Consumer complaint received 2024-03-25 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
On XX/XX/XXXX, I received ( 2 ) text messages from whom I thought was the Chase Bank Fraud Dept. stating that my debit card was used at a XXXX and the amounts had been declined by the bank. I called the number on the text message, instead of answering the yes or no question, believing that I was communicating with Chase bank fraud dept. The scammers used the same type of IA recording that the bank uses and asked the exact same type of questions the bank ask, whenever I call the bank. They sent a text message with a code, and they wanted to know what the code was. My bank also does exact same thing. The scammers said that my debit card would be deactivated, and another one would be expedited and sent to me. They asked if I had been to XXXX Ohio, this is where the card was used at. So, I asked how can someone get my debit card number, and they stated that a scanner was used, possibly at store or gas station to retrieve the debit card number. They kept me on the phone for quite some time stating that they were correcting the issue ( but in actually they were wiping out our savings accounts ). I was also informed that a wire transfer was done and sent to XXXX XXXX XXXX. I was asked if I had authorized this transaction, I stated that I did not authorize any transfers of any kind. They also stated that they would report the crime to the XXXX XXXX XXXX and will continue to monitor my account for any other fraudulent activity. Later that afternoon, I received a total of XXXX different emails from what I thought was from Chase Bank. One of them was telling me that a wire transfer had been completed successfully for another amount that I did not authorize, so this time I contacted Chase Bank Customer Dept. and at that time I was informed that it was not the real Chase Bank Fraud Dept. that I had been communicating with earlier. The scammers also hacked my cell phone and was having all of my calls forwarded to their number at XXXX. The scammers wiped out our savings accounts for a total of {$49000.00}, through Chase online banking. Chase Bank has denied the claim stating that I could have benefited from the items taken, and will not refund our money to us. The money was sent to someone named XXXX XXXX, XXXX XXXX XXXX  acct # XXXX in Texas. XXXX XXXX refunded us a total {$740.00} on XX/XX/XXXX. I spoke to a supervisor at XXXX XXXX XXXX XXXX. and I was informed that I had no recourse for the balance due. This person has stolen all of our savings and neither of these banks are willing to help us. I have filed a complaint with the FTC report # XXXX, a police report with the XXXX XXXX XXXX  XXXX. Case # XXXX, the XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, and IC3 ( Internet Crime Complaint Center XX/XX/XXXX. 
These scammers are so good, they used the exact same logo as Chase Bank, their IA recording, stating that my call would be recorded and their email address addresses, and Chase bank 's XXXX  text number when they are requesting your XXXX code. They ask me the exact same questions as Chase did when I called them later that day. To the point that I felt like, I was being scammed again. So, on XX/XX/XXXX me and my husband went into the bank to speak to representative at the branch. He stated that our online banking account has been locked and the hackers has changed the XXXX address. The branch could not get into the account. I feel that our money is not safe in these banks with the scammers getting away with wiping out all of a customers life savings with no recourse. Something else needs to be done to STOP this now. Not once were we notified in any way that the accounts had been wiped out no text message of phone call for such a large amount. And XXXX month prior I transfer {$100.00} from my savings to my checking and my husband received a text message regarding this amount, but nothing when XXXX was sent by wire transfer to strangers..

Company response to consumer: Closed with explanation