Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
Subject : Improper Fraud-Call Procedures, Conflicting Information, and Mishandled Security Actions by JPMorgan Chase Financial Institution : JPMorgan Chase Type : Checking / Estate Account Date of Issue : XXXX XX/XX/year> Customer Location : XXXX XXXX XXXX Description of the Problem ( What Happened ) On XXXX XXXXXX/XX/XXXX, I received a fraud-alert text message from short code XXXX at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, asking me to confirm a check for {$7200.00} on my account ending in XXXX. I did not respond immediately because the amount closely matched a check I believed I had written, and I needed to confirm whether it was legitimate. 

Approximately XXXX minutes later, I received a call from an individual identifying himself as XXXX from the XXXX XXXX Department. During this call, several serious issues occurred : Before providing any sensitive information, I asked XXXX multiple times whether he could simply verify who the check was written to specifically asking if he could confirm whether it was made out to XXXX XXXX XXXX, XXXX, which is who I believed the check was issued to. 

XXXX refused to answer this simple verification question and insisted he needed my full account number before he could proceed. 

This placed me in an uncomfortable position and directly contradicts what Chase branch employees later told me about their training. 

XXXX insisted that I provide my full account number over the phone, even though branch staff later confirmed Chase employees are trained NOT to request full account numbers for security purposes. 

XXXX applied time pressure, stating that if I did not resolve the matter by XXXXXXXX XXXX, the check would be stopped, which again resembles common scammer behavior. 

After I accessed my account and reluctantly provided the full account number, XXXX abruptly disconnected the call without explanation and never called back. This created a severe panic, as it mirrored the exact behavior of scam attempts. 

Believing I XXXX have been scammed out of nearly a quarter-million dollars, I immediately contacted Chase. I was transferred repeatedly. XXXX representative told me the account was frozen, but this only occurred because I demanded it multiple times out of fear. 

When I was transferred again to the XXXX Department, that representative told me the account had NOT been frozen, directly contradicting the earlier employee. This inconsistency created even more confusion. 

The XXXX representative subsequently confirmed that XXXX was a Chase employee and that the call was legitimate. When I asked why he disconnected or why he did not call back, I was told he might have been to busy and no further explanation could be provided. I then filed a complaint with a supervisor, who informed me that the issue would be handled internally and that I would receive no follow-up, despite the seriousness of the situation because their employees have rights also. 

Two days later, on XXXX XXXX XXXX XXXX XXXX, I met with XXXX Chase bankers at the XXXX, Indiana branch during a previously scheduled appointment. After I explained what occurred, both bankers immediately told me : They are trained to tell customers never to provide full account numbers over the phone Based on my description, they would have assumed the call was a scam The fraud representatives script and pressure tactics strongly resembled known scammer methods This involved an Estate Account ( with its own XXXX ) that was near completion and scheduled for closure after final disbursements. While the financial exposure was limited due to the timing, the procedural mishandling and conflicting information caused extreme distress. 

Why CFPB Intervention Is Necessary XXXX fraud-handling process appears inconsistent, unsafe, and contradictory. Key issues include : Improper request for full account number over the phone, contradicting XXXX own training. 

Refusal to confirm payee information when that would have resolved the issue safely. 

Unexplained call disconnection immediately after receiving sensitive information. 

Contradictory statements from different Chase representatives regarding account-freeze status. 

High-pressure tactics that imitate scam methods. 

No follow-up or accountability, despite this involving sensitive security procedures. 

Lack of clear, consistent fraud-verification protocols, putting customers at risk. 

Given that about XXXX year ago my sister XXXX XXXX XXXX had previously experienced a significant fraud incident involving Chase where she incurred loss of the entire account that Chase refunded only to take refund back hours later ; to me this episode caused substantial emotional distress and raises concern and lack of trust about XXXX ability to protect customers.

Company response to consumer: Closed with explanation