Consumer complaint received 2025-05-16 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: CA

Complaint narrative:
I am re-filing my claim because most of the evidence and proof I sent to you was not submitted into my claim. I have also filed a claim with the FBI. 

my original claim with you states : On XX/XX/XXXX I purchased a vehicle through XXXX and on XX/XX/XXXX I received a text message from CHASE stating that if I didnt authorize a wire transfer to XXXX for {$3200.00} than to call immediately to XXXX with a reference number. I called immediately and from that day on these people impersonated Chase representatives assuring me that they were helping me. The calls would get dropped often and they would call me back from different phone numbers and I even called them back. They would send me codes while on the phone and ask me for that code. Telling me to not worry and my funds were now being transferred to two new safe accounts. they also told me that this was an FBI investigation and an internal investigation, to not tell anyone at any chase bank about any fraud. at one point I was even transferred over to an FBI Agent they told me they already contacted my chase branch manager and that it could be a bank teller so to not mention anything. they had me dial XXXX XXXXXXXX to have my phone calls intercepted and XXXX  XXXX to remove that interception.They said this was so they could catch the frauds that were calling me and make an arrest. meanwhile my bank account is being depleted.

Certain wire transfers were rejected by chase and not once did my Chase bank freeze my account as this is extremely irregular activity on my account.

These impersonators were top notch sophisticated professionals. After they transferred me to an FBI impersonator, they convinced me to go into my bank withdrawal {$10000.00} cash, the teller didnt notice ALL of the irregular activity on my account that had already taken place, ( there has been around {$26000.00} taken from my account in total at this point ) They instructed me to stay on the phone while i was withdrawing the money with the teller and told me to see if any tellers were acting suspicious and to remeber there name, they then had me go back into my car and drive to the atm drive through, they told me I now have a new debit card and entered it into my XX/XX/XXXXwallet in my phone, I then scanned the card and then deposited the {$10000.00} cash into that card. they then told me ill be getting my new card in the mail and to go into my bank withdrawal my two forms of ID and change my bank accounts to new ones. i didnt have two forms of ID on me so I had to do that the next day. I then looked for the card on my phone and it was gone. along with the $ XXXX. Absolutely devastating. I then began to realize this wasnt Chase bank. I called my bank immediately and the representative told me she froze my account, and I made an appointment with my branch in person. This money is literally my mortgage payments while I get back on my feet as I just had a baby. I can potentially loose my childhood home that my father built. I have made a police report .The report # XXXX XXXX XXXX id XXXX I have also reported it to the CFPB XXXX the FTC and it was sent to the executive branch, XXXX is my case worker. case # XXXX Chase bank responded and denied claims to be refunded because they say my phone was used by my face to unlock it. But of coarse it was, these frauds had me on the phone with them for hours, and would send me text messages to repeat back to them so yes, my face unlocked my phone. During and after all of this, my phone would get very hot, it stopped working, would go into SOS, i had to restart it a handful of times, and my other cards and apps were compromised and i had to file claims with them as well. I spoke with my Phone carrier, and provided proof of the XXXX XXXXXXXX and all of the phone calls, I contacted XXXX and they sent me 3 invoices of proof of my account being compromised. 
Chase bank has also states they Need valid XXXX account to credit transaction # XXXX in the amount of {$6500.00}. why hasnt this been credited to my account? The only claims that were returned to my account were done by debit transactions. I havent received any others. 
I have had to reset all of my passwords, all my accounts and order new cards. The invoices/reports from XXXX showing my account was compromised are vital. This directly counters the bank 's claim that everything done on my phone was solely under my normal control. It shows my device/accounts were indeed compromised.

I have also reported this to the FBI : Submission id : XXXX and am speaking with a Consumer attorney as well as looking into civil claims.

My argument is not just as fraud, but as sophisticated manipulation and technical compromise that led to me to being coerced into making transfers I wouldn't otherwise have made.

I Emphasize the deception, the impersonation, the isolation tactics, and the technical evidence ( XXXX XXXXXXXX, XXXX compromise ) proving I was under the scammer 's control. 

My argument is of Sophisticated Deception & Coercion. I was actively manipulated and coerced by individuals impersonating bank officials and leveraging fear ( FBI involvement ).

My arguments is of Technical Compromise : The XXXX XXXXXXXX activation and the XXXX compromise reports are evidence that my communication and device integrity were breached by the scammers.

This wasn't just me making standard transactions.

Its the Bank 's Duty of Care that the sheer volume, speed, and unusual nature of these transactions should have triggered more robust fraud alerts and intervention from Chase, regardless of the technical authorization method. Chase bank missed multiple red flags?

There were multiple wire failed reviews yet my account wasnt frozen. why?

The response from my case with CFPB bank states We sent recall requests for these wires, and we recovered two of the wires, one for {$6500.00} and one for {$2200.00}. yet that was never refunded back into my account due to my accounts being restricted. why havent I received these refunds? there is also a double charge if {$6500.00} to XXXX. Theres a total of 3 charges of this, one was reversed and the other was not. Why? You state because the account wasnt accessible, well I have had 2 new accounts that Are and there is no reason my money cant be refunded into these accounts.

This has been absolutely devastating and has hurt my life financially in a gigantic way. I am requesting recalls and a holdharmless letter. Anything you can do to help me will be appreciated more than you know. thank you for your time today XXXX XXXX

Company response to consumer: Closed with explanation