Consumer complaint received 2025-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
This compliant is directly tied to complaint # XXXX. To date, I have not received the letter Chase claimed they mailed to me on XX/XX/XXXX as per their response to the claim noted above. 

Below I have included a detailed timeline of my conversations with the Chase Executive Office noting the inconsistency of information within JPMorgan Chases internal departments. The information provided by each team member was so vastly different, Im not understanding how all of it can be true at the same time. 

XX/XX/XXXX XXXX with JPMorgan Chase Executive Office stated they accept no liability for the hacked phone numbers. She also confirmed they did not send the electronic notifications, which is extremely concerning as it proves their system was not secure and had been compromised. Had their system not been inadequate, allowing the fraudulent communication from JPMorgan Chase, I would have never been misled into believing they were legitimate. 

Chase confirmed the Chase Wire Fraud team gave me incorrect information. Only the Claims Department can freeze funds. The Fraud team should have instructed me to close my account, their negligence in not providing accurate instructions directly affected my ability to reclaim my funds. We have not closed my account as my branch and I determined when the wire funds are returned, it would need to be returned to the same account. 

XX/XX/XXXX, at XXXX I had a meeting at my branch with XXXX, Non-Exempt Relationship Banker, to call Chase together, requesting an update on the funds recall. XXXX called the XXXX XXXX XXXX team from his desk ; we spoke with XXXX. XXXX stated that on XX/XX/XXXX, JPMorgan Chase sent two messages from their escalated emails portal to XXXX XXXX XXXX XXXX stating, Please return the funds. XXXX stated that they have not received any communication from XXXX XXXX XXXX XXXX since the request for the XXXX XXXX letter on XX/XX/XXXX. 
XX/XX/XXXX, I called the Chase Wire Fraud team asking for an update, they transferred me to the Claims Team. XXXX with the Claims team stated the hold harmless letter was sent on XX/XX/XXXX. XXXX also stated that XXXX XXXX XXXX XXXX had stated they Do not agree to return the funds. She could not provide me with a date for that communication. 

XX/XX/XXXX, I received a call from XXXX with the Chase Executive Office XXXX stating that she was taking over my case because I filed a complaint with the OCC and the CFPB. She gave me a new case number # XXXX. 
XX/XX/XXXX, I called the JPMorgan Chase wire fraud department, he transferred me to Claims and gave me the case # XXXX. I spoke with XXXX in the Claims department ; she stated that JPMorgan Chase did file the recall correctly. She confirmed it was just a recall, JPMorgan Chase did not treat it as a wire fraud. She stated XXXX said, they do not agree to return the funds. She also stated my claim was denied. I requested to speak to a manager, she transferred me to XXXX. He confirmed again that it was not treated as a wire fraud case as requested, rather they simply tried to recall the funds and stated that any further communications would need to go through the Chase Executive Office. 

XX/XX/XXXX, I received an emailed response from XXXX XXXX XXXX XXXX Investigative Services Team that When JPMorgan Chase provides the proper documentation, we will process the matter according to our current protocol. Please refer to the email attached. I forwarded this email to the Chase Executive Office. 

XX/XX/XXXX, I called the XXXX XXXX XXXX team # XXXX and spoke with XXXX. XXXX worked with her teammate, XXXX, to assist me. I had inquired about the email from XXXX XXXX stating that JPMorgan Chase had yet to provide the proper documentation and asked what documentation they were referring to, she stated the Hold Harmless letter. XXXX and XXXX confirmed that to date, JPMorgan Chase has not provided the XXXX XXXX letter to XXXX XXXX XXXX XXXX. I requested an email of instruction to send to the Chase Executive Office. At XXXX I received an email from XXXX XXXX XXXX XXXX XXXX XXXX stating, Good afternoon, Per your request for instruction, a hold harmless needs to be sent from JP Morgan Chase tXXXX XXXX XXXX XXXX XXXX requesting return of funds for fraudulent wire transfer. Please reference the second attachment. I forwarded this email to the Chase Executive Office. 

XX/XX/XXXX, I received a call from XXXX, a manager with the Chase Executive Office. He stated he was calling me regarding the forwarded email from XXXX XXXX XXXX XXXX. XXXX communicated that Chase had closed my case and had sent me a letter ; he did not disclose the contents of the letter. He stated that they were reopening my case because of the forwarded email on XX/XX/XXXX. The new case number given is # XXXX. I informed XXXX of my phone call and email with | from XXXX XXXX XXXX XXXX that same day, letting him know I forwarded it to the Chase Executive Office. XXXX communicated that Chase would confirm when and to what address they sent the XXXX XXXX letter to. I requested to be updated with his findings. I also requested that considering the fact that the receiving bank put it in writing that they havent received proper documentation, I would like the next steps to involve both banks having a conversation. Especially considering a month has passed and the loss is so devastating. 

XX/XX/XXXX, I called the Chase Executive office requesting to speak to a manager regarding the emails from XXXX XXXX XXXX XXXX. XXXX stated that all the managers were in a meeting and that either XXXX or XXXX would call me back as they are the managers of XXXX who handles agency complaints. To date, I have not received a call from either party. 

After reading the letter from Chase dated XXXX, JPMorgan Chase put it in writinXXXX that they didnt report the wire transfer as fraudulent, even though they were immediately provided evidence of a masterminded fraudulent enterprise who is accurately impersonating their policies, procedures and has the ability to hack into JPMorgan Chases system sending electronic notifications through verified emails and text push notification chains. 

The day of the fraud, my branch called me at XXXX stating that they think the wire was fraudulent and they were working with the Chase wire fraud department to recall the funds. They requested I come into the branch ; we complied. At that time, I provided evidence proving the criminal enterprise successfully hacked their system. I showed the XXXX Branch ManageXXXX XXXX XXXX the emails the criminals sent from the verified XXXX@chaseXXXX email. I showed XXXX the text message push notification chains where the criminals text me on the same text as JPMorgan Chase did the day before when I was accessing my online business banking profile. I also showed him the caller ID reading Chase Exec Office # XXXX. 

Im not understanding why JPMorgan Chase didnt file the proper documentation with XXXX XXXX XXXX XXXX for a wire fraud transaction as requested, that is not representative of acting in good faith on my behalf. Immediately I presented three different pieces of evidence proving their system had been hacked. The inadequate system allowed the criminals to intentionally deceive me into falsely believing I was communicating with JPMorgan Chase. JP Morgan Chase should have protected their customer who provided evidence of their insecure system. If their system was secure, the criminals would not have been able to compromise it. Further, the Chase Executive Offices phone number is on my XXXX bill call log. If the number was spoofed as they claim, it wouldnt show up on my phone bill call log. The number on the call log indicates the number the call originated from, period. 

Faxing XXXX XXXX XXXX XXXX on XX/XX/XXXX instead of emailing their wires team as instructed in the email from XXXX XXXX XXXX XXXX is negligent. XXXX XXXX XXXX XXXX stated in writing that they never received the XXXX XXXX letter from Chase. If the first attempt with a fax wasnt received, why would they fax the XXXX letter again, logic would say to try another method of communication rather than using the failed first method. 

Cumulatively, JPMorgan Chase has been negligent throughout the entire process, they failed to act in good faith on my behalf. I have provided more than enough evidence to support my claims of a mastermind criminal enterprise that has successfully hacked into their insecure systems. I am asking for accountability for their inadequate, insecure systems. Their failure to prevent these fraudulent communications resulted in this devastating loss.

Company response to consumer: Closed with explanation