Consumer complaint received 2023-02-22
Company: JPMORGAN CHASE & CO.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am filing a complaint because I was hoping to receive some of your help & guidance as I am at a crossroads dealing with bank fraud - I have lost {$25000.00} - all my savings. 


On XX/XX/XXXX at XXXX I received a text message that stated it was chase bank asking if I approved of a XXXX payment. When responding NO - I then received a phone call. I then XXXX the number- it was the exact same as the one on the back of my debit card so I believed it was Chase being that it was a Chase number calling me. The man on the phone then instructed me to make wire transfers via the app due to he noticed hackers were in my account. 


The transfers were going to the new account he created for me- he created a new account using my name to make me believe he was creating an account for me. He was using chase verbiage & directing me through the app as if he was an employee. To make me trust him more he brought to my attention that one of my XXXX contacts who Ive sent money to before was receiving money- he stated the hackers sent her money when it was him -to make me believe they were in the system. My friend received these payments. After each transfer he stated an automated message would call to verify these payments & they did. In each call I told to what I believe was Chase that I was on the line with someone else who told me my account was hacked & there was fraud. I stated to them that someone was on the other line- they should have noticed that this was not right being that they are having fraud issues as of late. They let me continue the transfers despite this info. After being in the system he sent money on his own without me having to verify. He talked me through the processes as if he was a chase employee helping me get a new account in order, using what chase says at the end of the call to solidify my trust. I do not approve of these wire transfers and was under the impression I was talking to my bank that I have been loyal to for many years. 

I filed a police report as well as put together a whole investigation to Chase bank- they have now denied my claim because I verified these wire transfers. The amount stolen from my bank account was {$25000.00}. 

I moved to XXXX all on my own almost two years ago after saving up my unemployment money from XXXX. This was money I have been saving since XXXX & now, the money that I have saved living and working on my own in XXXX. I am gutted that the bank is not giving me this money back. 

My account history is simply the grocery store, coffee shops, parking, rent, and an occasional day out. The fact that the bank would think that I would transfer every XXXX to someone in XXXX is insane. 

I have time stamps of the phone calls, print outs of the text messages, print outs of all transactions- even the XXXX ones. Chase is stating that because I verified these transactions they can not do anything. But I would not verify my whole life savings to be taken away from me. 

They were able to find the culprit 's name, bank, routing number and IP addresses and still I am stuck without any solution to my problem. 

Since this I have seen several Chase ads about this happening to other people. They did not flag these transfers or do anything to stop it. Chase knows that this is a problem within their company & is doing nothing to help me. They should be responsible being that I put trust into this bank to help me.

Company response to consumer: Closed with explanation