Consumer complaint received 2024-08-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Chase Bank XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX XX/XX/2024 Dear XXXX XXXX, I am writing to you as a dedicated Chase customer, a strong advocate of your brand, and someone who has consistently chosen Chase for my banking services. My unwavering commitment to Chase is a testament to the value I place on our relationship. I am contacting you as a last resort. I am deeply concerned about an issue that threatens to disrupt our positive association. 

On XX/XX/2024, I received a call from a person who said she was calling from Chase Bank to inform me that a wire transfer for {$10000.00} was being wired out of my account from Texas and that I should check my account. I was instructed to look at my account, which I did. I told the agent no money was withdrawn from my account. She said, That's good news, but I would have to stop the money from being withdrawn, and I will walk you through how to reverse this wire transfer. She talked me through reversing the money and stopping it from being wired from my account. I followed her instructions and felt secure that Chase took the initiative to inform me of this scam before anything went wrong. 

On XX/XX/XXXX, I visited the bank and was shocked to discover that {$10000.00} had been withdrawn from my account despite my efforts to prevent it. The response I received from the bank was disheartening, with every agent I spoke to suggesting that I might not get my money back, and if I did, it would be less than the amount taken due to transfer fees. This experience has significantly shaken my trust in Chase and its ability to protect my finances. I immediately contacted Chase 's corporate office to escalate this matter and was assured they would take control of the situation and provide a resolution. I urge you to treat this matter with the urgency it deserves and restore my trust in Chase. 

Before these events, on XX/XX/2024, Chase contacted me by email and text to inform me that suspicious activities were occurring on my account. I had gone to the bank on XXXX XXXX, to make a withdrawal and was told my card was no longer active due to these attempts on my account and that a new card was being sent to my home. 

On XX/XX/2024, when I received that phone call, I felt sure that it was a Chase agent on the phone with me because of the amount of money the person was trying to transfer out of my account and because of the previous warning from Chase. I was unaware that it was not a Chase agent. How is it that the scammer knew to call and warn me, and Chase NEVER checked or questioned me before wiring that amount of money? 

I have been a Chase customer for over 30 years, and I have NEVER wired that large amount of money. No one at Chase thought they should have taken a moment to check with me before wiring out my money. There are laws and regulations that Chase and its employees should be fully aware of regarding wire transfers. Yet, no one at Chase Bank thought this to be unusual when they previously warned me my account was under attack. 

On XX/XX/2024, I called the corporate branch again and spoke to the person handling my chase. Again, she said, I was waiting for more information on this case, and you may or may not get your money back because, unfortunately, Chase does not provide scam protection. I want you to have a realistic expectation of what to expect ; I am sorry. She had zero updates on my case. I was previously told to give them seven to ten business days to do their investigation, and one week later, Chase had not started any form of inquiry into my case.

To say this incident is unfortunate is an understatement, but Chase, a well-respected financial institution, to treat one of their customers this poorly is unforgivable.

I am requesting an immediate investigation into all the events before and after XX/XX/2024, including text messages, emails, phone calls, and conversations with Chase agents who knew before any investigation was conducted that I may or may not get my money back. Worse, not one agent expressed sincere remorse for what happened to me ; instead, I was blamed for what happened. Chase, who wired my money, claims to be innocent because they did not know, and I am expected to accept this loss due to Chase not knowing.

I have enclosed the proof you need to assist in my case. My account number is XXXX, and the case number assigned to my case is XXXX XXXX wire transfer, XXXX corporate. My case agent is XXXX XXXX, XXXX XXXX. If you have any further questions, please feel free to contact me. 

As XXXX  of this company, I believe it is in your best interests to keep your customers happyespecially when all they want is to use your service without interruptions. I trust in your leadership and hope you take the time to prove that your customers are important to you. Thank you for reading my letter. 

I look forward to a prompt reply, a resolution to my problem, and a full refund of XXXX to my account. 


Respectfully XXXX XXXX XXXX

Company response to consumer: Closed with explanation