Consumer complaint received 2025-08-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Executive Summary JPMorgan Chase Fraud Complaint Complainant : XXXX XXXX XXXX  : JPMorgan Chase Relevant Case Numbers : Checking Account : XXXX College Checking : XXXX Executive Office Case : XXXX Key Facts On XX/XX/XXXX, I received a text and call from individuals impersonating Chase Fraud XXXX XXXX XXXX {$2000.00} XXXX transfer XXXX XXXX XXXX XXXX 

The callers ( using phone numbers XXXX and XXXX, and XXXX XXXX ) instructed me to send {$2000.00} in offsetting transfers to a supposed XXXX representative ( XXXX XXXX XXXX ), claiming this would cancel the fraudulent transfer. 

I followed instructions, believing the call was legitimate because Chase had previously reported a fraud issue on XX/XX/XXXX. 

I immediately called Chases official number ( XXXX ) to stop the pending transfer and filed fraud claims. 

Despite multiple follow-ups, including calls to Chase Executive Offices and voicemails to XXXX ( XXXX. XXXX, Case # XXXX ), I have received no resolution. 

Most recently, Chase Customer Service advised that my fraud claim was denied with no appeal process, leaving me without recourse. 

Key Issues Chase failed to protect my account despite prior fraud on XX/XX/XXXX. 

The bank did not provide adequate guidance or safeguards against impersonation scams. 

My repeated attempts to halt the fraudulent transaction and recover funds have been ignored. 

Denial of a claim without an appeal violates consumer protection principles. 

Requested Action I request that the CFPB Investigate Chases handling of my fraud claim.

Ensure corrective action and potential reimbursement. 

Review Chases procedures for protecting customers from XXXX and other electronic fraud. 


Timeline of Events Friday, XX/XX/XXXX XXXX XXXX I received a text message from ( XXXX ) XXXX stating : Chase Fraud : Did you schedule a {$2000.00} XXXX transfer to XXXX XXXX. Please reply Y or N. 

I immediately responded with N and received the following : Thank you for confirming this activity. A representative will be in contact with you shortly. 

Friday, XX/XX/XXXX XXXX XXXX  Incoming call from ( XXXX ) XXXX from a person claiming to be from Chase XXXX Department. The caller confirmed the text I had just received and advised that someone was attempting a {$2000.00} transfer. Because I had a fraud issue only days earlier ( XX/XX/XXXX ), I believed this was legitimate. 

The caller said they would cancel the transfer, send me a new card, and secure my account. They remained on the line, stating that a Fraud Tech specialist would call me to help secure my phone. 

Friday, XX/XX/XXXX XXXX XXXX  I received a second call from ( XXXX ) XXXX. The caller identified himself as XXXX with Chase XXXX XXXX. He said he would secure my phone and asked if I knew how to adjust my phone settings. When I said no, he offered to assist via remote access. 

Friday, XX/XX/XXXX XXXX XXXX  I received a XXXX XXXX call from XXXX. The caller walked me through removing my debit card from XXXX XXXX, XXXX, and XXXX, and checking my XXXX history. 

He then said he would contact a XXXX representative to cancel the fraudulent {$2000.00} transfer. He explained that in order to cancel it, I would need to proceXXXX XXXX XXXXng transfers ( {$1500.00} and {$500.00} ) to a XXXX representative named XXXX XXXX XXXX  ( email : XXXX ). 

Although unusual, I was panicked and trusted him because the call appeared to come from Chase. I followed his instructions. 

XXXX, XX/XX/XXXX XXXX XXXX  XXXX called back, saying hackers had also applied for a {$2000.00} loan via XXXX XXXX. He told me to consolidate funds from XXXX ( XXXX ) and College Checking ( XXXX ) into Checking ( XXXX ) so refunds would appear correctly. While assisting me, the call dropped. 

Attempts to call back were unsuccessful. 

Friday, XX/XX/XXXX XXXX XXXX  I called Chase directly at XXXX, reported the fraud, and requested the pending transfer be stopped. The Chase representative documented the issue and opened claims. My son also reported the matter for his linked college account ( XXXX ). 

Claim numbers were issued : XXXX ( College Checking XXXX ) XXXX ( Checking XXXX ) Monday, XX/XX/XXXX XXXX XXXX  I called Chase again. XXXX in Customer Service confirmed my case was still under research and a preliminary refund would be credited no later than XX/XX/XXXX. I requested expedited handling due to overdraft risk. 

Friday, XX/XX/XXXX XXXX XXXX  I called Chase Executive Offices. Spoke with XXXX, who transferred me to the line of XXXX ( extension XXXX ). I left a voicemail. 

Monday, XX/XX/XXXX XXXX XXXX  I again called Chase XXXX XXXX. XXXX transferred me to XXXX extension, where I left another voicemail. 

Case # XXXX was confirmed as received in Executive Offices. As of this date, I have had no return call from Marley. 

XX/XX/XXXX Customer Service Call I called Chase Customer Service again and was transferred to a live Fraud Agent. The agent stated that my fraud claim was denied and that there are no next steps or appeal process available. 

Closing Statement Chase refuses to take any corrective action, even though I contacted them immediately after realizing the transaction was fraudulent and requested that the pending transfer be stopped. Chase was already aware of a prior fraud incident on my account from XX/XX/XXXX, yet they failed to provide adequate safeguards or warnings. 

I had every reason to believe the call from Chase was legitimate, given the prior fraud activity, and it was this lapse in protection that allowed the imposter fraud to succeed. Chases refusal to investigate further or provide an appeal process leaves me without recourse and demonstrates a failure to protect consumers from increasingly sophisticated fraud schemes.

Company response to consumer: Closed with explanation