Consumer complaint received 2025-02-12 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: IN

Complaint narrative:
On XXXXXXXX XXXX XXXX I received a text that there was fraudulent activity happening with my chase account. I have received this text many many times before. I was told to confirm that I received the text and that I would be called by a chase representative within 5 minutes. I confirmed it. The chase employee told me they were making sure that I authorized a {$2000.00} transfer through XXXX. I told them no, I didnt. They explained to me that I needed to open my banking app and access the XXXX tab and that in order to get my money back I had to resend it back to myself to stop the payment going through. Through about 15 minutes of me questioning what I thought was a scam, I was reassured it wasnt with employee numbers and the whole nine yards. Long story short, I was scammed to send {$2000.00} through XXXX to a stranger. When I realized what had happened I IMMEDIATELY called the chase number on the back of my debit card to which they told me they could do nothing. I called XXXX after that to be told the same thing. I then called chase back again to have my account locked and shut down, to have a new login username as well as password, stop my debit card and have a new one sent. I actually had them completely close the current account. I was hysterical. As a mother of 5, I could not understand what had happened and why chase could not help me. I dont understand why chase promotes, supports and honors XXXX on their website if they have no access to even speak to the company. They told me they dont even contact XXXX XXXX help with scams. Essentially, I was told I lost {$2000.00} and to be smarter. The only reason I kept questioning my sanity through the entire process of being scammed was BECAUSE this XXXX scam was happening through the chase app. I dont understand how I can be scammed on my chase app through XXXX and yet chase has XXXX jurisdictions to help their customers. I wouldnt have trusted XXXX had it not been on their app. I dont use money transferring apps, never had and never will again. I had the name of the person that scammed me ( XXXX XXXX ) aka the chase employee as well As his phone number ( ( XXXX ) XXXX ) that I have tried calling and requesting my money back through bc that was the advice from chase. If they have to ability to see the name and phone number of this individual why doesnt chase have the ability to find out where my money was transferred, contact THAT bank and get my money back. Why have XXXX on their website if they cant do anything for their customers through this company they are supporting and promoting. I was told they wouldnt stop trying to get my money back but that they can not just give it back to me. I have been waiting 4 months to receive my money back and have not even gotten the courtesy of an update and I want my money back. If chase can not have any authority over XXXX or help with XXXX in any way, they need to remove XXXX off their website or find a way to better be able to support their customers through the company and communicate.

Company response to consumer: Closed with explanation