Consumer complaint received 2025-05-02 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:
XXXX XXXX XXXXXXXX XXXX  received a message on his desktop XXXX XXXX computer -to call XXXX  technical support. The reason: he was denied access to our accountXXXXThe phone number was provided XXXXNot certain what to do, he called me for help.  I never thought twice about the authenticity of the message & told papa that Ill take care of itXXXXHe did not think about turning off the computer, neither did IXXXXI called the number.\XXXX XXXX  answered the call. He represented himself as XXXXXXXX XXXX  Support employee.  His code was XXXX.  When I told him about the problem, his response was: dont worryXXXX XXXX Support will solve the problem.XXXXHe told me that our computer had been hacked.  He also told me that I have to report this info to FTC & provided the link-website of FTC.  I did just that, without thinking twice.  XXXXI also went to a website (I dont remember the domain name and the computer has since been wiped) to install some software so they could fix the computer.XXXXOnce on the FTC website, I was prompt to provide personal info, mine & papa, such as: SS numbers, the name of the bank, 401-K info, address, telephone numbers, etc. \nIve never done anything like that in the past. Always knew that I should not share personal info with no one.  My reasoning was that I was reporting to the Government Agency. As soon as I finished that task, the phone rang.\n\nThe person on the other end presented himself, as XXXX XXXX XXXX from FTC. He said that our Network has been compromised & he has been assigned to our case.  XXXXAlso, since our telephones are compromised, XXXX  will provide a secure line every time hell call us & that everything should be kept secret. He wanted our computer run 24 hrs for as long as necessary.XXXXHe had said that there are 9 hackers-XXXX XXXX XXXX  Then, there was info on the screen-9 lines, a few column each, which said: XXXX XXXX.  I was outraged & in disbelief. This is the worst crime imaginable.  I remember asking him: when they are caught, will they be put behind bars?XXXXTo make a long story short, I trusted him & did my best to complyXXXXHe told me that we have to do a duplicate transaction, such as wire transfer, so the hackers wont get their hands on the fundsXXXXAttempted Money Movements Stopped by Chase Fraud TeamXXXXWith screen mirroring software now installed on XXXX  / XXXX XXXX First they initiated a wire transfer on their own in the amount of $XXXXThe receiving partyXXXX XXXX XXXX XXXXIt was stopped by Chase the same day-XXXX XXXXXXXX XXXXChase did not notify us. If they did, it may have had changed our minds about following XXXX XXXX  instructions.XXXXAt this time if they had been active in warning the XXXX  about the fact this is usually fraud and they should talk to someone they trust, not just someone on a phone who says trust us, that would be better than what happened.XXXX XXXX XXXXWith the online approach stopped the fraudsters now trained the XXXX  to go to the branch to do this in person. Now the fraudsters knew the balance in the account was greater than $XXXX  they increased the amount of the wire.XXXXThis time it was in the amount of XXXX  The recipient XXXX XXXX XXXXThis wire transfer was stopped by a Chase employee from the fraud Dept. They called, went through security protocols, asked XXXX  to think about it and call back.  She called back and Chase had stopped the wire already. XXXXChase spoke to the XXXX, they did not challenge why yesterday they urgently needed to send XXXX to . -XXXX XXXX XXXX XXXX, and today need to send $XXXX  to XXXX XXXX XXXX  Combined that is more than their assets at Chase.  Why was yesterdays urgent wire forgotten about not so urgent today and this wire that would mean they could no longer fund the yesterdays wire now urgent today?XXXX XXXX XXXXOn the Third day we went back to our branch and initiated the same XXXXThe third one, on XXXX XXXX, for the same amount, went through.XXXXWhen we came home XXXX XXXX (FTC) kept calling, as usual.  He wanted me to scan the last page of the wire transfer & forward it to him.  I have never used the scanner before & did not do it right.  So, he did not get it & seemed desperate, to me.XXXX XXXX kept calling every 10 min & tried to convince me to do it again, but I refused.  I told him that papa is not feeling well & that I have to attend to him. It was, actually, the truthXXXXHe kept begging me to scan it again & forward it to him, I guess- it was important to him to have the proof that we initiated wire transferXXXXIt was the last straw that broke the camels back. I, finally, woke up from being hypnotized by this scammer & stopped answering his callsXXXXChase fraud department called again and the man on the call was less diligent than the prior day and approved the wire.  He never mentioned or noticed the cancelled wires from the prior two daysXXXXWhile Chase spoke to the XXXX, they did not challenge why yesterday Chase stopped this urgently needed XXXX to XXXX XXXX XXXX  and why the documents showing why it was urgent could not be provided.  This wire was 90% of an XXXX  couples combined assets at Chase.  Why was due diligence yesterday strong and due diligence today cursory?XXXXPost Wire being sent XXXX XXXX XXXX XXXXOn the evening of XXXX XXXX XXXX the wire was shown as Pending in the Chase systems.XXXXAs soon as papa felt better, I started calling XXXX XXXX XXXX  -different departments. This time, I got the telephone numbers off the Net.XXXXWhat I should have done is- to call Chase, but I was ashamed for misleading them, to put it mildly.\n\nThe first call was to Wire Transfers dept at XXXX. The number- XXXX The employee name-XXXX. I told him about wire transfer & that there is a problem & I have to investigate, so, please freeze the funds for the time being, dont release themXXXXHe was not interested in any information about the transfer & I was told that because I am not XXXX  customer, they are not able to helpXXXXThe next call was to Suspicious Activities dept.  I am not sure, if it was XXXX, or some government agency at XXXX  The name of the rep.XXXXThe last person at XXXX- XXXX  at XXXX. The same response- not their customer.\n\nI then spoke to XXXX  who called Chase bank and with persistence got them to issue a recall request at around XXXX  the same evening.  This was logged as XXXX case number for recall request\n(See Appendix 4 for copy of email detailing the recall.)XXXXAt this point the money was still at Chase but they refused to stop the wire.XXXX XXXX XXXX XXXX (daughter and son in law)XXXX XXXX XXXX XXXX  went to the Chase branch. XXXX did a second recall because initially the recall was done as XXXX XXXX but XXXX XXXX signed the transfer.XXXX XXXX XXXX  acknowledged the recall request on XXXX XXXX XXXX XXXX XXXX XXXX XXXX spent the afternoon at XXXX XXXX XXXX  home in XXXX  reformatting the computer so it was no longer a threat vector.XXXX XXXX XXXX  requested a hold harmless letter.  Chase sent that from XXXX, not XXXX.  XXXX  initiated the Wire, XXXX, is joint account holder.  XXXX XXXX XXXX are having challenges matching these two data points up  only learned on the branch visit on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  went to the Chase branch. XXXXApparently the hold harmless letter was never reconciled with the wire as they were done in different namesXXXXChase should have executed this hold harmless letter correctly but failed to do soXXXX XXXX XXXX XXXX XXXX went to the Chase branch and met with XXXX.  XXXX  called the central team and said XXXX XXXX XXXX said recipient is entitled to funds and is still investigatingXXXXOther Thoughts from XXXXnBureaucracy- its joint account.  Because some things were done by one account holder and some by the other XXXX  cant match this up easily.XXXXChase should know this and have prepared the Hold Harmless from XXXX XXXX  to avoid this confusion!\n\nThat person, who was in touch with us constantly-XXXX XXXX, used numerous phones & locations. He also called constantly even after XXXX XXXX which is an indicator (in my mind) that they did not receive the money right away. He wanted to get the last page of the transfer, but did not get it, (I assume) XXXX  released the funds anyway.\n\nThe last call (probably from XXXX XXXX) was about a week to 10 days later (around XXXX XXXX).  The caller ID showed Chase Bank. I did not pick it up. I have spoken to Chase the same day & there was no reason for them to contact me. So, I called the Chase- Security Dept. & asked them if they were trying to contact me. The answer was noXXXXI have the log of the phone calls that we received from XXXX.  Does Imperia need that?\n\nAny questions that he has, Ill be happy to answer. Anything that would be helpful in the\nongoing investigation.XXXXSorry for being late with my info..XXXXHave a good night everyone.\n\nRegards to XXXX  from papa & meXXXXnAppendix 2\nWire Notification EmailXXXXnChase \n\tXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXnto mXXXX XXXXFrom Account Ending in XXXXXXXXTransaction Number : XXXX\n\nDear Customer:XXXXnWe sent your wire transfer referenced above, as you requested.\n\nIf you have questions, please call us at XXXX for personal accounts or XXXX for business accountsXXXXSincerely,\nConsumer & XXXX XXXXE-mail Security Information\n\nEmail intended for: XXXXIf you're concerned about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact us.XXXXABOUT THIS MESSAGE\nThis service email gives you updates and information about your Chase relationship.\n\nAppendix 1\nInitial Chase Wire Fraud Hold\n\nChase Fraud Alert \n\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAccount updateXXXXPlease call us about your Wire Transfer\XXXX XXXX XXXX XXXX:\nWe placed a hold on your wire as part of our internal review process. For your security, please call us at XXXX to confirm your wire details. Well cancel your wire on XXXX if we cant reach you or dont hear from you.\nWe need the fastest way to contact you.\nSign in and make sure your personal profile includes your mobile phone number.\n\nSecurity tip:\nChase will never ask you for your account number or password in an email.\nSecurely access your accounts in the Chase Mobile app or at chase.com.\n\nEMAIL SECURITY INFORMATION\n\nEmail intended for: XXXX XXXXf you have concerns about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact usXXXXABOUT THIS MESSAGE\n\nThe Chase Mobile app is available for select mobile devices. Message and data rates may apply.\n\nThis service email gives you updates and information about your Chase relationship.\n\nChase cannot guarantee the delivery of alerts and notifications. Wireless or internet service provider outages or other circumstances could delay them. You can always check chase.com or the Chase Mobile app for the status of your accounts including your latest account balances and transaction details.\n\nTo protect your personal information, Chase won't ask for confidential information in an email.\n\nYour privacy is important to us. See our online Security Center to learn how to protect your information.\n\nJPMorgan Chase Bank, N.A. Member FDIC\n\n 2024 JPMorgan Chase & CoXXXX XXXX\nContemporaneous Email Notes of Chase Recall Request\n\n---------- Forwarded message ---------\nFrom: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnSubject: Re: fraud chase\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWire Research said the money is still in XXXX  but they are refusing to return it\nChase Claims does not consider this fraud. I am escalating it. On the phone waiting for a supervisor.\n\nWire Research - XXXX  is the guy there- claims they are initiating another recall.\n\nThey seem to think that this is our responsibility.  My parents are XXXX XXXX XXXX XXXXnd this was done under duress! The branch did not pick up on this and they should have so I hold them responsible. I am a contact and have access to the account- they had declined an online transfer right before that and suspected fraud but did not notify me when it was XXXX!  I hold them responsible too.\n\nPlease let me know what we need to do here. I am grateful thank you.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXI have escalated this to the Supervisor of the Chase Claims Department- XXXX. They are proceeding with initiating another wire recall and are in touch with XXXX XXXX XXXX who is requiring a Hold Harmless letter. Chase is sending that today. I have been told to follow up in two business days.\n\nUsually XXXX  responds within a day.\n\nPlease let us know what you find."

Company response to consumer: Closed with explanation