Consumer complaint received 2026-05-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I was a victim of an elaborate bank impersonation scam in XX/XX/XXXXXXXX and unfortunately transferred a total of {$25000.00} to the scammers. Fraud reported to Chase and Chases response after their investigation was that it was authorized it so no money would be returned to me. The denial states only that the transaction was authorized, without addressing the specific facts of my case or the circumstances under which that authorization occurred. It seems that this was treated as a simple authorized transaction without addressing clear fraud indicators and inconsistencies in handling. The authorization of this wire transfer was obtained through a bank impersonation scam in which I believed I was acting under the direction of Chase fraud personnel to protect my account, not sending money to a third party. This situation involves deception and manipulation, not an informed or voluntary transfer. All contact occurred over phone and all parties indicated they were with the fraud department at chase bank. When questioned they said I could look up the phone number on the internet. I did and that was proof to me. Initially they told me that I was a victim of identity theft and someone had opened an account in my name and had been attempting to make transactions through several platforms. I spent hours on the phone with these people who seemed very legitimate. They had me log into accounts and type in a bunch of codes and numbers plus fraud " agents ' '' names. They were doing this to ensure that security parameters were in place and working, that the FBI had been contacted and that I would get a full report when we were done. They had me doing this for hours. This was done on XXXX XXXX, XXXX, XXXX, XXXX, and finally XXXX. For all attempts the transfers were denied and they would say that was perfect and that the security parameters they had set up were working. With XXXX, a few attempts were made and one went through for {$500.00}. I was not checking my accounts because they would direct me not to log on in order for the accounts to refresh so I did not even see that money was gone. By the time they directed me to transfer money from my savings to my checking and send a wire transfer, I just thought this was standard procedure and was used to it. I had never sent a wire transfer before. I was told the money was being transferred to a secure account with heavy security parameters. When I asked why not just close the accounts, they said we needed to leave my accounts open with some funds in them so that the perpetrator would make try to make another withdrawal or another transfer and when they did that they would be caught and I could press charges. To put my money into the secure account I needed to do a wire transfer and I did. {$25000.00} on XX/XX/XXXXXXXX I had never sent a wire transfer in my life. Chase did leave a voicemail and emailed me with an alert, but I did not see those messages. I did not receive a text. The impersonator said I needed to go into the branch to confirm that it was me authorizing the wire transfer. I could not go into the branch, so they said the branch would be calling me and asking questions and that wire transfers needed to be authorized by noon. I had not received a call from the branch, by noon so I called the number they had been calling me fromthe Chase fraud department. I explained to the person who answered that I had been working with XXXX from the fraud department and that I was informed that I would be getting a call from the bank to confirm a wire transfer by noon today and I was concerned I had not received a call. This information alone should have raised some suspicion. She texted me a code and I told her the code. She did not ask me any questions that would have assisted in identifying that I was a victim of a scam. She did not inquire as to whether someone had asked me to wire money or whether I had received a call or email alert from chase. She did not mention that this transfer seemed suspicious or that it was flagged. She just put me on hold for a brief time and when she returned she told me Okay it's done. I am assuming that it was actually the bank I was speaking to that time. Still completely trusting the criminal scammer I set up another wire transfer. The actual Chase Bank fraud department called me, and this time on I answered ( on XX/XX/XXXX ). He asked me very specific questions. He said he had been watching my account and that I was definitely a victim of a scam and stopped the transfer. This call saved me from losing the rest of my savings. I filed a fraud claim on that very day XX/XX/XXXX. They put a recall on the funds and said it would take 10 business days before I could get an answer about any recovery of money. The money had been wired to a chase bank account in New Jersey. I called several times over the next few weeks with inquiries and questions that no one could seem to answer about process and procedures chase has in place for preventing fraud. They would tell me they were investigating and they were doing everything they could to reclaim my funds. They said this up to and including my most recent call on XX/XX/XXXX. The denial letter I received from the bank was dated XX/XX/XXXX. This is only 4 days of recall, reclaim, investigation. I would like a full accounting of the investigation including whether they followed their own protocol for stopping fraud and for reclaiming my money. If I had been asked questions when I called that day I may have been spared this incredible loss. I would like a reconsideration of reimbursement or partial reimbursement based on the full context of impersonation, grooming, deception, and mainipulation. I have filed a complaint with OCC and have sent an escalation letter to Chase. I am doing all I can do short of getting a lawyer at this point. I hope you can help.

Company response to consumer: Closed with explanation