Consumer complaint received 2025-08-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am having an extremely difficult time getting any help from the police department or chase bank to try and side me in recovering a {$9700.00} deposit made into a drive thru chase ATM under the advice of what I thought was a XXXX XXXX fraud agent. I went to the branch and they said they can't access the footage or find out what account theoney was put in or givee the name and number of their fraud team who specializes in getting this type of info. I'm in the process of trying to file a police report who are also not taking this seriously and don't want to file my report since I'm unable to come to the station in person due to my work obligations and being out of town despitee having call logs and screen shots from the scammers. I have the time I made the deposit and ATM number and this could easily be help my case and stop these people from operating if Chase would find the time of my deposit and account it went into and work with my banks fraud team or the police to stop these people. This happened around XXXX XX/XX/XXXX. Chase says they can't help me cause I don't have an account or receipt from the deposit. Below is my full account of what happened that I have sent off to the XXXX XXXX as well as the fraud department at XXXXXXXX XXXX  twice I notified the officer I thought he might want me to answer the call to listen in but he didn't give any instructions and I did not answer or call back. I let him know I had call logs txt messaged and some card numbers I had written down but that I had tore up the paper and was going to try and piece it back together but they were full card numbers with expiration dates and security numbers and wanted to file a report. I had tore up the paper with all the card numbers but I hadn't thrown them out yet and put them all in a plastic bag so I could try to piece them all back together I'm hopes that one of these cards will be linked to the account I deposited myoney into. Below is all the records of have of this event call logs, text messages, a napkin with the name and number of the XXXX recipient and the memo codes I was told to add and confirmation numbers. I also have the ATM ID number I deposited the {$9700.00} in. 
This is my formal statement in regards to the scam to get me to withdrawal {$10000.00} and fraudulent charges to XXXX XXXX XXXX XXXX in the amount of {$4500.00}. I had had some fraudulent charges posted to my account so the previous day I went and got a new debit card and froze my old one. At XXXXXXXX XXXX I got a call from a XXXX XXXX phone number XXXX. 
When I answered a female replies saying she was with consumer affairs or something of that nature and and toldenthat she she's I've been making my payments on time. I said payments for what to which she replied your credit card payment. I had just recently gotten a new credit card and had made multiple payments so what she was saying made sense but I didn't recognize the number and sent it to XXXX XXXX  to ask if it was a scam which came back as yes. She proceeded to say that I had a {$7000.00} outstanding balance. My balance and credit line are nowhere near that amount so I quickly hung up. 
I'm not sure if this person is part of what happened later that afternoon or not but I that was the first attempt at trying to scam me that day. At XXXX I got a txt saying Free Msg : XXXXXXXX XXXX XXXX Attempt @ XXXX XXXX For {$670.00} Reply Yes or No Msg & Data May apply I replied N. And received a message saying Thank you for your response a verified agent will get in contact with you shortly. Around XXXXXXXX XXXX  same day I get another call my caller ID showed XXXXXXXX XXXX  it was the same number I had called the previous called Fri XX/XX/XXXX about some smaller charges to my account. I have attached my bank statements with all charges and withdrawal regarding this incident. When I answered I was told that this was the XXXXXXXX XXXX fraud department and they were calling due to some suspicious activities on my account and said a wire transfer for the amount of {$17000.00} was just approved in North Carolina and he asked if I was currently there or approved the transfer I immediately said no he also told me there were over {$3000.00} in XXXX charges and {$4500.00} sent via XXXX to a XXXX XXXX that had been made as well. 
They were in the process of stopping the wire but it was approved that this person had gone into the bank as me and made the transfer and to help aid in stopping the transfer I needed to go and withdraw {$10000.00} so there wouldn't be enough funds. I had thought that was weird and again asked XXXX XXXX  if this was normal and was told yes along with the number being legit. I went and took out the money I was told not so say anything that they don't know who else is in on this and that the bank tellers might be compromised as well and they don't want to alert the scammers and that he would wait on the line with my. The call dropped as I was leaving so I called back the number while ringing I got an incoming call from XXXX which I assumed was him calling back so I ended my call and accepted this new one. He said now that I had my funds he was going to finish up stopping the transfer and that he would be setting me up a new bank account and that I was to take the funds to their sister company and that I would be given a temporary debit t card to add to my XXXXXXXX XXXX  since my cards had been compromised as soon as the numbers were generated. I was sent a text message saying age asked to take a picture with XXXXXXXX XXXX please take a verification picture holding your funds to confirm you successfully Decline Your wire for {$17000.00} so I did. 
I was told that he was just finishing up and that the wire had been stopped. I didn't really understand how this was possible for someone to go into a bank as me and he told me they probably bought my info off the dark web made an ID and then went into the bank to make said transfer which I thought was very elaborate and high end for a scam. He was very calm and patient and had an answer for all ofy questions and made sure that I understood the reasoning behind the instructions he was giving me. He then told me he was going to close my account and open me up a new one.. I had asked why I couldn't just go into the bank and Open a new account and again he told me because he didn't know if my bank has been compromised. That I was going to deposit theoney back into my new account and that the remaining money would be transferred. I was instructed to go to chase and go to the drive thru ATM so owe went to the Chase off XXXX XXXX and XXXX but it was only a walk up and was super busy and he told me not to get out of the car for my safety with that amount money. 
I XXXX the next closest chase bank which was in XXXX about XXXX min away. I thought he was wanting me to go to a bank with a drive thru teller and I was telling him I hadn't seen a bank like that in a long time and he then explained it just needed to be a drive up ATM again he was very patient and calm and was starting to feel like this guy really saved me. He again told me he was finishing everything up on his end to let him know when I got to the ATM and that he would give me a temporary card to add to my XXXXXXXX XXXX so I could make the deposit as soon as the card has been generated and linked to my new account. I said I wasn't aware that chase and XXXX XXXX  had any ties and he said that this was their procedure for large fraud attempts to protect their customers. Upon arriving he started giving me the numbers to add a temporary card so that I could make my deposit. 
I had previously been having issues adding cards and was not able to do so and had written down the number he gave me in case I needed to call XXXX customer service and add the card later he gave me 3 different cards and I wasn't able to add an of them during this time I realized it was because I had too many cards I had not removed some of my old temporary and debit cards from times I had lost or they had been compromised and gotten new ones. After deleting my old cards he gave me one more whichI didn't write down by now I had been on the phone with him for over an hour and I was getting tired and hungry from not eating all day and i was sure that I had fixed the problem. 
The card was accepted and I was given a code to connect the card. I was told to open my XXXXXXXX XXXX and tap to start the deposit and he gave me a pin believe it was XXXX I put the $ XXXX in and only $ XXXX went thru and the rest was spit back out. He said I'd just have to do multiple deposits and said to make sure I had the receipts emailed and not printed I didn't notice the the email it was going do other than it was a XXXX account so I assumed it was mine i then proceeded to deposit the last $ XXXX and but only half was accepted he gave me the pin again and I proceeded to make the last $ XXXX deposit which only {$700.00} was accepted. He said I could do the rest later. I said I hadn't gotten my receipts and he said they were coming. 
Next he went over some other charges the I don't remember the exact number it was like XXXX and change in apple pay which I don't have an apple account or use and XXXX the {$670.00} attempt at XXXX XXXX and then 3 separate XXXX payments to XXXX XXXX. He said we were now going to reverse the XXXX  payments so I opened my online banking app added XXXX XXXX and his number XXXX and proceeded to fill out a send/receive request in the amount of {$2000.00} {$1500.00} and {$1000.00} he explained to me that this was going to show up as a scam which is did and that he was going to give me a code to put in the memo to stop the payment and refund me the money for the {$1000.00} transfer in theemo he told me to type # XXXX and then he had me read him back the confirmation number which was XXXX. Next we repeated this process for {$2000.00} with the memory # XXXX and {$1500.00} with the memo # XXXX by now we had been on the phone for over 2 hours and I was told to delete my banking app and reinstall in 24hr to delete the the temporary card and that my new XXXX XXXX XXXX would be there within a few hours. 
I stupidly thanked him for his time and patience and we hung up. I sat there in the drive thru for a min and took a deep breathe feeling like I had just dozed a major bullet. I opened my banking app because I had a credit card payment due in the next couple of days and wanted to see how many charges were still pending I noticed that the XXXX payments were reversed and I immediately called the XXXX XXXX  number back and the lady not knowing what had just happened told me that it could take 3-10 business days for theoney to be refunded. XXXX XXXX is pretty good about quickly getting you your funds back and the next morning when I woke up and didn't see my {$9700.00} I panicked and went back to the number and noticed it no longer said XXXX XXXX like the original call at XXXX that it was a number from XXXX tx and says XXXX bank. I called XXXX XXXX  immediately at XXXX and explained what happened realizing I had been scammed that there was no new bank account and that I had deposited {$9700.00} into someone's chase account. 
I was them directed to another part of their fraud department to file a fraudulent claim for the {$4500.00} in XXXX payments and was stoldnto call chases fraud department so they could pull the footage and look at the deposits that went thru at the time I was there. When I called they said they couldn't help me because I wasn't a chase customer and I had no account info. I went straight to the bank in virine and waited for them to open hoping that I could speak with aamager so they could help me find out where I deposited thisoney and was again told they couldn't help to file a police report and from their the police can request the information I was looking for. 
I immediately called XXXX XXXX to explain what happened and was told and office would be calling me. Around XXXX Sat morning I received a call back I did not write the officers name down but proceeded to explain to him what happened during which the scammers called me back twice I notified the officer I thought he might want me to answer the call to listen in but he didn't give any instructions and I did not answer or call back. I let him know I had call logs txt messaged and some card numbers I had written down but that I had tore up the paper and was going to try and piece it back together but they were full card numbers with expiration dates and security numbers and wanted to file a report. I had tore up the paper with all the card numbers but I hadn't thrown them out yet and put them all in a plastic bag so I could try to piece them all back together I'm hopes that one of these cards will be linked to the account I deposited myoney into. Below is all the records of have of this event call logs, text messages, a napkin with the name and number of the XXXX  recipient and the memo codes I was told to add and confirmation numbers. I also have the ATM ID number I deposited the {$9700.00} in. 


This is my formal statement in regards to the scam to get me to withdrawal {$10000.00} and fraudulent charges to XXXX XXXX XXXX XXXX in the amount of {$4500.00}. I had had some fraudulent charges posted to my account so the previous day I went and got a new debit card and froze my old one. At XXXXXXXX XXXX I got a call from a XXXX XXXX phone number XXXX. 
When I answered a female replies saying she was with consumer affairs or something of that nature and and toldenthat she she's I've been making my payments on time. I said payments for what to which she replied your credit card payment. I had just recently gotten a new credit card and had made multiple payments so what she was saying made sense but I didn't recognize the number and sent it to XXXX XXXX to ask if it was a scam which came back as yes. She proceeded to say that I had a {$7000.00} outstanding balance. My balance and credit line are nowhere near that amount so I quickly hung up. 
I'm not sure if this person is part of what happened later that afternoon or not but I that was the first attempt at trying to scam me that day. At XXXX I got a txt saying Free Msg : XXXX XXXX XXXX Attempt @ XXXX XXXX For {$670.00} Reply Yes or No Msg & Data May apply I replied N. And received a message saying Thank you for your response a verified agent will get in contact with you shortly. Around XXXX XXXX  same day I get another call my caller ID showed XXXX XXXX it was the same number I had called the previous called Fri XX/XX/XXXX about some smaller charges to my account. I have attached my bank statements with all charges and withdrawal regarding this incident. When I answered I was told that this was the XXXX XXXX fraud department and they were calling due to some suspicious activities on my account and said a wire transfer for the amount of {$17000.00} was just approved in North Carolina and he asked if I was currently there or approved the transfer I immediately said no he also told me there were over {$3000.00} in XXXX charges and {$4500.00} sent via XXXX to a XXXX XXXX that had been made as well. 
They were in the process of stopping the wire but it was approved that this person had gone into the bank as me and made the transfer and to help aid in stopping the transfer I needed to go and withdraw {$10000.00} so there wouldn't be enough funds. I had thought that was weird and again asked XXXX XXXX if this was normal and was told yes along with the number being legit. I went and took out the money I was told not so say anything that they don't know who else is in on this and that the bank tellers might be compromised as well and they don't want to alert the scammers and that he would wait on the line with my. The call dropped as I was leaving so I called back the number while ringing I got an incoming call from XXXX which I assumed was him calling back so I ended my call and accepted this new one. He said now that I had my funds he was going to finish up stopping the transfer and that he would be setting me up a new bank account and that I was to take the funds to their sister company and that I would be given a temporary debit t card to add to my XXXX XXXX  since my cards had been compromised as soon as the numbers were generated. I was sent a text message saying age asked to take a picture with XXXX XXXX please take a verification picture holding your funds to confirm you successfully Decline Your wire for {$17000.00} so I did. 
I was told that he was just finishing up and that the wire had been stopped. I didn't really understand how this was possible for someone to go into a bank as me and he told me they probably bought my info off the dark web made an ID and then went into the bank to make said transfer which I thought was very elaborate and high end for a scam. He was very calm and patient and had an answer for all ofy questions and made sure that I understood the reasoning behind the instructions he was giving me. He then told me he was going to close my account and open me up a new one.. I had asked why I couldn't just go into the bank and Open a new account and again he told me because he didn't know if my bank has been compromised. That I was going to deposit theoney back into my new account and that the remaining money would be transferred. I was instructed to go to chase and go to the drive thru ATM so owe went to the Chase off XXXX XXXX and 2st but it was only a walk up and was super busy and he told me not to get out of the car for my safety with that amount money. 
I XXXX the next closest chase bank which was in XXXX about 10 min away. I thought he was wanting me to go to a bank with a drive thru teller and I was telling him I hadn't seen a bank like that in a long time and he then explained it just needed to be a drive up ATM again he was very patient and calm and was starting to feel like this guy really saved me. He again told me he was finishing everything up on his end to let him know when I got to the ATM and that he would give me a temporary card to add to my XXXX XXXX  so I could make the deposit as soon as the card has been generated and linked to my new account. I said I wasn't aware that chase and XXXX XXXX  had any ties and he said that this was their procedure for large fraud attempts to protect their customers. Upon arriving he started giving me the numbers to add a temporary card so that I could make my deposit. 
I had previously been having issues adding cards and was not able to do so and had written down the number he gave me in case I needed to call XXXX customer service and add the card later he gave me 3 different cards and I wasn't able to add an of them during this time I realized it was because I had too many cards I had not removed some of my old temporary and debit cards from times I had lost or they had been compromised and gotten new ones. After deleting my old cards he gave me one more whichI didn't write down by now I had been on the phone with him for over an hour and I was getting tired and hungry from not eating all day and i was sure that I had fixed the problem. 
The card was accepted and I was given a code to connect the card. I was told to open my XXXXXXXX XXXX  and tap to start the deposit and he gave me a pin believe it was XXXX I put the $ XXXX in and only $ XXXX went thru and the rest was spit back out. He said I'd just have to do multiple deposits and said to make sure I had the receipts emailed and not printed I didn't notice the the email it was going do other than it was a XXXX  account so I assumed it was mine i then proceeded to deposit the last $ XXXX and but only half was accepted he gave me the pin again and I proceeded to make the last $ XXXX deposit which only {$700.00} was accepted. He said I could do the rest later. I said I hadn't gotten my receipts and he said they were coming. 
Next he went over some other charges the I don't remember the exact number it was like XXXX and change in apple pay which I don't have an apple account or use and XXXX the {$670.00} attempt at XXXX XXXX and then 3 separate XXXX payments to XXXX XXXX. He said we were now going to reverse the XXXX payments so I opened my online banking app added XXXX XXXX and his number XXXX and proceeded to fill out a send/receive request in the amount of {$2000.00} {$1500.00} and {$1000.00} he explained to me that this was going to show up as a scam which is did and that he was going to give me a code to put in the memo to stop the payment and refund me the money for the {$1000.00} transfer in theemo he told me to type # XXXX and then he had me read him back the confirmation number which was XXXX. Next we repeated this process for {$2000.00} with the memory # XXXX and {$1500.00} with the memo # XXXX by now we had been on the phone for over 2 hours and I was told to delete my banking app and reinstall in 24hr to delete the the temporary card and that my new XXXX XXXX XXXXXXXX would be there within a few hours. 
I stupidly thanked him for his time and patience and we hung up. I sat there in the drive thru for a min and took a deep breathe feeling like I had just dozed a major bullet. I opened my banking app because I had a credit card payment due in the next couple of days and wanted to see how many charges were still pending I noticed that the XXXX payments were reversed and I immediately called the XXXX XXXX number back and the lady not knowing what had just happened told me that it could take 3-10 business days for theoney to be refunded. XXXX XXXX is pretty good about quickly getting you your funds back and the next morning when I woke up and didn't see my {$9700.00} I panicked and went back to the number and noticed it no longer said XXXX XXXX  like the original call at XXXX that it was a number from XXXX XXXX  and says XXXX bank. I called XXXX XXXX immediately at XXXX and explained what happened realizing I had been scammed that there was no new bank account and that I had deposited {$9700.00} into someone's chase account. 
I was them directed to another part of their fraud department to file a fraudulent claim for the {$4500.00} in XXXX payments and was stoldnto call chases fraud department so they could pull the footage and look at the deposits that went thru at the time I was there. When I called they said they couldn't help me because I wasn't a chase customer and I had no account info. I went straight to the bank in virine and waited for them to open hoping that I could speak with aamager so they could help me find out where I deposited thisoney and was again told they couldn't help to file a police report and from their the police can request the information I was looking for. 
I immediately called XXXX XXXX to explain what happened and was told and office would be calling me. Around XXXX Sat morning I received a call back I did not write the officers name down but proceeded to explain to him what happened during which the scammers called me back twice I notified the officer I thought he might want me to answer the call to listen in but he didn't give any instructions and I did not answer or call back. I let him know I had call logs txt messaged and some card numbers I had written down but that I had tore up the paper and was going to try and piece it back together but they were full card numbers with expiration dates and security numbers and wanted to file a report. I had tore up the paper with all the card numbers but I hadn't thrown them out yet and put them all in a plastic bag so I could try to piece them all back together I'm hopes that one of these cards will be linked to the account I deposited myoney into. Below is all the records of have of this event call logs, text messages, a napkin with the name and number of the XXXX recipient and the memo codes I was told to add and confirmation numbers. I also have the ATM ID number I deposited the {$9700.00} in. I also have written my account of how the scam went down and emailed that to XXXX XXXX which I will also attach. 
XXXX fraud amounts and claim numbers : Fraud claim {$1000.00} # XXXX {$1500.00} XXXX XXXX XXXX$2000.00} # XXXX Thanks, XXXX XXXX

Company response to consumer: Closed with explanation