Consumer complaint received 2025-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Regulation E Escalation Letter XX/XX/year> Executive Office and Chase Fraud Department JPMorgan Chase Bank, N.A. 
XXXX XXXX XXXX XXXX XXXX XXXX Re : Regulation E Claim Impersonation Fraud Case ( XX/XX/year> ) Account : Personal Account ending in XXXX ( 0ld ) XXXX ( New ) and Corporation Debit Card Corporate Account : Corporate account Debit card {$4900.00} ( reported by my treasurer on XX/XX/year> Reported : XX/XX/year> ( Personal Account ) Total Loss : {$12000.00} ( Personal Account debit card ) Dear Chase Executive Office and Fraud Department , I am submitting this formal escalation under Regulation E ( 12 CFR 1005.11 of the Electronic Fund Transfer Act ) regarding a series of unauthorized electronic fund transfers made from both my corporate and personal accounts as a result of an elaborate impersonation scam that occurred between XX/XX/XXXX and XX/XX/year>. I reported the fraud to Chase on XX/XX/year>, immediately upon discovery. 

During this period, individuals impersonating Chases Fraud Department repeatedly contacted me and my corporate treasurer, XXXX XXXX, using realistic Chase phone numbers and professional terminology such as, This is Chase Bank Fraud Department, and youre on a recorded line. They identified themselves as Chase employees : XXXX XXXX, XXXX XXXX, and XXXX XXXX, among others, providing callback numbers including XXXX and XXXX. They were highly skilled at social engineering, using fear and authority to manipulate us into believing our accounts were compromised internally ( an inside job ). 

For six consecutive days, these individuals spoke with us for numerous hours daily, gaining our trust and coercing us into actions we would never have otherwise taken. They instructed me to download various payment apps ( XXXX, XXXX XXXX, XXXXXXXX XXXX and XXXXXXXX ), enter my personal and corporate debit card details, and perform transactions under the false pretense of assisting Chases fraud investigation. They claimed these transfers were test transactions to protect our accounts and that funds would be refunded immediately. 

On XX/XX/year>, I documented all of these events in writing, and on XX/XX/year>, I reported the incident to Chase Fraud Department. Despite my timely reporting, I was informed that Chase was unable to retrieve the funds, totaling {$12000.00} withdrawn from my personal account ending in XXXX as follows : - XX/XX/year> : {$4900.00} - XX/XX/year> : {$2800.00} - XX/XX/year> : {$4900.00} XX/XX/year> {$4900.00}, taken from the Corporation account and reversed. The timeline for the fraud was the same since my treasurer was with me when the event occurred. Yet their treating the corporation account differently These transactions were made under coercion and deception and were therefore unauthorized within the meaning of Regulation E. The CFPB has clarified that when a consumer is tricked by an imposter fraudster impersonating a bank representative, such transfers are covered by Regulation Es protections. My actions were taken under fear and manipulation ; I did not knowingly or voluntarily authorize any of these payments.

Under 12 CFR 1005.11, the burden of proof lies with the financial institution to demonstrate that an electronic fund transfer was authorized. To date, Chase has not provided any evidence to show I knowingly consented to these transactions or that I benefited from them in any way. I therefore request that Chase complete a good-faith investigation, provide written findings, and reimburse the full amount of {$12000.00} as required by federal law.

Please consider this letter an escalation and a formal request for written documentation of your findings and your final determination under Regulation E. I have also filed reports with the local police ( Grand Larceny report ), the Consumer Financial Protection Bureau ( CFPB ), and the Federal Trade Commission ( FTC ), documenting this impersonation scam in full.

Thank you for your prompt attention to this matter. I trust that Chase will honor its obligations under the Electronic Fund Transfer Act and assist in restoring these stolen funds. 

Sincerely, __________________________ XXXX XXXX XXXX  Email : Phone : __________________________ XXXX XXXX, XXXX Chase Fraud Impersonation Scam Documentation Notes Re : Chase Fraud Call The following document details a fraudulent in1personation case involving scmmners posing as Chase Bank employees. This report includes a timeline, call details, and personal notes recorded by the victim. 
On XX/XX/year>, my XXXX was in the XXXX XXXX the {$4900.00} that was fraudulently taken fron1 our corporate account. She called me in urgency and XXXX saying, 'It 's fraud- don't take his call. I immediately went into a panic I collect XXXX XXXX and work part time. 
Everything I earn I save -after all, how much longer XXXX I work before my boss doesn't need me anymore? I was in the bank in XXXX when this supposedly Chase employee named XXXX XXXX texted me. I showed the banker his text, and he just shook his head and said, 'This is what they do. ' I was in XXXX, NY, the morning of XX/XX/year>, at XXXX XXXX when they opened, and I reported eve1ything.

1. I. Customer Service contact : XXXX XXXX, XXXX XXXX XXXX I XXXX, reported XXXX XXXX of {$2000.00} ( Conf # XXXX, Code XXXX ) and {$500.00} ( XXXX, Code XXXX ). 
2. 2. Transferred to supervisor XXXX XXXX- not available. 
3. 3. Transferred to XXXX XXXX XXXX XXXX ), who then XXXX me to his supervisor XXXX XXXX. 
4. 4. XXXX XXXX ( XXXX ) claimed to conference with Chase 's Financial Department, putting me on hold multiple times to make it sound legitimate.

5. 5. Every call began with, 'This is Chase Fraud Department and you're on a recorded line, them sound very professional.

These individuals were well-rehearsed XXXX convincing. XXXX XXXX contacted me daily between XX/XX/XXXX and XX/XX/XXXX, often for several hours, both with my treasurer and myself. They gained om trust by claiming it was an '' inside job '' and warning us not to contact Chase directly. They convinced us to download and use apps such as XXXX, XXXX XXXX, XXXX, XXXX, and XXXX - all unfamiliar to me - and to enter false account numbers and names, claiming these were part of a rein1burse1nent process. They even created fake scenarious involving sending money for construction materials to the XXXX XXXX. 

The stress and manipulation caused exhaustion and fear. Both my treasurer ( age XXXX ) and I ( age XXXX ) lost sleep and were deeply distressed. I have banked with Chase for 50 years, always maintaining perfect payment records, and have never experienced anything like this. These scammers manipulated my trust completely.

Withdrawals from my personal account ending in XXXX : XXXX : {$4900.00} XXXX : {$2800.00} XXXX : {$4900.00} Total personal loss : {$12000.00} Corporate account ( XXXX XXXX XXXX XXXX XXXX ) : {$4900.00} ( reimbursed by Chase ; not reversed ) Follow-tr and Hcportrnu When I later called Chase 's Fraud Department , an associate said they were 'unable to recover the funds. My treasurer, sitting beside me, asked why there was no detailed investigation and whether Chase had insurance coverage - the associate said no. I was devastated. I then filed complaints with multiple agencies, including : Police Report ( XXXX XXXX ) CFPB Complaint # XXXX FTC ( Unable to file due to government shutdown ) Screen & Evidence Attached screenshots show the contact informatin and notes entered by the in1personators pretending to be Chase

Company response to consumer: Closed with explanation