Consumer complaint received 2025-01-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
A summary of what I am dealing with since XX/XX/year> when I unexpectedly received a text from Chase that a wire for {$17000.00} was initiated from my account. I immediately called the Chase Fraud Dept. and explained that I had not communicated with anyone, and did not send a wire. I was simply trying to log into my account through www.chase.com and the Chase page wouldnt load ( not unusual with XXXX in NY. ) After a couple of attempts I switched browsers. The Chase page asked for authentication with a login code ( which is part of the regular Chase security ), which I entered. Chased promised said they will investigate and assured me that they will try to reverse the wire which could take 8 days. I implored them to act immediately, before the money was withdrawn from the thieves account. Hours later I received the first email that the fraudulent wire was in process. I immediately filed a police report and FBI report. 
Several days later I received a letter from Chase with a determination that I had authorized or benefitted from the transfer, and they would not refund the money. I called Chase on XX/XX/XXXX, and they said they were trying to recall the funds. They also said that that their determination was based on the transfer and PIN coming from my IP address. I explained that antivirus software showed that there was a XXXX  installed on my computer, which was being controlled remotely. Basically, my screen showed that I was not logged in. Apparently the hacker was indeed working in the background draining the funds. The rep. acknowledged that the hacker must have temporarily deleted my email, so I should not get notification when he added himself as a recipient and submitted the wire. I asked for an address to send in evidence and they were only willing to give me a fax number. I had my banker fax it in on XX/XX/XXXX. Chase denied getting the documents. I had a different banker fax it in again, XX/XX/XXXX. Again they claimed they never got them. When I said either the investigators or bankers were not being truthful they gave me a physical address to mail it to. I sent them evidence with return receipt ( copies enclosed ) three times. I submitted evidence of the XXXX  hack, police and FBI report and XXXX surveillance video covering the duration of the alleged transfer, showing what I was doing the entire time and that I was not involved in any transfer. They could even see that my computer ( the only XXXX XXXX device I have ) was NOT logged into Chase at all. 
In repeated calls to Chase, they asserted that the other receiving bank was not cooperating with the wire recall. However, on an earlier call I was informed that the wire went internally to another Chase account! The agents admitted this every time I pointed it out, but could not provide a plausible explanation for why Chase released the money. 
With no help from Chase, we investigated and found that the money was wired to a professional computer IT person, who had worked for numerous banks INCLUDING JP Morgan Chase and other financial companies. His XXXX page noted that he was professionally trained as an ethical hacker. 
I emailed the Chase executive office with all the above information ( letter attached ). I received a call back from the Executive office ( the first communication initiated from Chase since XXXX ) that the money was indeed stopped, and not transferred to the hacker. I was told to call wire research and they will instruct me how to recover it. I called XXXX XXXX and they contradicted this and said, NO, the money WAS transferred and withdrawn. 
Perhaps you can help us get an explanation, why Chase would not flag a transaction that was preceded with an email deletion, a newly added recipient, and a much larger than typical wire amount bringing my balance to the lowest ever? Why they have no system in place to reverse or at least place a hold on funds transferred within their own bank after being IMMEDIATELY notified of fraud? Why customers have no access to a representative who actually liaises with the investigators, to get accurate, non-conflicting information? If Chase investigates after their initial subjective findings, and is interested in honoring their zero fraud guarantee, why didnt they ever address the specific evidence I submitted? How does simply trying to log into your account using Chases own log in methods constitute a wire authorization? Why doesnt Chase differentiate in their text messages between log-in codes and wire transfer codes if they want to prevent fraud? What benefit did I receive by having my money stolen unbeknownst to me, by a hacker? 
Please help me recover these stolen funds.

Company response to consumer: Closed with explanation