Consumer complaint received 2023-06-15
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2023, I received a call at XXXX from the Chase Customer Service number XXXX, they claimed to be an Account Representative at Chase and I hung up on them ( the fraudsters ). As I looked up the number they were calling from and confirmed it was the Chase number stated above, they called back immediately & said they were calling from Chase bank notifying me that there was fraudulent activity going on in my account. They told me that someone was trying to wire transfer {$35000.00} out of my account & told me that someone had gotten access to my online chase account. After, the fraudsters said they would guide me through a wire reversal ( to retrieve the funds I lost ) asking me for my debit card information which I gave ( did not give my pin number ). They already had all my information ( full name, phone number ) which they read back to me as soon as I got on the phone call ( only information that Chase would have access to ). We ended up getting disconnected which I thought was very strange after I gave them my debit card information ( What I thought was a standard procedure at Chase ). I checked my chase account & saw a wire for {$25000.00} and my heart immediately sank into my stomach. I was extremely shocked by this because I had received no verification or authentication from the bank telling me a wire transfer had even been attempted ( this would be the largest transaction ever on my account since XXXX was my whole life savings ). Chase has my personal phone number, and they should have contacted me immediately before this wire transfer was even allowed to take place, but that did not occur. I tried calling Chase multiple times to set up a swift recall, but Chase did not cooperate with me- continuously transferring me to the wrong department when time was of the essence. This clearly showed negligence and incompetence on Chases end. At this point I thought something very fishy was going on with Chase, so I kept calling but to no avail. Finally, the next morning after trying all night with no success ( due to negligence from Chase 's wire fraud team ) I was able to put in a swift recall at XXXX - the minute that they opened the lines. After this I went to my local Chase branch as soon as they opened and spoke with an Account manager who told me that the hackers had been in my account for a full 2 hours before calling me ( obviously trying to get the money out of my account before attempting to contact me ). There was no notification sent to my phone or anything while the fraudsters were in my account for these 2 hours before the phone call - showing that they were able to breach Chase 's weak security system. Every time I sign into Chase from a computer that is not recognized or new, there is either a phone call or message confirmation sent or a 2Fa authentication. Neither of these verification methods had been sent to me while they were in my account ( without my knowledge ). This to me is a clear indication of Fraud and security breach - I trusted Chase to protect my assets but they mishandled and lost all my life 's hard work and savings, and I am left with nothing, I am so devastated. Chase denied my appeal today ( 2 days later ). When I asked why, they told me that I was a part of the fraud when clearly, I was not ( their way of not having to compensate me for the money I lost due to their lack of security ).

Company response to consumer: Closed with explanation