Consumer complaint received 2023-03-11
Company: JPMORGAN CHASE & CO.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I was the victim of wire transfer fraud on XX/XX/2023 in the amounts of {$5000.00} to XXXX XXXX ( however, the wire transfer is written out to XXXX XXXX XXXX and Chase Bank did, in fact, release the funds despite the incorrect name on the account ) at XXXX XXXX XXXX  and a within-bank wire transfer to XXXX XXXX in the amount of {$2500.00}. I was reached out to via telephone call by an alleged Chase Representative by the name of " XXXX [ Last name Unknown, starting with XXXX ] from the Chase service number indicated on the back of the card XXXX. This individual discussed the fraudulent charges with me and created a claim for reversal during the call, allegedly. " XXXX '' confirmed my identity and ensured that was calling from Chase by triggering secure messages within the Chase online banking application such that a pop-up from within the application for online banking came up prompting a Yes or No response to the question " are you on the phone currently with our representative? '' ( This may not be the exact wording but to this effect ) before I could continue to see information within my account. This triggers clearance for ongoing internal affairs at Chase Bank, such that the representative could file the claim. 

The representative created the claim and scheduled a call back for the following day, XX/XX/2023 at XXXX PST or XXXX EST. Upon not receiving this phone call follow-up, I called Chase Bank back to which I was told that they had no records of the call. They stated they filed a claim at this point, sent an expedited debit card, locked my online banking, and sent out a forgery packet. They refused to give me any details about what happens next, timings, expectations, or any details. I find this frustrating especially given the fact that one of the transfers was made to another Chase account, meaning they may likely be able to review the details of the transaction. On XX/XX/2023 I filed a police report and again visited a branch location wherein I was told that my claim was denied given that I 'authorized " the transfer. This is untrue and upon telling the branch manager, I was told there is no appeal process or further investigation that may take place. She indicated that a " wire recall ' was enacted and she 'escalated " the case. She called the claims dept with me present and received the same little to no information that I had received and told me to call the claims dept again. I went into the branch again and again received little to no information, the same information as before, however, during the third bank visit, their computer system did indicated that someone had called in under my account on XX/XX/2023 and there bank employees names were listed, per the employee I was working withhowever, none of these workers were people I had spoken with on the day of the occurrence. This supports the notion of social engineering and Chase Banks lack of internal security. 

Each time I reached out bank personnel in person, the employees stated that they had escalated my concerns and that I was supposed to receive calls from the bank that I have yet to receive. I strongly believe there is social engineering at play and someone within Chase Bank is working with a Fraudster to obtain funds, among other personal theories given the sheer amount of information they would've needed to obtain for these transactions to take place. I have made XXXX and the local XXXX XXXX XXXX Police report. Since, I have followed up by making reports with the Federal Trade Commission and the Nevada Attorney General. The funds that were stolen from me were funds from my XXXX student loan remainder after tuition and are the only finances that I currently can live on and Chase Bank doing nothing to inform me of the processes taking or assist me. 

Since this original complaint was written on XX/XX/2023, Chase has done nothing to return my FDIC-insured funds. I have now filed complaints with XXXX XXXX XXXX Police, the FBI XXXX report, The Consumer Financial Protection Bureau ( CFPB ), and The Federal Trade Commission. The CPFB has since closed my primary complaint given that Chase Bank responded following declining my claim stating that I authorized the wire transfers -- this did not occur. I will be making a new complaint to have this investigated deeper since the Bank did not communicate thoroughly, securely, or efficiently with me throughout the process. Examples of this include not receiving promised phone calls, Chase employees and executive team not being consistent in their security or identification protocols, nor did I receive a claim form or affidavit via mail until XX/XX/XXXX during this investigation, despite the letter being dated XX/XX/2023 which may have resulted in a hasty decision being made by Chase Bank. I have had extreme difficulty reaching anyone at the bank nor have I been provided with information that I have requested the few times I have been able to reach them.

Company response to consumer: Closed with explanation