Consumer complaint received 2025-05-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am writing to urgently request your assistance regarding a sophisticated financial scam that resulted in the unauthorized withdrawal of {$2200.00} from my XXXX XXXX account. Despite taking swift action and filing reports with the involved institutions, I have not been able to recover my funds, and I am now in a severe financial crisis. 

On XX/XX/XXXX, I received a phone call from XXXX from an individual claiming to be part of XXXX fraud department. I was told that XXXX suspicious transactions had been made from New York and Ohio, which mirrored actual unauthorized charges that I could see on my XXXX account at the time lending credibility to the call. 

I was then transferred between multiple representatives, all of whom sounded professional and convincingly represented themselves as experts in XXXX and financial fraud recovery. They ultimately instructed me to download a remote-access application called XXXX XXXX XXXX XXXX XXXX XXXX XXXX Believing I was dealing with a legitimate fraud team, I followed their instructions. 

These individuals used that access to take control of my device and access my XXXX XXXX account, where they initiated a withdrawal totaling {$2200.00} without my authorization or knowledge. I did not share any passwords or personally approve these actions, and I firmly believe I was manipulated in a highly coordinated scam by individuals with insider-level knowledge of financial systems. 

As soon as I realized what had occurred : I filed a claim with XXXX XXXX minutes thereafter on XX/XX/XXXX which was later denied and closed on XX/XX/XXXX I immediately contacted Chase Bank on XX/XX/XXXX, where the transaction was still in a " pending '' status. Despite this, no action was taken to XXXX, reverse, or recover the funds. 
I reported the incident to XXXX on XX/XX/XXXX, closed my account, and flagged the suspicious activity. 
I filed a police report with the XXXX XXXX XXXX, XXXX XXXX on XX/XX/XXXX ( Case # : XXXX ). 
I closed all related accounts ( Chase, XXXX ) out of fear that these criminals may have further access to my personal and financial information.

This crime has left me in serious hardship. I am a single mother, and this financial loss has directly impacted my ability to pay for basic necessities like housing, food, and utilities. I am under tremendous emotional and financial stress due to a situation that could have been avoided had XXXX XXXX and Chase acted with more urgency when I first reported the scam, especially while the transaction was still pending. 

I am requesting that the CFPB intervene in this matter and ensure that : XXXX. A full investigation is conducted. 
XXXX. My claim with XXXX XXXX is reopened and re-reviewed. 
XXXX. Chase Bank is held accountable for not acting while the fraudulent transaction was still pending. 
XXXX. Any relevant reports or findings are escalated to appropriate cybercrime and federal financial crime units. 

I truly hope that the CFPB can help me find resolution and justice in this case. This is not a matter of oversight or negligence on my part. I was targeted and manipulated by professional scammers. The financial platforms involved had opportunities to stop this and failed to protect me. 

Thank you for your time, support, and any assistance you can provide in recovering my stolen funds.

Company response to consumer: Closed with explanation