Consumer complaint received 2022-07-19
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On the XXXX of XXXX, 2022, I clicked on a link from an email that appeared to be from " XXXX ''. The email address was XXXX. They used the same logo and type face as XXXX and requested that I fill out a form that was required for money-laundering. I thought the email was real. I clicked the link. Nothing happened but a XXXX search page opened. So I opened my account to look for the document. At this time, i started to notice that money was being transferred out of my account. A total of 9 transactions were attempted. I was only able to cancel two - that were connected to my personal account. The 7 transactions connected to my business account were successfully completed. As I noticed this was happening, I frantically tried to stop the transactions but was unable to reverse them. I tried to report them as unauthorized, but XXXX only gave the option to EMAIL your complaint with a XXXX response time. I tried to call - but the phone number was not available. I was left utterly helpless by the corporation as I was being robbed and there was no way to close my account, freeze the transactions or disconnect my connected bank accounts. It was a complete and utter failure on XXXX behalf to protect its customers. 

Since I could not reach XXXX I called my two bank accounts that were connected to my XXXX account to try to stop the transactions from going through. I called XXXX XXXX ( my account in XXXX ) and they blocked all transactions that were not coming through my debit card. No money was stolen from this account. 

I called Chase- where my New York based business account was held and they similarly told me they would block XXXX from further transactions but did NOT block anything. The only thing that was stopped from going through were transactions that could not be funded due to a lack of funds. I later saw that my Chase account still had an active relationship with XXXX in my account settings, so clearly they failed at their obligation to block and END a linked business account relationship to XXXX. 

The following day three transactions posted to my business account, wiping out all of my funds and overdrawing my account. The three transactions were for the following amounts : XXXX USD, XXXX USD, and XXXX USD. A total of XXXX USD was successfully debited before Chase took the initiative to block further transactions. The robbery attempted to withdraw almost XXXX from my XXXX account as that is the daily spending limit. ( Which I could also not modify when I was being robbed ). 

I filed claims with both Chase and XXXX- and Chase immediately began an investigation but contacted XXXX who then told them that the transactions were all authorized. This was and is infuriating, as obviously I had already notified both Chase and XXXX the night that this happened to tell them that the transactions were NOT authorized, nor did I have any idea who these beneficiaries were. I called Chase back to contest their findings explaining the fraud and how it happened and they told me that the bank is not liable for returning funds lost in phishing scams, because I obviously gave my contact info to someone. This could not be further from the truth. I clicked a link for a document, NOT to make a payment, NOT with a password, NOT with any permission to open or take my money from my account. I then filed a police report and a report with IC3 - the FBI - and shared that with Chase to further claim that I had not authorized these transactions, and they subsequently denied my claim again. 

On the other hand, I was filing a claim with XXXX simultaneously. They explained that Chase had found the claim to be authorized because of the existing business relationship and that I should focus on filing a claim with XXXX since that was who indeed would be able to refund me IF the transactions were found to be fraudulent. 

I waited for over two weeks for a response, and heard nothing. When I finally got my response, XXXX agreed that the charges were fraudulent and unauthorized, but suddenly attempted to shift blame to Chase, saying they would be responsible for refunding me. XXXX had previously told me, in a recorded telephone conversation, that IF they found the transactions to be fraudulent and could not recover the funds, they would be responsible for giving me a refund. NOW they are telling me that Chase will have to do so, and I shouldnt wait for them. Not only is XXXX unresponsive and extremely slow in getting back to you, they are making blatant contradictions in their process and are avoiding giving a refund. They should be responsible for this money since it is their lack of customer service and availability that has ultimately allowed this fraud to take place

Company response to consumer: Closed with non-monetary relief