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

Complaint:
I was a victim of a scam that resulted in wrongful transfers of {$36000.00} out of my Chase Checking account through transfers through XXXX, to XXXX, and wires to XXXX that the scammers then bought and sold bitcoin to send to their XXXX account. Only XXXX has refunded any money to me. Chase has been terrible so far and XXXX and XXXX have done nothing so far It started with a legitimate and real XXXX email. The scammer submitted a fraudulent invoice to my XXXX account, that got XXXX to send me what I think is an automated email. I knew the invoice was fraudulent because I have never used XXXX. I wanted to ensure the email was not phishing so I checked the email address, which was a real XXXX address from which they have sent me emails before. Then I went to my XXXX account and the invoice showed up. So it was there. Yet, when I clicked it, there was no option to dispute or cancel it ( there should have been ). So, I went back to the email and called the number listed in the email to dispute or get refunded on the invoice. What is now clear from my personal investigation, but unclear at the time, was that the phone number was for the scammers. I think they utilized XXXX 's system that allows them to put a note into the automated email to put in a number fraudulently claiming to be XXXX. It is horrible behavior by XXXX, their systems should not allow this. Making matters worse, XXXX has known about this scam since XXXX because I foudn it noted in their community forums. 

A few days later, many hours on the phone, I am now out over {$35000.00} dollars. The scammers impersonated XXXX fraud support. They used social engineering to get me to make transfers from my bank account into XXXX, XXXX, and XXXX, convert the money to XXXX, trick me into sending it under the auspices of refunds back to my bank account, but it went to their accounts. It was unbelievably fraudulent and sophisticated. When I questioned them about who they were, they sent me verifying information via text with their name, employee ID, XXXX information and their direct phone number. They also switched people when I got upset and said the transfers resulted from mistakes by the first person, who was new, and they fired him over it. They kept stealing my money, and they were able to do it because they proved their credibility on refunding all the money by refunding the original {$1900.00} that was mistakenly transferred by actually refunding that amount back to me ( minus a wire fee ) to prove they were working to get everything refunded and get me to keep doing what they wanted. I discovered the fraud when they hung up on me, I called back and it said the number was out of service. I then actually texted the original person I thought was from XXXX that was supposed to help me, and he admitted the fraud ( I have the text messages saved ). Only XXXX has acted properly and refunded my money at this point. Please help, the dates of the transactions and amounts are below {$1900.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$1500.00} XX/XX/XXXX XXXX {$1000.00} XX/XX/XXXX XXXX {$1000.00} XX/XX/XXXX XXXX {$4900.00} XX/XX/XXXX XXXX {$4900.00} XX/XX/XXXX XXXX XXXX  {$1900.00} XX/XX/XXXX XXXX {$25.00} XX/XX/XXXX XXXX XXXX {$4900.00} XX/XX/XXXX XXXX wire {$12000.00} XX/XX/XXXX XXXX XXXX {$990.00} XX/XX/XXXX XXXX {$390.00} XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation