Consumer complaint received 2026-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Complaint Against : JPMorgan Chase Bank Date of Incident : XX/XX/year> Total Amount Lost : {$15000.00} Description of Incident On XX/XX/year>, I was the victim of a sophisticated bank impersonation scam in which the caller ID displayed as Chase Bank. The caller claimed to be a Chase fraud specialist and told me my account was under active attack. Because the call appeared to originate from Chase and the caller provided detailed information about fraud activity, I believed I was speaking with a legitimate Chase representative. The caller instructed me to move my funds to a secure internal Chase account to temporarily safeguard them while the fraud investigation was completed. I was told the funds would be returned to my account shortly. While under this belief, I completed the following transactions : {$1900.00} sent via XXXX {$3400.00} sent via XXXX Pay {$10000.00} transferred at approximately XXXX AM from my Chase account to another Chase account while I was physically present inside a Chase branch in XXXX XXXX, New York The {$10000.00} transfer was from my Chase account to another account within the Chase banking system, which the caller represented as a secure internal account. Immediate Fraud Reporting At approximately XXXX PM the same day, after realizing the funds had not been returned to my account as promised, I immediately suspected fraud and contacted Chase using the phone number printed on the back of my debit card. Because this occurred on a Saturday, I reached Chases weekend customer service team, who confirmed that this appeared to be a scam. That same day I opened fraud claims with Chase for the XXXX and XXXX XXXX transactions. However, I was informed by Chase that I could not file a fraud claim for the {$10000.00} Chase-to-Chase transfer over the phone and that I would need to visit a branch on Monday. Concerned about the delay, I called Chase again on Sunday, XX/XX/year>2026 and spoke with the fraud department, who then allowed me to file a claim for the {$10000.00} transfer. This confirmed that the initial information I received on Saturday was INCORRECT. Because of this incorrect guidance, there was a delay in formally flagging the fraudulent receiving account. Follow-Up With Chase On Monday, XXXX XXXX, 2026, I visited my local Chase branch for assistance. I was informed that the branch could not help and that there was nothing they could do. This was extremely concerning given that the transfer was made to another Chase account within the same banking system and the fraud had been reported immediately. Regulatory Context This situation appears to be an example of what regulators and financial institutions commonly refer to as Authorized Push Payment ( APP ) fraud, in which a customer is manipulated by criminals impersonating a trusted entity into sending funds under false pretenses. In this case, the scammers impersonated Chase Bank using caller ID spoofing and instructed me to move funds to what they represented as a secure Chase account. Because the receiving account is also held within Chases banking system, Chase has the ability to identify the recipient account holder, review account activity, and determine whether the account is associated with known fraud or suspicious activity patterns. Requested Resolution Given the circumstances of this case, I respectfully request that Chase conduct a full investigation into the receiving account and the associated transactions. As a New York customer, we are requesting regulatory review of whether JPMorgan Chase 's internal fraud detection systems are adequately protecting customers from impersonation scams and caller ID spoofing, particularly when funds are transferred internally within the banks own account system. Specifically, I ask that Chase review : The identity and activity of the receiving Chase account Whether the receiving account has been associated with other fraud complaints Whether the account was recently opened or demonstrates suspicious transaction patterns Whether internal fraud monitoring systems flagged or reviewed this activity Whether additional safeguards should have been triggered when a customer transferred nearly their entire account balance to a previously unknown internal account Because the receiving account is also a Chase account, Chase has the ability to identify the account holder and review whether that account has been associated with other fraudulent activity or scam-related transactions. Because the transfer occurred between two Chase accounts and the fraud was reported immediately the same day, I am requesting reimbursement of the funds lost after Chase completes a full investigation. I would appreciate a written explanation of Chases findings and any remediation available.

Company response to consumer: Closed with explanation