Consumer complaint received 2024-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: OR

Complaint narrative:
XX/XX/XXXX. I received XXXX emails stating they were from XXXX Each email stating a purchase was made for coins. XXXX transaction was for {$450.00} and the other for {$890.00}. Each transaction came in its own email. I read those about XXXX XXXX. About XXXX or so I received a phone call from a man stating his name was XXXX XXXX stated he was from the fraud dept at XXXX ) phone number XXXX. He stated he was from XXXX fraud and was checking up on the transactions that he stated were not legitimate. We got disconnected. I called him back with the number on my phone. He had information on me, such as SSNumber, information about my banking account, phone number, information on my phone type. I ask him how he got this information, he stated paypal. I hung up the phone. I was stqying in a hotel in XXXX XXXX, I used their internet. I took my grandson swimming for about an hour at this time I left my phone in the hotel room. When I returned to the room I stated thinking about the phone call. I decided to call XXXX They said they did not have any any one by that name working at XXXX in the fraud department. I than called chase and made a fraud claim on unauthorized wire transfers. I called chase fraud and made a fraud report and submitted a fraud report. I told Chase all this information. 
I also called in and made a police report. XXXX XXXX Police. I continued to call chase daily. They told me about a week later they could not recover the funds from XXXX XXXX. This meant I would not get any of my money back. Even though they were unauthorized wire transfer. This person XXXX called me for days after stating he needed more information. The numbers he called me from XXXX, XXXX, XXXX. I called chase to report this but they were not interested. 
The week prior to this happening I was working with a financial advisor at chase. Chase investments, had me move my money out of a time deposit and was to be moved into a savings ccount that he said would get more interest. He called me a few days before this happened and said had to get the money out of the cd than would take a few days to get the paperwork together. This is reason I had this much money in my checking account. He called me the friday before the tuesday that this happened. He said I could get the money moved on monday hopefully and that I would have to sign some papers, on the internet. I told him I was going to be out of town so I could not sign the paperwork until wednesdy. Once this happened the financial advisor called me to see how I was doing. He also said I would not move the money until wednesday because you said you could not sign the papers.

I called chase frequently but was told they were a financial institution and can not refund money because that is not what they do. 
There were XXXX wire transactions made, total of {$23000.00}. Each wire transaction had a persons name who received the money. Each person receiving them lived in XXXX XXXX. XXXX XX/XX/XXXX XXXX XXXX additional information below for case submitted on XX/XX/XXXX This is additional information to add to the report submitted regarding unauthorized wire transfers on XX/XX/XXXX. 
There were XXXX wire transfers totalling {$23000.00}. Outside of the original investigation which yielded no results for me. I received assistance from a different Chase employee who did a deep dive into the activity on the two checking accounts at JP Morgan Chase Bank which are the accounts used in this illegal wire fraud. From that search we found the following information. 
In XX/XX/XXXX two unauthorized transactions were made from my Chase accounts each totalling {$8.00} for purchases on XXXX XXXX associated with accounts in the XXXX XXXX. 
This is when he believes my account was first accessed to be used fraudulently. 
We have reason to believe these individuals has been sitting watching my accounts to see if any large amounts were deposited into the accounts to take advantage of an innocent person Once the money was moved from my CD account to the checking account is when these transactions were processed These XXXX transactions happened on XX/XX/XXXX. 
My account was compromised in XX/XX/XXXX and XX/XX/XXXX and the Chase Fraud department was unable to catch this, or notify me. 
I.e- additional information below for case submitted on XX/XX/XXXX Between XXXX XXXX XX/XX/XXXX dates a credit card in my name outside of Chase was also compromised and had fraudulent charges, this bank however was able to catch it and notify me.

I have strong reason to believe that the entire identities of my phone and computer were fully cloned, which is how the electronic authorizations of these transactions happened without me having any idea of it. This is alarming that in less then one hour time Chase is not alarmed by {$23000.00} of money being moved from an account that there was no written or verbal communication to approve. 
I do not know how this criminal got access to my information to clone my phone and computer, but they did and stole my identity and recreated it on a device. 
I am not sure if JP Morgan Chase is secure enough, but now the consumer ( me ) who has put trust in Chase Bank for decades had {$23000.00} stolen from them. In addition Chase did not catch these transactions, I noticed on my Chase phone App on XX/XX/XXXX within hours of this happening, so close to when it happened that my account still read pending. I immediately called Chase. I then received an email stating the wire transfers were canceled. Once I found out they denied my unauthorized wire transfers, I would call them about the claim being denied. They did not take me seriously on the phone, and proved they did not care about my case. On XX/XX/XXXX when I received a letter in the mail saying Chase would be denying all of my claims because they have reason to believe that I could have benefitted from these transactions. This also caused me much anxiety, being told I stole from my account. 
I.e- additional information below for case submitted on XX/XX/XXXX One of the reasons Chase claims they have reason to believe this is not fraud from my account is because transactions around ~ {$3600.00} do happen in this account often. I am a retired Veteran and I receive my Veterans Affairs Disability payments monthly for a little over {$3600.00} into this Chase checking account.

I have two checking accounts from chase. I have two accounts, as stated above one is for my veteran XXXX payments and the other account ( ending in XXXX ) is for all other money transactions. I added a checking account in XX/XX/XXXX, due to the issue I was getting divorced and felt safer having XXXX accounts.I transfer my VA XXXX veterans XXXX deposit into cds when I get enough money from my veterans XXXX payment. 
Because these illegal transfers were in the ballpark of ~ $ XXXX Chase said that sense I frequently move large amounts of money it could have been me, when it was not and is not accounts of people I have ever interacted with. 
Chase has in turn decided they are the victim of this crime. These scammers who have cloned my devices are aware that I moved amounts of~ {$3600.00} which are my XXXX payments from XXXX Affairs which is why they made their illegal transfers all in the same ballpark with the hopes that no one would catch on. 
Receiving my XXXX payments from the VA is nearly the only purpose of this checking account, because of this reason, sense the bank only sees that this account is used for this XXXX deposit and then me moving the money out they call this common behavior but they fail to take into consideration that this money was moved in a way that I have never moved any money before and to accounts. I have never been associated with and that it was XXXX transactions of that amount all in XXXX day which is not normal account behavior. 
I.e- additional information below for case submitted on XX/XX/XXXX XXXX  XX/XX/XXXX I called chase fraud and customer case phone line. The person from the fraud division reviewed my records, when done I was told the reason I am responsible for all the funds is because XXXX XXXX did not respond to Chase. I asked him twice and I have a witness who was also listening in to the conversation ( I told the representative a person was listening ) I stated are you saying the reason I am not getting my money refunded is because XXXX XXXX did not respond back to Chase. He hesitated for a few seconds then replied yes. I was told the conversation was being recorded. There should be a recording of this conversation, as well as all conversations I have had with Chase. 
On XX/XX/XXXX I received an email from chase Dear Customer : We canceled your wire transfer, as you requested. 
If you have questions, please call us at XXXX for personal accounts Sincerely, XXXX & XXXX XXXX  It is important that I bring up that I have received multiple phone calls from a man named XXXX claiming he works for XXXX and that he knows everything about my accounts, the amounts stolen and identification numbers of mine. He has called me over a dozen times from different phone numbers since this fraud took place and he harasses me. I have called the police and provided Chase with the numbers this man calls from and they seemed to brush it off as if It was made up information.In XX/XX/XXXX, I experienced the first fraudulent wire transfers from my Chase checking account, with funds used for purchases on XXXX in the XXXX, my information was stolen and my devices cloned by scammers. 
On XX/XX/XXXX, the Chase financial advisor I had started working with moved money from my CD account to a checking account under the financial advisor, a Chase Bank financial advisor .I told him I had major concerns about transferring my money. The financial advisor told me any time I wanted to take money out of my savings account I had to go through him first, I could not take it out like any other accounts. I did not want to do it but he kept telling me it is safe and it will draw a larger percentage yield so I could make more earrings. I agreed to it because I was very stressed with him and the conversation just kept going on and on. I suffer from anxiety and this caused me a lot of anxiety. He knew how hesitant I was but he would not stop telling me how much more money I would get. I am XXXX XXXX XXXX and I need time to think about these things but I couldn't take his pushiness any longer. I am sorry I did it. 
Despite feeling uncomfortable with the transfer, I feel I Was coerced by the financial advisor who assured me the funds would be safe until moved. He continues to leave voicemails asking for the police report. 
As a XXXX XXXX citizen with limited knowledge of financial matters and how all of these transfers happen I trusted him, even though I felt pressured and taken advantage of when I trusted Chase Bank and its employees to handle my money. I spend hours each day calling the Chase XXXX line to check on my claim to see if they have heard from XXXX XXXX the bank where my money was transferred to or to see if they have had any movement and over and over again I am treated with complete disrespect being told Chase is a business they cant just give me my money bank. Chase works hard to silence my voice and experience working with them. Please note I have made reports with the XXXX Police, the FBI, the FDIC, XXXX XXXX XXXX, Chase Bank, have tried to report to XXXX XXXX, have contacted the Governor 's Office and much more. 
Thank you for any assistance you can provide me in getting my funds returned and Chase held accountable for not monitoring my funds and treating me as if I am in the wrong. 
Thursday XXXX XXXX Chase employee stating he is XXXX of the individuals investigating my claim from chase He said I could also send him all the transactions I send to your agency. 
Today, XX/XX/XXXX I received a letter in the mail ( I have enclosed a copy of the letter ) stating another transaction happened the same date as the other on XX/XX/XXXX. It was a money gram for {$1900.00} taken out of my other checking account last digits XXXX I have XXXX checking accounts from chase. I have XXXX accounts, as stated above XXXX is for my veteran XXXX payments and the other account is for all other money transactions. I added a checking account in XX/XX/XXXX, due to the issue I was getting divorced and felt safer having XXXX accounts. 
I did not authorize any of the wire transfers and money grams. I feel they took advantage of an elderly woman, and I also feel Chase took advantage of me when I became very anxious and nervous when trying to discuss financial issues. The conversation should have continued another day. i

Company response to consumer: Closed with explanation