Consumer complaint received 2023-02-16
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/22 while shopping for my daughter before XXXX I received a call from what seemed to be a Chase fraud prevention department regarding a purchase in XXXX in the amount of {$740.00} that didn't go through. It was decline and was it me? I replied " absolutely not '' They said don't worry XXXX XXXX we will cancel and close that debit card and reissue and new one to your current address. And then they told me my address. I said correct please send it here. They then kept me on the line to verify me before sending the debit cards. I received a text to a link that is as follows https : XXXX. It took me to my online banking app portal where my face recognized me on my device and then gave complete access to this individual. I didn't know it at the time but they then infiltrated my online account as they keep me on hold to " verify '' me. At one point they requested some answers to questions only I would know regarding my identify all while on another call speaking to a Chase bank representative impersonating me. While the Chase representative the scammers were talking to tricked the Chase rep the scammers were then able to get inside my account and started to make large transfers from my personal and savings accounts in the amount of {$120000.00}. I filed numerous claims with Chase and the continue to close my case saying I called them and authorized these wires. In actuality I never made one outgoing call on this particular day. We got a history of my phone calls for this day to prove this. So what happened is they actually spoke to a scammer who they thought was me. They never got ahold of me to confirm these wires were legitimate. They actually acknowledged speaking to " XXXX XXXX '' and this was their grounds for closing the case. There is devastating to me and my family. At one point I was tricked into transferring the money back to the Supervisor of the bank which the scammers had made a recipient in my business account vendor list. Being tricked and shaken and watching my money being transferred around my account in real time and not by me I panicked and did what the representative on the phone requested of me. Never once did it occur to me I wasn't speaking to a actual Chase representative. The number they called from matched the number on the bank of my debit card. And to make matters worst they knew my name, my address and had my direct cell phone number. BTW my cell phone number is the only number I have as a authorized number of my checking accounts. The number the scammers called Chase bank to facilitate and set up these wire transfers were not a authorize number of any accounts of mine. This should have been suspicious to any Chase representative at that very moment and to prevent me being scammed could have easily called me directly to check on this activity and or verify I was in fact doing these wires. That never happened. Im still fighting to get my {$120000.00} back from Chase even though they continue to stand by their statement that they spoke to me and have the call recorded. It's impossible and we have tons of proof and evendence to show I couldn't have called Chase that day because I didn't actually call anyone that day. Also the time the bank rep was talking to " me '' I was on a call with the scammers for over 3 hours.

Company response to consumer: Closed with explanation