Consumer complaint received 2025-02-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/year>, at XXXX, I received a call from a CHASE bank phone number ( XXXX ) XXXX. The person indicated that they are calling from CHASE and advised that there are XXXX pending XXXX payments to a XXXX XXXX. XXXX was in the amount of {$990.00} and the other was in the amount of {$990.00}. I said I do not know a XXXX XXXX and I called my wife to see if she made these payments. We both advised that we did not authorize those XXXX payments. The CHASE bank representative then walked me through steps on my CHASE account on how to cancel those transactions. The representative then said that the cancellation request would go to the manager and the cancelation code had to be sent through XXXX. The person who it went to ( who I was told was the manager was XXXX XXXX phone number XXXX. I was advised that the cancelation code had to be entered in the memo and the amount had to be entered in order for it to be cancelled. Since I thought I was talking to a CHASE representative, I followed the instructions and entered {$1900.00} to be cancelled.The CHASE representative then asked me to do the other cancellation code to a different manager, XXXX XXXX XXXX. I was then transferred to someone who said that they were from the CHASE Fraud Dept in order for CHASE bank to do an investigation, I had to transfer my money into a decoy account. While I was on the phone, I went to a local branch office and the teller heard me on the phone and they told me to hang up immediately. The bank teller at CHASE bank told me that is a scam and they are committing fraud. She then gave me the phone number to the CHASE Fraud Department ( XXXX ) XXXX. 

At XXXX XXXX, I contacted the CHASE Fraud Department ( spoke with XXXX ) and filed a claim. I was told that they could not cancel the transaction or recover the money at this time. But she advised me that they would do an investigation. She advised me that they would investigate to make sure that my claim is accurate and that after XXXX business days, I would get a temporary credit. 

At XXXX XXXX, I contacted my local police department and filed a police report. They advised me that it was smart to file the police report but that it was extremely unlikely that the people behind this fraud are from around here. I was advised that finding these people would be very difficult. Nonetheless, I filed the police report and I was able to receive a copy the following week. 

On XX/XX/year>, I received a notice from CHASE bank advising that they denied my claim. I called CHASE bank to get further information and to inquire why my claim was denied. I explained to them that I was a victim of fraud because I believed I was talking to a CHASE representative but instead, I was talking to someone who was impersonating a CHASE representative. They advised me that according to their investigation, I authorized this payment. The advised me that on XX/XX/year>, CHASE bank opened a XXXX investigation and that they should have a response on XX/XX/year> and that I should call back on XX/XX/year>. 

On XX/XX/year>, at XXXX XXXX, I contacted CHASE bank and they advised that my claim was denied and there is nothing else they can do.

Company response to consumer: Closed with explanation