Consumer complaint received 2025-03-21 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/XXXX I filed a complaint with the CFPB ( Complaint Id : XXXX ) about Chase Bank because they were stonewalling me on every phone call to their fraud department. The CFPB helped me get back {$1300.00} that Chase never refunded me from a {$5000.00} robbery. However, the very next day, Chase took {$500.00} out my account since, in their words, " it was part of a different claim that hadn't been closed yet ''. From what I understand, they are supposed to bundle everything into one claim if everything was part of the same robbery. Also, the robbery occurred on XX/XX/XXXX and all the claims had long been closed, it seems they took the {$500.00} out of spite or something since it was very next day after they refunded me. I am wondering if the CFPB can please help me get this money back. Below is the original complaint. 



On XX/XX/XXXX at about XXXX XXXX I was at a public park drinking with some locals I had just met in XXXX, XXXX. One of the men must have slipped something in my drink ( very common there ), because I went unconscious. I woke up at about XXXX XXXX. in the same park and returned to my hotel. 

The following morning, at about XXXX XXXX. I woke up. I felt my pockets to make sure that last night was not a dream, but my phone and wallet were missing. At about XXXX XXXX I went down to the reception. At about XXXXXXXX XXXX. the receptionist got me a phone to let me call Chase bank. 

From XXXX XXXX. to XXXX XXXX. I was attempting to get the Chase telerobot to connect me with an agent, but it just kept responding, " Please enter your credit card number, debit card number or account number to speak with an agent ''. I kept telling the robot that I don't have any of that information, and that i need to be connected with someone immediately. The telerobot never did that for me. 

At about XXXX XXXX, right as the banks opened, the thieves were able to send electronic transfers to themselves using my phone that they stole, and they successfully picked up 100 % of my funds ( {$5300.00} ) within just 1.5 hours. Strange that Chase allowed this, as the highest amount I had previously withdrawn in one day was {$1500.00}, or 25 % of my funds.

What's more, is that these transactions were not targeted to users that I had interacted with before. The highest amount that I had sent to a new recipient was just {$100.00}. 

At about XXXX XXXX. I went to the police station to file a report since I had the name of the person who picked the money up from emails that XXXX was sending me, notifying that money was ready to be picked up and who the receiver was. The thieves also used XXXX XXXX to send themselves money. 

In sum, I believe that Chase bank owes me {$1300.00} according to the Electronic Fund Transfer Act, since I reported the incident immediately. What's more, Chase failed to protect my finances and failed to provide me access to my finances. This is a huge issue. I entrust them with my money, and all they can do when I call them is connect me to a robot that just repeatedly asks me my debit/credit card number? The robot never even says, " If this is an emergency press '0 ' ".

In the attachments I included the follow : 1. ) Text messages with my father to show that I was actively trying to cancel my cards before the thieves even robbed me.

2. ) the police report that I filed.

3. ) Outgoing money transfers to people other than myself, the number of times I had transferred money to them before sending a large amount of money.

4. ) My money transfer history with XXXX.

Company response to consumer: Closed with monetary relief