection of your clients. Looking forward to hearing from you a positive response. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Second letter -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To : Chase Bank XXXX XXXX XXXXXXXX XXXX XXXX, NY Subject : Official request for a refund Sir/Madam, On XX/XX/XXXX I sent you a letter stating my case about being defrauded, but I still have not received a response from you even regarding that all reasonable time frame is over already. I would kindly ask you to let me know what stage my case is. 
Please, contact me as soon as possible. 
Best regards, To : Federal Reserve Bank of New York XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX Email : XXXX Subject : This is an official request for assistance to solve problem with Chase bank Dear Sir/Madam , My name is XXXX XXXX ; a client of Chase bank. 
I am writing to bring to your attention an issue I recently experienced with my funds being transferred to a fraudulent and illegal destination under the name of XXXX XXXX XXXX XXXX XXXX XXXX The person responsible is XXXX XXXX, and I have lost XXXX USD as a result. 
I am writing to you after i failed to solve this issue with my bank I am writing this letter for you to help me to dispute the recent denial of refunds for multiple transactions from my account XXXX with Chase Bank XXXX The transactions, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for amounts of XXXX, XXXX, XXXX, and XXXX respectively, were authorized by me and I have been informed that they have been blocked by receiving bank due to fraudulent activity. 
I request the Federal Reserve Bank of New York to look into this matter and to assist me in getting a full refund for these transactions. I would like to bring to your attention that I did not engage in any fraudulent activity and I have been a responsible account holder with Chase Bank. I was informed by Chase Bank that the debits have been denied by the receiving bank and the funds can not be recovered for return. The account has been blocked for fraudulent activity and the case has been closed. I strongly disagree with this decision and request a refund for the mentioned transactions I am providing you with the transaction reference numbers and XXXX XXXX for your records : XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX I believe that if Chase Bank had followed its own terms and services, as outlined in the online privacy policy, this situation could have been avoided. 
I would like to remind you of your own terms and services, which state that a transfer of that amount should have been a red flag and warrant a call to inform me of any suspicious activity. Despite being a loyal customer of Chase Bank for a long time, I did not receive any warnings or calls, and only received an email confirmation of an investigation on XX/XX/XXXX with reference number XXXX. 
I have been frustrated by the lack of communication and updates on my case, even after faxing the request on the same day. This lack of customer care is concerning, and I hope that Chase Bank will assume responsibility for its mistake and act promptly to resolve this issue. I would like to request a full refund of my lost amount of XXXX USD. 
I have had the deepest trust in Chase Bank, but if this issue is not resolved, I may have to take the initiative to bring it to the attention of The OCC and The US Department of the Treasury for failure to protect and communicate with clients. 
I would appreciate your prompt attention to this matter and I look forward to your response. I hope to continue as a client of Chase Bank and receive the services I deserve. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Attached are letters I sent to Chase bank To : Chase Bank XXXX XXXXXXXX XXXX XXXX XXXX NY Subject : Official request for a refund Sir/Madam My name is XXXX XXXX ; I am a client of your bank and I am writing to you raise your awareness regarding an issue that I had lately with my funds which have been transferred to some fraudulent and illegal destination known under the name of XXXX XXXX XXXX XXXX XXXX The persons name is XXXX XXXX. In total I lost XXXX out of my pocket, this unfortunate even happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXX XXXX  ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
On XX/XX/XXXX. I received an email confirmation from you that you had started working on my case with the reference number : XXXX. I was told to fax the request which I did on the same day, I requested an update regarding my case but got no response from your side, even though all reasonable time frame has already gone by, All this lack of communication is very discouraging, I have been a loyal customer of Chase bank, but I am left to feel that I do not deserve any customer care or attention from you, first of all how come the bank that I have been using for so long did not warn me about these kinds of situations and secondly, even after giving me a reference number, you are avoiding communication with me and refusing to update me about what stage the investigation is at. 
I had the deepest trust in Chase Bank and I hope that you will not shift liability, and assume the consequences of your mistake. I want to stay your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without me taking the initiative to go to The OCC and The US Department of the Treasury complaining about your failure to protect your clients and neglecting them in communication. So, I am still asking you to refund my full lost amount of XXXX. 
Sincerely, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX To : CHASE BANK. 
XXXX XXXX XXXXXXXX XXXX XXXX, NY Subject : This is an official request of a charge back Sir/Madam My name is XXXX XXXX , I am a client of your bank and I am writing to you to raise your awareness regarding an issue that I lately had with my funds which have been transferred to some fraudulent and illegal destination XXXX XXXX XXXX XXXX XXXX. The person 's name is XXXX XXXX. In total I lost XXXX USD out of my pocket. This unfortunate event happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) Let me explain in detail how everything happened : At first, I was contacted by XXXX on XXXX she introduced herself as an investor and trader, she showed me some of the basics of what she was doing and how she was earning passive income, by lies and manipulation she convinced me to invest and after that she enrolled me into a seven day pledge, all I had to do was put in some amount and after that my investments would double. She made me transfer my funds from my bank to XXXX and from there to their wallet address on XXXX. The reason why I am coming to you with a request to refund the full amount is because. You claim to collect information about your customers and monitor their transactions. 
I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXXXXXX XXXXy ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
Because of this I feel very discouraged and lost. My financial situation is in ruins. And most importantly I feel betrayed. How come the bank that I have been using for so long did not inform me of these kinds of situations. 
Thats why I am coming to you with this OFFICIAL REQUEST TO REFUND my full amount, XXXX Either you claim it from the beneficiary bank where you allowed my money to go or you reimburse me from your own pool, because as a bank you are responsible to protect your clients funds. I hope that you will not shift liability, and you assume the consequences of your mistake. I want to stay with your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without taking the initiative to go to your regulator complaining about your failure in the protection of your clients. Looking forward to hearing from you a positive response. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Second letter -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To : Chase Bank XXXX XXXX XXXX XXXX XXXX, NY Subject : Official request for a refund Sir/Madam, On XX/XX/XXXX I sent you a letter stating my case about being defrauded, but I still have not received a response from you even regarding that all reasonable time frame is over already. I would kindly ask you to let me know what stage my case is. 
Please, contact me as soon as possible. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX : XXXX has been closed. I strongly disagree with this decision and request a refund for the mentioned transactions I am providing you with the transaction reference numbers and XXXX XXXX for your records : XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX XX/XX/XXXX, XXXX, Transaction Reference Number XXXX, XXXX XXXX XXXX I believe that if Chase Bank had followed its own terms and services, as outlined in the online privacy policy, this situation could have been avoided. 
I would like to remind you of your own terms and services, which state that a transfer of that amount should have been a red flag and warrant a call to inform me of any suspicious activity. Despite being a loyal customer of Chase Bank for a long time, I did not receive any warnings or calls, and only received an email confirmation of an investigation on XX/XX/XXXX with reference number XXXX. 
I have been frustrated by the lack of communication and updates on my case, even after faxing the request on the same day. This lack of customer care is concerning, and I hope that Chase Bank will assume responsibility for its mistake and act promptly to resolve this issue. I would like to request a full refund of my lost amount of XXXX USD. 
I have had the deepest trust in Chase Bank, but if this issue is not resolved, I may have to take the initiative to bring it to the attention of The OCC and The US Department of the Treasury for failure to protect and communicate with clients. 
I would appreciate your prompt attention to this matter and I look forward to your response. I hope to continue as a client of Chase Bank and receive the services I deserve. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Attached are letters I sent to Chase bank To : Chase Bank XXXX XXXX XXXXXXXX XXXX XXXX NY Subject : Official request for a refund Sir/Madam My name is XXXX XXXX ; I am a client of your bank and I am writing to you raise your awareness regarding an issue that I had lately with my funds which have been transferred to some fraudulent and illegal destination known under the name of XXXX XXXX XXXX XXXX XXXX  The persons name is XXXX XXXX. In total I lost XXXX out of my pocket, this unfortunate even happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXX XXXX  ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
On XX/XX/XXXX. I received an email confirmation from you that you had started working on my case with the reference number : XXXX. I was told to fax the request which I did on the same day, I requested an update regarding my case but got no response from your side, even though all reasonable time frame has already gone by, All this lack of communication is very discouraging, I have been a loyal customer of Chase bank, but I am left to feel that I do not deserve any customer care or attention from you, first of all how come the bank that I have been using for so long did not warn me about these kinds of situations and secondly, even after giving me a reference number, you are avoiding communication with me and refusing to update me about what stage the investigation is at. 
I had the deepest trust in Chase Bank and I hope that you will not shift liability, and assume the consequences of your mistake. I want to stay your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without me taking the initiative to go to The OCC and The US Department of the Treasury complaining about your failure to protect your clients and neglecting them in communication. So, I am still asking you to refund my full lost amount of XXXX. 
Sincerely, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX To : CHASE BANK. 
XXXX XXXX XXXXXXXX XXXX XXXX NY Subject : This is an official request of a charge back Sir/Madam My name is XXXX XXXX , I am a client of your bank and I am writing to you to raise your awareness regarding an issue that I lately had with my funds which have been transferred to some fraudulent and illegal destination XXXX XXXX XXXX XXXX XXXX The person 's name is XXXX XXXX. In total I lost XXXX USD out of my pocket. This unfortunate event happened on XX/XX/XXXX. 

( I have more pictures and statements but for now these images should be enough to get my point across ) Let me explain in detail how everything happened : At first, I was contacted by XXXX on XXXX she introduced herself as an investor and trader, she showed me some of the basics of what she was doing and how she was earning passive income, by lies and manipulation she convinced me to invest and after that she enrolled me into a seven day pledge, all I had to do was put in some amount and after that my investments would double. She made me transfer my funds from my bank to XXXX and from there to their wallet address on XXXX. The reason why I am coming to you with a request to refund the full amount is because. You claim to collect information about your customers and monitor their transactions. 
I want to point your attention to your own terms and services found on the link ( XXXX XXXX XXXX XXXX ) If you had followed your own terms you would have known that a transfer of that quantity was a first for me. And you would also know that before this incident I have never made any transfers to XXXX, all of these factors should have arisen suspicion on your side, if you had acted at a correct time and gave me a call to inform me of such fraudulent activities this situation could have been avoided. But No, I received no warnings from you. 
Because of this I feel very discouraged and lost. My financial situation is in ruins. And most importantly I feel betrayed. How come the bank that I have been using for so long did not inform me of these kinds of situations. 
Thats why I am coming to you with this OFFICIAL REQUEST TO REFUND my full amount, XXXX Either you claim it from the beneficiary bank where you allowed my money to go or you reimburse me from your own pool, because as a bank you are responsible to protect your clients funds. I hope that you will not shift liability, and you assume the consequences of your mistake. I want to stay with your client for longer and keep receiving your services but for this you have to show maturity and act to resolve this issue without taking the initiative to go to your regulator complaining about your failure in the protection of your clients. Looking forward to hearing from you a positive response. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX Second letter -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To : Chase Bank XXXX XXXXXXXX XXXX XXXX XXXX NY Subject : Official request for a refund Sir/Madam, On XX/XX/XXXX I sent you a letter stating my case about being defrauded, but I still have not received a response from you even regarding that all reasonable time frame is over already. I would kindly ask you to let me know what stage my case is. 
Please, contact me as soon as possible. 
Best regards, XX/XX/XXXX XXXX XXXX XXXX XXXX Email : XXXX XXXX XXXX XXXX XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation