Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Statement of Bank Fraud Incident Chase Bank ( XXXX XXXX XXXX ) On XX/XX/year>, I received a fraudulent text message purporting to be from Chase Bank, warning of unauthorized activity on my checking and savings accounts. The message directed me to call a phone number urgently to stop the payments. Believing the message to be legitimate, I called the number, where a person identifying himself as a representative from the Chase Fraud Division informed me of four unauthorized XXXX transfers totaling {$7500.00}, along with a {$10000.00} internal transfer from my savings to checking account. 
I clearly and repeatedly stated that I did not authorize any of these transactions, nor did I initiate any XXXX payments. The individual stated that it would take four days to cancel the transactions, and that I would be contacted for further assistance in halting the fraudulent activity.

During this call, I accessed my Chase account on my computer to review the transactions. Shortly thereafter, I lost access to my accountmy login credentials were changed without my knowledge or consent. I now believe that during the phone call, my computer or session may have been compromised, allowing the scammer to gain access to my accounts. 
Realizing something was wrong, I immediately visited my local Chase branch. There, a bank representative confirmed that : {$10000.00} had been transferred from my savings to checking, Five withdrawals totaling {$7500.00} had occurred from the checking account, I had been the victim of fraud.

The bank representative promptly froze my accounts, canceled all credit and debit cards, and filed an internal fraud and compromised account report. I was reassured that the situation had been caught in time and that the payments could be reversed or stopped.

However, when I followed up with Chase Fraud Division on XX/XX/year>, I was informed that the bank would not be reimbursing me, claiming that I was at fault. Despite this, I have not received any formal written denial or explanation from Chase as of today. The person who initially contacted me posing as a Chase representative attempted to call me again, but I confronted him, at which point he terminated the call. I have preserved the phone numbers he used for any investigation or legal action. 
I also attempted to review my XXXX transaction history through Chases online portal, but the alleged four XXXX transactions totaling {$7500.00} are not visible in my records, further suggesting account manipulation or deletion of transaction history. 
This incident appears to involve : Social engineering and impersonation of a bank employee, Unauthorized access to and manipulation of my account, Use of peer-to-peer payment systems under false pretenses, Failure by Chase to fulfill its duty to protect its customer once alerted to the fraud, Potential breach of good faith by Chase in denying responsibility , especially after assurances that the transactions could be reversed. 
I am currently exploring legal remedies, including filing complaints with the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ), and considering civil litigation for recovery of funds and any associated damages XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief