Consumer complaint received 2022-12-06
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX around XXXX XXXX  I received a phone call from someone who said he was a XXXX technician who apparently was at my home address to disconnect my services. Few weeks ago I received a final notice from XXXX about my bill, but I was able to push my payment a few weeks farther. I said that I fixed the situation and the person told me that he was " just a technician and if I need an assistant I have to call the office by the number '' he provided. 

The phone number provided by the " technician '', who came to turn off my service was XXXX XXXX XXXX Extension XXXX. 

When I called the number the person who picked up said that I was calling XXXX and I am on the recorded line. He said my balance was {$490.00} and due to no payment received they started turn off process ( I remember owning a bit over {$300.00}, but thought that this is updated amount after few weeks ). He told me to stop disconnection I either have to go to physical XXXX location with personal check for this amount or I need to send XXXX to the manager handling the case. When I asked why I can't pay by card which they have in the system, he said that the process for disconnection is active and now different department handling this case, so this is the only payments they accepting at the moment. He told me if I will decide to go in person to pay my bill, unfortunately at the moment they will need to disconnect my electricity and because it's Friday, it will take 2 business days to reactivate my services, so if I want to resolve the problem now, I have to send XXXX payment to the manager. 

The " representative '' asked me to XXXX {$490.00}, using XXXX payment code which he asked me to put in memo XXXX Manager- was a recipient. 

Then he said there was a mistake and he apologized. I needed to put space between XXXX and XXXX, because they don't see the transaction ( I do not use XXXX that often, so I do not know how it works ). But so the transaction would go through, I need to round up the amount to {$490.00}. I said it was his mistake that he didn't give me correct instructions. He said that this is my refund number XXXX for {$490.00}, which I will receive in 2-3 business days. 

After this transaction he confirmed it went through and then he asked to send another {$1000.00} to get a confirmation number and to make sure my services will be reconnected for me. He also said that this is only a deposit and it will be refunded to me by the end of the day. I asked him : " since when is XXXX asks for any deposit and that I don't feel comfortable to send such money via XXXX. '' The " representative '' got rude and he told me that if I want the service to be up and running this is my decision to do it right now or go directly to the XXXX office. I was at work busy, on the phone with this person for like XXXX min, I had to be back to work and wanted to finish this conversation and fix the issue as soon as possible. The person on the phone started to put pressure on me. Then I asked him to give me my account number. He said XXXX ( I didn't have a bill with me with all the information, so I couldn't check ). I also asked to repeat his name and give me his employee ID #. He said his name is XXXX XXXX and XXXX, his employee number. He repeated that I am on a recorded line and that I do not need to worry and this is only the procedure they normally do. 

I send another {$1000.00}. He said he didn't receive anything and asked me to retry but this time {$1000.00}. Of course it didn't go through as I sent all my money at this point. 

I was so overwhelmed and couldn't think straight. He was asking me if I have another bank account and this is when it got super weird. I asked him to repeat my refund number which he gave me earlier and he couldn't repeat it ( but before he really took his time making sure I wrote all the rest of the information correct ; he even spelled his name and employee number a few times, when I didn't write it down correctly ). 

He said to call tomorrow morning to XXXX ext XXXX at XXXX XXXX  or if I can't call that earlier than dial XXXX XXXX XXXX. 

He also provided a reference number XXXX to open a petition for refund. 

I was so lost and felt so sad as I just paid money which I technically didn't have ( I had to transfer it from my business account ; this was money for my business rent, which I needed to pay today, XX/XX/XXXX ). I was busy with clients until XXXX XXXX. In between, I asked my husband to check a bill and send me the account number which was written on the bill. Then I saw that the number was different from the one the person on the phone provided me. What is the coincidence that the amount they asked me to pay was close to the one I owned and that I really received final notice a few weeks ago. That's when I realized it was a scam. I called immediately to my bank to dispute those charges ( they still were pending on my account ). 

At this point ( 3 days after ), I spoke several times on the phone with my bank, I spoke to a representative in person in the nearest bank and I spoke on the phone with XXXX as well as filled the scam report with them. All the institutions told me that the inquiry can not be resolved and that I lost my money. But is't the consumer relationship with the bank should be build on trust? Can I trust my money to any financial institution if they can't protect them? 

I really hope you will be able to transfer me to the person who can handle this case and actually help me to return my money. Thank you! 

Sincerely,

Company response to consumer: Closed with explanation