Consumer complaint received 2022-09-21
Company: JPMORGAN CHASE & CO.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I received a text saying that a transfer of {$2500.00} was about to be taken from my account through XXXX which is a digital wallet. Initially, I ignored it because it didn't show a potential transaction in my app, so I left it alone. Even though I didn't respond to their text, they called me about 5 consecutive times, each time I declined. The last time I checked the number because my cell service has a very poor spam filter, and it often filters calls from helplines and customer service lines that I am expecting. I checked, and it was the exact same number as my bank 's customer service ( JP Morgan Chase ). I answered the call, and they repeated the same thing and advised me of exactly the amount of money I had in one of my accounts, which means my information was compromised. The fact that they even knew to call me at all, especially when I did not respond to their text, shows that they were able to access something to initiate this interaction. The entire time they were incredibly coercive and forceful, but If I expressed frustration, or suspicion, they'd immediately soften their tone and insisted it was because there wasn't a lot of time. He worked me through how to set up alerts with someone at my Chase since I'd had a number of unauthorized purchases in a short amount of time. They also had me name the recipient under my name but the " actual '' account holder was someone named XXXX. They wanted to test the transaction and I had assumed that the purchase would automatically be declined. 

It didn't decline, and when the call " disconnected '' I tried calling back and it was just Chase 's general main menu. I connected to someone and asked for " XXXX '' as that was the person who was working with me. there was no record that any Chase employee under that name tried to call me. 

I tried contacting Chase as soon as it happened. I told the agent every single bit of information, they took it down and said they'd call me back by the morning. I waited 3 days and did not receive a call. I called back and another agent looked at my account and informed me that the first claim was written incorrectly and didn't even reach the claims department. I had to give my account again. I asked if they need supplementary information as I had screenshots that the call was under my Chase 's customer service number, the amount that was taken from my account, Under my name, but registered as XXXX, and proof that I had no friends or no contacts by the name of XXXX, and proof that XXXX is not a legally recognized or used Alias of me. This is especially important as I had applied for XXXX XXXX and had to give all known aliases to be eligible. XXXX was never one of them. 

After XXXX business days, they rejected my claim saying I didn't have enough evidence. I called back and explained that they didn't have enough evidence because they declined my request to submit it. They basically just apologized and said their work is done and said XXXX is looking into it, but they may or may not return my money. 

I'm genuinely shocked because the information I provided should indicate that I did not authorize this transaction under consensual means. I was coerced and pushed to make this transaction from people posing as JP Morgan Chase. Under the EFT Act, I believe this should be considered fraudulent and unauthorized and believed that Chase would recognize this and return a credit. 

I feel silly that I fell for this, but I don't believe that it's actually legal to be on the hook with lost money just because I was forced into making the transaction. On top of this, my account has been compromised 3 consecutive times in the month of XXXX. I'm suspicious of JP Morgan 's security processes and I'm especially suspicious

Company response to consumer: Closed with monetary relief