Consumer complaint received 2025-10-24 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: IL

Complaint narrative:
We are filing this complaint and request for review regarding a denied wire fraud claim with JPMorgan Chase Bank , N.A . The transactions in question were the result of a fraud impersonation scam, in which the account holder, XXXX XXXX, was deceived into transferring funds after being contacted by criminals posing as Chase Banks customer service department. 

On XX/XX/year>, XXXX received a text message that appeared to be from Chase stating : Did you make a large purchase at XXXX? He clicked No, and was immediately called by someone claiming to represent Chase Customer Services. The individual had access to realistic information about the account and impersonated a customer service representative from Chase Bank. 

Believing he was speaking to a legitimate bank representative at Chase Bank, XXXX followed their instructions to protect his account. Multiple wire transfers were then initiated without his intent or informed consent. 

Chase Bank has denied our reimbursement claim on the grounds that the transaction was authorized. However, this case clearly meets the definition of induced or authorized push payment ( APP ) fraud, where authorization was obtained through deception. Federal consumer protection standards and OCC guidance on scam-induced transfers recognize that victims who act under deception have not truly authorized the transaction. 

Timeline of Events XXXX XXXX received a text message XXXX stating to be Chase Bank alerting an attempted purchase at XXXX. XXXX replied to the text No and then called the number from which the text was sent and denied the charge. While on the phone the representative asked if XXXX had sent wire transfers on XXXX for {$9800.00} and {$9300.00} from Chase account ending in XXXX. I said no and stated this wire was fraudulent. The person on the phone said they would mark the wires as fraud and call me the next day to confirm the funds were not wired. 

XXXX Approximately XXXX XXXX XXXX a call from XXXX stating to be a customer service rep for Chase Bank . The person asked if I had sent 2 additional wires. One wire from an account for {$8400.00} and a wire from account for {$8900.00} I stated we did not initiate any wire transfers from either account and asked if they could block these transactions. 
XXXX XXXX called Chase to inquire about the wire transfer from the account for {$8900.00} and stated this was a fraudulent transaction and that neither he nor XXXX sent this wire. 

I called chase Friday afternoon to formally file a fraudulent wire transaction against accounts and was given Claim # XXXX. 

XXXX XXXX called Chase Monday XX/XX/year> to follow up on the claim # XXXX. The claims department said it would be up to 10 business days before a decision was made. XXXX XXXX XXXX filed an IC3 Complaint Submission ID : XXXX XXXX XXXX called Chase to check on the status of the claims and the representative stated the claims were denied. XXXX asked if they could appeal and if there was anyone else he could speak to and the representative said that was all they could do. 

XXXX XXXX called Chase to check on the status of the claims and the representative stated the claims were denied. XXXX asked if they could appeal and if there was anyone else he could speak to and the representative said that was all they could do. 
XXXX XXXX submitted a Letter to the Office of the Comptroller of the Currency ( OCC ) ( Regulator for JPMorgan Chase Bank , N.A . ) XXXX XXXX submitted a complaint to the Consumer Financial Protection Bureau ( CFPB )

Company response to consumer: Closed with explanation