Consumer complaint received 2024-10-29
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO. (NY)

. I requested that a recent claim that was denied be reopened and looked into further. I first received a text from what was supposedly Chase Fraud on XX/XX/XXXX asking if I tried to make a purchase using my ATM or debit card for transaction at a XXXX XXXX in XXXX XXXX Ca for the amount of ( {$2400.00} ) reply 1 for yes reply 2 for no. I was currently at work at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  when I replied no. I was then contacted by a supposed representative from Chase fraud, who in fact stated they were from Chase Fraud, I was told the call was being monitored and recorded. They ( supposed Chase Fraud Representative ) stated that there seemed to be multiple suspicious activities in my accounts, and asked if I had gotten any alerts recently pertaining to these? I replied no to the question, and they stated ( supposed representative from Chase fraud ) it looks as if your account was compromised and the perpetrator had turned off all alerts on my account. At this time I tried to access my account via Chase phone app and was unable to log in. The person ( supposed representative from Chase fraud ) then stated that my account was locked so a code would sent out via text to my cell phone. They then claimed multiple wire transfers were made, and that they needed to act promptly to try and recover or reverse these transfers. After spending a couple hours on the phone they ( supposed representative from Chase fraud ) stated I needed to go to my local bank and I should withdraw money and try and salvage my funds. 
I proceeded to go to my local Branch on XX/XX/XXXX and spoke with a ( teller ) stating, that I had been on the phone with Chase Fraud most of the morning, and they ( supposed representative from Chase fraud ) are telling me to withdraw funds from my account, she ( the teller ) then asked me to put my atm card in the reader and type in my password, I told her, they ( supposed representative from Chase fraud ) stated that my Debit card was inactivated and I may have trouble gaining access to my accounts or using it. She ( the teller ), then requested I try it again, I placed the card in the reader, and used my pin to which she ( the teller ) stated, that my card was still actively working and I needed make sure Chase Fraud, cancels my card. She ( the Teller ) then accessed my account and saw multiple wire transfers asking if I knew any of the recipients? in which I replied no, she the ( Teller ) then stated there was a lot of suspicious activity going on. She ( the teller ) then stated at that time if Chase Fraud was involved I should do whatever Chase Fraud is instructing me to do, to try and salvage my funds. I feel the ( teller ) after what i informed of and her the ( Teller ) seeing multiple suspicious activities surrounding my accounts should have immediately requested, that I speak with the Branch Manager involving the current situation. I feel this was absolute negligence on the part on the ( Bank Teller ) to not question, or inform one of the Managers immediately. I have never during my, almost 20 years with Chase ever have withdrawn funds of that size. I also called a Chase representative that same day XX/XX/XXXX to question and inform him of what was going on, and proceeded to ask if this sounded suspicious? or seemed, and sounded like a scam? He ( the Chase representative ) asked if I was able to access my account through my Chase mobile app? I then stated I was unable too at that time, because I was locked out and could not see or access my account. He ( the Chase Representative ) then went through some questions to verify my Identity. He ( the Chase representative ) then accessed my account and stated that there seemed t be a lot of activity going on, in regards to the my account noting there were multiple wire transfers and such. He ( the Chase representative ) then stated it looks as if someone is currently working on your ( my account ) and assured me, that if a Chase Fraud Rep was involved to again, not be concerned as they handle this all the time, and I should do whatever they say in regards to salvaging my funds. I questioned him ( the Chase representative ) about the amount of funds available in my accounts, and none of which matched there previous balance. He again ( the Chase Representative ) assured me that if Chase Fraud was involved I shouldn't be too concerned.

Again, I feel their was negligence on the part of the ( Chase representative ), to not put me directly in contact with the Chase Fraud department immediately at that time. So myself being assured by two Chase employees, one being the Local Branch ( Teller ), and the other a ( Chase representative ), felt somewhat relieved in feeling my best interests were being taken care of. I was still that evening unable to access or look at my funds as I locked out of my account. The next day XX/XX/XXXX I called the Chase number on the back of my Debit card, to follow up on the previous day 's activities. Once I went through some details with the Chase Representative I was transferred to the Chase Fraud department, after I explained to them the previous day 's occurrences to the Chase Fraud Representative, and after the Chase representative looked into everything stated I was a victim of Fraud via scam, and I should immediately go to my local branch and file claims for all the activities that occurred from the day before. I spent roughly 3 hours in my local branch filling out paperwork. Once I arrived home, I then called my local Police Department and filled out a police report. That Monday morning XX/XX/XXXX, I took off work to call Chase Fraud and follow up, I spoke with a Chase Representative that once I informed her the situation from the previous day, she the ( Chase Representative ) herself stated, that there was obvious negligence on the part of the ( Chase Teller ) at my local branch, and also the ( Chase Representative ) I spoke with on the day of XX/XX/XXXX. She then told me to make sure I go my Local Chase Branch, and make sure my previous accounts were closed, and new ones were opened. I at the time still was unable to access my Chase Account or funds, to which the Chase Fraud representative stated that it was still locked due to the ongoing fraudulent activity, and that once at the Local Chase Branch I would need to set up a new email and password. At the time I was not informed of any necessary paperwork, phone numbers or fax numbers needed to help facilitate the investigation. 
Throughout the weeks to follow, which was a total of three and 1/2 weeks, I made several phone calls to Chase Fraud, spending anywhere from 1 hour, to ninety minutes on each call, each and every time I was given different information, by a different representative in regards to the claims that were made. These issues ranged anywhere from, what paperwork was needed for these claims, to being transferred multiple times, to also being given the wrong fax numbers, to which paperwork for these claims needed to be sent. Most of the time not being told what necessary information was needed and included pertaining to these claims, such as Account numbers that were compromised, to the claim numbers also being written down with the paperwork already sent. I myself do not have a fax machine at my house, so in finding out these important issues holding up the claim and investigation, I would then need to wait until the previous day to have access to a fax machine, all of which taking time precious time and causing XXXX XXXX and sleepless nights. I am sure I was not the first person to encounter this type of fraud or scam, and will likely not be the last but again, I feel there was absolute negligence on the part of my local Branch and the customer service representative from Chase that both assured me that this seemed to be legitimate, and I should listen to anything Chase Fraud says to act upon. I ask once again request reopening this Claim, as I feel there were multiple things that had failed throughout this interaction, and I myself was not solely responsible. Funds missing in the amount of {$30.00} ; XXXX