Consumer complaint received 2025-07-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
On Wednesday, XX/XX/XXXX, I was contacted by a caller claiming to be a part of Chase 's Fraud Department, specifically associated with XXXX. He called me from the phone number ( XXXX ) XXXX, which is the same phone number as a local branch of Chase Bank here in XXXX XXXX, which is why I was led to believe the call was legitimate. 

The caller explained that someone was trying to make account transfers via XXXX from my various checking accounts They were calling to help me to make steps to secure my account and reverse the transactions, because it was time urgent and I was about to get all my money stolen. Again, because they were calling from an actual Chase phone number, and because of the time-sensitive pressure of the situation, I subsequently believed them. 

First, the caller manipulated me into sending {$500.00} to a receiver named " XXXX XXXX '' and input a code " XXXX XXXX '' in the notes box. On XXXX, " XXXX XXXX '' was registered as XXXX at the number ( XXXX ) XXXX. 

Then, the caller manipulated me into sending {$2000.00} to a receiver named " XXXX XXXX '' and input a code " XXXX XXXX '' in the notes box. On XXXX, " XXXX XXXX '' was registered by the same name at the number ( XXXX ) XXXX. 

( The caller then advised me to go into my XXXX XXXX Checking Account, and manipulated me into sending {$500.00} to a receiver named XXXX XXXX at the number ( XXXX ) XXXX. HOWEVER, I have already spoken with XXXX XXXX and submitted a claim, and they have already reimbursed my account with {$500.00} and closed the claim. But I am including this as I want to provide as much information as possible. ) The caller claimed that these were all XXXX-linked phone numbers and that these actions would help reset the system and reverse the fraudulent transactions currently on my account. He told me to send screenshots of these XXXX transactions to XXXX ( XXXX ) XXXX so that the Chase Fraud Department could add this to their case file and email me the complete case file. 

( Screenshots and pictures are attached below in the files section ). 

I grew suspiscous when the caller tried to access my XXXX XXXX and XXXX. When I asked to speak the caller 's manager, I noticed there was no sound of the changing of phone lines or dial/tone, and I realized I had been a victim of fraud. I immediately hung up, canceled my debit card linked to the checking account, and called Chase in an attempt to reverse the transactions. 

Chase was no help. They said the transactions were already complete and could submit a claim on my behalf, and the only thing at the moment I could do is submit a police report. They said they would take 7-10 business days to complete the investigation, and in the meantime, provide a provisional credit of {$2500.00}. I then drove to a local branch of Chase Bank and spoke with a representative who provided the same information. I called XXXX and they told me the only people that could help me were with Chase. 

In the next two days, checked my Chase checking account on XX/XX/XXXX and XX/XX/XXXX, and there was NO provisional credit posted NOR were there any updates to my claim. 

On XX/XX/XXXX, Chase posted a letter in my account with an update. It only said " Thank you for contacting us about the transaction ( s ) on your account. Here 's what you should know : No action will be taken. This inquiry is now resolved. '' ( This letter is attached below in the files section ). 

This was frustrating. Chase did not provide me any information WHATSOEVER about the investigation and just closed the claim instead of helping me, even though I have been a loyal customer and been banking with them for years. 

When I submitted a claim with XXXX XXXX, they immediately submitted a claim and helped me, reimbursed my account back, and closed the claim. There is no reason why Chase can not do the same here and help me. 

I am a victim of fraud/scams and I need Chase to protect me and reimburse my account with {$2500.00}. I appreciate the help from the Consumer Financial Protection Bureau, thank you.

Company response to consumer: Closed with explanation