Consumer complaint received 2024-01-18
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (LA)

On XX/XX/2023 I needed to get my XXXX phone lines canceled. I looked up on XXXX, " XXXX customer service phone number '' and a sponsored message was at the top of the page and the numbers and messaged was bolded and in its own separate box. The number was XXXX XXXX and that was the number I called. The individuals I called posed as XXXX workers, I never thought that they were anyone else only because they had my XXXX account number after receiving just my name and phone number. I told them about canceling my line and they " pretended '' to cancel my line. This fake XXXX worker told me that I had a left over balance on my account and that it needed to be paid today to close my mobile line so he prompted to asked for my card number. I told this worker that he can just use the card on file and he said that he only had the last XXXX digits and that he needed to know the full card number. It felt a little off but I didn't think anything of it because of the information they already had and I thought this was probably normal. I gave him my debit card number, the name on the debit card, the pin, and the security code on the back of my card. Once I gave it to him he said that he is finishing up canceling my mobile line but I need to approve of the chase message that gets to my phone. He told me that this was a " default '' message and that this was to proceed with the cancelation. I even got a XXXX code that I got sent to my phone that he asked for as well and just told me that this was a " default '' code to process the cancelation of my phone. He eventually hung up on me and I saw XXXX charges in my checking account. XXXX charge was from XXXX for {$25.00} and another one was from XXXX XXXX XXXX for {$120.00} XXXX I immediately called chase on the same day and told them my situation and I was told that they would credit back the amount to my checking account until the claims get approved. I also got a new debit card as well. Fast forward to XX/XX/2023, I checked my checking account statement and I saw that there was a reversal for {$120.00}. I called Chase immediately and asked what had happened and why {$120.00} was taken from the account. I was forwarded to the claims department and spoke to a male there. He didn't tell me his name, but I explained the situation on being scammed what about the reversal of {$120.00}. I was told that I was going to be put on hold for a few minutes so he can check with Chase 's investigation department to see what happened. Once I was off of hold he told me that Chase 's investigation department determined that this charge was not fraudulent at all and reversed the credit they gave me in the past for this incident. I asked him how was this not fraudulent when these people posed as XXXX workers when they were not and they told me that this charge was for the cancelation of my mobile service and it ended up not being for the cancelation. I also included that I didn't tell them to use my card for this purchase. I told this Chase worker that I was under the impression that these people were XXXX workers, they were doing this to process the cancelation of my mobile line. This Chase worker proceeded to tell me that because I gave them my debit card information it gave them to authorization to use my card for what ever reason and that if I wanted to get my money back I would need to seek an attorney or call the scammers back and ask for my money. He told me that this was their " protocol ''. Since he wasn't really any help with anything I even asked him if he can just change my account number at this point since I'm not sure if the scammers would still be taking money from my account and he told me to go to a local Chase branch and they would do it there. I didn't understand this because the XXXX charge never got reversed, so I assume the claim was accepted, but how come this larger charge was not. This was extremely off putting because it feels like I was scammed, my money was taken and Chase does not want to do anything about because I was the one that got tricked. This is also unsettling and scary because what If me or anyone else was scammed for much more money or a higher amount of money, would Chase just sit back and have this " it's your fault you got scammed, you gave your debit card information away '' mentality. This shows that Chase won't protect their customers if XXXX of them was to get scammed badly. This not only ruined my trust with Chase Bank, but this also makes me frightened, because I know if I ever get scammed again, Chase won't be able to help.