Consumer complaint received 2024-12-16 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/XXXX, I got a text from an unknown number stating " Chase Fraud Alerts : did you attempt a XXXX transfer for the amount of {$2000.00}? # XXXX REPLY ( YES ) authorize ( NO ) Fraud, a call will be generated to you momentarily please be on stand by ''. 
I texted back No since I was not trying to send money to anyone. the same number decides to call me, stating their name and themselves as someone from chase. They asked me if I had any relatives in Atlanta because that's the location that the person tried to access my account from. I said no. They told me that they'd have to create a whole new account number and routing number due to the fact that someone has already been in my account having access to it. They made me XXXX {$1800.00} to a random phone number which it was " his agent 's phone number '' that was " investigating my account ''. They made me put my own name to the person I was sending the money to, so in the system it looks like I was sending money to myself when it was not. They told me to state how much was in my checking account " to verify '' my bank. They told me that even thought my account amount says {$0.00}, I'd still be able to use my card because the money is there even though it says its zero since " they're holding the money for me ''. They told me that his name was XXXX from Chase. He said that he himself will call me the next day at XXXX to let me know about the investigation. 

Next day, I was waiting for my call that never came. I called the customer support to see what happened. I was telling them that a person named XXXX was helping me out with investigation and that he was supposed to call me back but he never did. The lady who was for the customer support let me know " Unfortunately that is a scam, I will help you file a claim ''. 

When I was filing the claim, I let her know that I have a proof of number and the call log, also the amount that was sent. she told me that she " let me know if she needed anymore information. But she never wanted me to submit any of the proof I had. She told me that It will be refunded in 9 days. 9 days later, my refund never came. I spoke to another person, just to find out that the case closed. they told me that the case was closed because " I have authorized the transaction ''. I asked them " how did I authorize the transfer if the transfer was to you guys, or someone impersonating as a chase employee? ". She asked me if I had any proof to show that it was a scam, a document that I could upload. I told her that I had the proof from the jump but some other lady that helped me out told me that the proof was not needed. 

The same person that let me know that it was closed, helped me update my documents on XX/XX/XXXX. They told me to wait another 3-5 business days for my claim to be reviewed and updated. Couple days later, on my chase account, I Ould not see any open claims. I decided to call chase customer support again. They told me that the clam was reopened and is being investigated even though it is now showing up on my end. 

I needed someone to escalate this issue so I spoke to a supervisor. She told me that there was nothing she could do because " it is a transaction I authorized even if it was to someone impersonating as one of us ''. She told me that every bank does not offer refund for scams. She told me that I could try reporting the police but she did not know how to assist me any further.

Company response to consumer: Closed with explanation