Consumer complaint received 2022-04-26
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am writing regarding a Scam/Fraud event of XX/XX/2022. 

I received a text message the morning of XX/XX/2022 stating that a check had been flagged for about XXXX, which I did not write. I called the number in the text and was greeted by a man from CHASE. He asked for the case number, identified the amount and the person to whom the check had been written, then told me someone would be calling me immediately from CHASE fraud alerts. The gentleman called me back on the CHASE number, and explained my account had been compromised and that I would have to transfer money over to a new account. He also arranged for a new debit card to be sent to my place of work. I had requested that he sent there, as I was traveling in less than 48 hours. ( Again, he called from the CHASE XXXX number, told me my account number, so I did not question he was from CHASE. I did as I was told. ) He had me on the phone for approximately two hours. He told me he would call me back later that day to continue the transfer, that it had to be done in increments. This made sense to me, because of the alert on the CHASE website regarding limits on transfers. He also told me not to tell anyone about this, as it was between me, him and the feds. 

I called CHASE about an hour after the fraudulent call, concerned that this might not have been legitimate. I was told by the CHASE representative that it was not legitimate. I then proceeded to file a wire fraud report. While processing this, I was disconnected from the representative ( her voice cut out for a minute or two ) and eventually a recorded CHASE survey came on. I called back, and the new representative told me that I would have to change all the details on my online account. I did so, and then she sent me over to wire fraud alerts. There, I was told that the alert had been submitted, but that she could not give me the case number. I was a bit concerned about this, and called back later to obtain it, and I eventually did so after about three calls. The gentleman in questionthe scammerdid call me back at XXXX XXXX  as he said he would. I did not answer. He called me back a number of times after that, all on the same CHASE number. I ignored his calls. At one point, I did call Chase to see if they could patch into the car, in case he called again, but was told if that was a police procedure. I did not have time to file a police report, as I was leaving on a trip. 

One thing I was not ask for when I originally recorded the fraud to CHASE, and that I then provided a week later, including the original phone number that I was asked to call when the check-alert text came in. 

Here is the original text message from the scammer : Here is the original message that led to the scam : CHASE : your check of {$1400.00} to XXXX XXXX has been flagged for security reasons please call us on XXXX or visit your nearest branch. Ref : XXXX I have since communicated with CHASE Bank over their " secure message center. '' All I have received thus far are assurances that my message has been received. I have not received any updates on the status of the case. Today, I noticed one of CHASE 's messages to me ended with the following statement : " You are now able to send a wire transfer to XXXX XXXX. '' " XXXX XXXX '' was the person to whom I was instructed to send the original wire transfer of XXXX. Therefore I was quite alarmed at the inclusion of this passage at the end of the secure message. 

To this end, I called a number provided in the secure message center in an attempt to speak to a representative live. After being transferred to three different representatives, over XXXX minutes, I was told I could only communicate with CHASE 's Wire Fraud Department " through the Secure Message Center, or with a banker. '' Again, I have received no specific updates from the aforementioned Wire Fraud Department. I have only received what seem like standardized replies followed by a disclaimer that this may not be resolved. 

Finally, as mentioned previously, when I reported the fraud to CHASE, I was taken through a process of creating a verbal password that I was assured would be requested in all interactions with CHASE. At no point in any of my multiple conversations today was this password requested. 

This is nearly a quarter of my savings. I certainly hope this can be resolved and the amount of the wire fraud returned to me. 

Thank you so much for your attention and assistance.

Company response to consumer: Closed with explanation