Consumer complaint received 2025-08-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
My online Chase bank account was hacked and connected to 2 foreign devices ( XXXX XXXX and XXXX XXXX  ). This person did a wire transfer {$10000.00} from my checking account to XXXX located in XXXX XXXX, California on XX/XX/XXXX around XXXX EST. When I realized that my bank account was hacked, I immediately contacted Chase Customer Service on the same day around XXXX EST and filed a claim. 

After waiting 3 days and not hearing back from Chase, I called Chase customer service on XX/XX/XXXX to follow up. I was told the claim was never filed, and by then my money was already gone. After the claim was filed on XX/XX/XXXX ( case # XXXX ), I've been calling Chase Claim department for weeks since no one got back to me once. After waiting for weeks, I was told by the claim department that Chase has closed my case because the investigation shown that passcode was sent to my phone and initiated the wire from my IP address. In order to re-open the case, I would have to provide and submit new document and the only way to submit was through their fax machine. Fax Claim Dept # XXXX Luckily, I was able to find the security setting from Chase online banking web, which showing all the devices connected to my online banking accounts, which showed the two XXXX devices were temporarily linked to my accounts and later deactivated around the time crime occurred about XXXX EST. I printed out and faxed over the screenshot to the claim department at least 6 times, including one time I had asked the Chase banker to fax over from the branch. For some reason, the claim department kept on insisting that they never received my document for the first 5 times including the one from Chase branch. After waiting for a week or two and not hearing back from Chase, I called the claim department and only to find out that they closed my case because I needed to prove those 2 devices were not mine. 

I then asked my cellular service provider to give a proof that showing all the phones that I own and service by the company. I was able to get a printout, which showed they were all XXXX  products. I never used XXXX products and do not own any XXXX, which I believe Chase also can see it from the security page since the date that I started banking with them years ago. 

After getting the cellphone printout, I faxed it over to the claim team at least 3 times, and yet they insisted that they never received. Finally, I filed a complaint to XXXX about the case. Shortly after, someone from the Chase Executive office contacted me in regard to this case and she would take over from this point on. She asked me to email the new document and would get back to me soon. After waiting for weeks, I got a call from Chase Executive office that someone else took over my case. I believe her name was XXXX. I explained to her the situation and emailed her all the documentations. 

Finally on XX/XX/XXXX, she called and told me that the recipient bank ( XXXX ) has sent over an indemnity letter stating that they will refund back my money and requested Chase to send over some type of form. She even gave me the Chase Wire team phone number ( XXXX ) and asked me to follow up with them on the status of the refund. However, when I called the Wire team today XX/XX/XXXX, I was told by the Wire team that XXXX never sent such letter to Chase and was told by XXXX that they are unable to refund me the money since the recipient account owner refused to return the wire. In addition, this claim case has closed again the second time by Chase.

I need help to fight this case and get my money back! Thank you!

Company response to consumer: Closed with explanation