Consumer complaint received 2025-11-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: ID

Complaint narrative:
On XX/XX/XXXX at XXXX hrs I got a text message from ( XXXX ) XXXX I received a text message stating Chase Bank : did you attempt to make a purchase for {$170.00} at XXXX  with your debt card on XX/XX/XXXX. Reply with YES/NO/HELP. Msg & data rates may apply. To opt out, reply STOP.

I replied with No and received another text message one minute later from the same number stating I would receive a call from a representative. That representative called from ( XXXX ) XXXX and stated he was a representative from Chase fraud department. He asked if I made the initial transaction at XXXX and I said no. He they stated he would get the charges reversed, but stated he saw some wire activity for the amount of {$9300.00} requested by a XXXX XXXX in XXXX, Az and asked if I recognized or made that transaction. When I said I didnt he informed me that we would need to undergo a wire reversal. He instructed me to move {$7000.00} from my savings account to my checking account and then to wire {$9300.00} from my checking to a different account number with my name on it, tied to XXXX XXXX. After this was complete he stated he noted some similar fraudulent activity from a XXXX XXXX account with my name on it and instructed me to wire {$9700.00} from my wifes and my joint savings account to a different account that had my name on it, which was a Chase account. It was not an account I was familiar with and did not set up a different account with Chase or XXXX XXXX. I called my wife during this time and told her about what was going on and she went to XXXX XXXX to speak with the branch banker about 10 minutes after the transfer happened. A claim was then filed with XXXX XXXX. 
I went to a local Chase branch and spoke with a banker there regarding the events within 30 minutes of the transfer. He created a claim with the assistance of the claim department, whom he called in my presence. We were then asked to continue to follow up with the claims departments. I was told not to change my account information until the claim was settled and after the money was returned. The wire transfer was in pending status for several hours after the conversation with XXXX XXXX and Chase.

I got a letter sent to my mobile banking app on XX/XX/XXXX stating that the claim was settled and the money would not be reimbursed. It also stated if I believed it was fraud I should change my account information. I called the fraud department this morning, XX/XX/XXXX, to discuss this. I first spoke with XXXX, then with XXXX who ultimately stated there is a joint responsibility to ensure the security of the accounts but there is nothing else that could be done.

We returned to the Chase branch this morning to get more information and the banker I spoke with, XXXX, called the fraud department in my presence also. Per their conversation they did not have a record of the claims correspondence letter ( stating the issue was settled and the account wouldnt be reimbursed ) being sent. A new claim was filed today.

Throughout this process there was a lack of concern for the protection of the customer and the response I had received from the Chase fraud department was entirely dismissive. This is not a small sum of money and they didnt seem to care or ask other questions, or have a desire to take steps to protect its customers, but made it seem like it was my fault that someone pretending to be them had intimate knowledge of their system and was able to steal money without raising suspicion

Company response to consumer: Closed with explanation