Consumer complaint received 2025-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX, I received a phone call from XXXX, which is a Chase phone number on their website and also showed " Chase '' on my caller ID. Being I've been a Chase customer for XXXX years, I answered. I was told that my XXXX account had been compromised by someone using an XXXX XXXX in XXXX. The entire time I was under the impression that I was talking to a legit Chase representative trying to assist me with the situation. After a healthy back & forth, providing names and instructions on how to combat the attack, I hung up the phone, checked my account, and the $ amount of {$1900.00} was debited from my account. Remind you, I was on the phone with them for at least XXXX minutes, under the impression they were assisting me. I can't recall verbatim everything that was said, but as a middle class concerned customer, I followed their instructions wholeheartedly believing they represented Chase and had my best interest in mind. To make a long story short, they instructed me to send a XXXX transaction to combat what the unauthorized used was attempting to do. I did so because I genuinely thought I was talking to a Chase rep and WHY would a Chase rep on a supposedly recorded call try to scam me. I have to mention I ONLY answered the phone call because my called ID showed Chase. I would NOT have answered if it hadn't seen " Chase ''. I have a XXXX filter app on my phone that generally catches all spoof & scam calls, so being the call actually made it through that, I wholeheartedly thought it was someone from Chase. Being XX/XX/XXXX fell on a XXXX, on this day of XX/XX/XXXX, I was going to pay my mortgage. So I truly scared that if I didn't follow their instructions wholeheartedly, I would no longer have the funds in my checking account to pay my mortgage. So I obliged only to find out after the call it was all a SCAM. I immediately called XXXX, who then referred me to call Chase. I gave Chase the full rundown and filed a claim only for them ti come back XXXX days later DENYING simply because Chase was covering for Chase, NOT their customer. They never called me back for additional information, just simply denied it. In the statement, they said I could call for all details & information leading to that decision. When I called, they provided NOTHING. Only stating that Chase updated their fine print to protect THEM from scammers, not their customers. I let them know that a phone number on their website had been compromised and I can only imagine how many others received similar spoof calls using a legit Chase phone number. I spoke to a manager and he also couldn't provide ANY additional information. It's truly sad that after being a customer for so long, I NEVER overdrawn from my account or had a single bounced check, but when I truly needed them, they chose themselves over myself. I have no idea what's Chase net worth, but I'm a XXXX XXXX citizen just trying to make. 
The dollar amount of {$1900.00} is A LOT of money to me & my family!!! A LOT!!!! It's chump change to Chase. But yet, they chose to protect themselves than to assist a longstanding customer. I'm truly disappointed. But again, they didn't or couldn't provide ANY additional support documentation concerning their decision, they simply chose themselves over their customer. This has to be reported. I don't know how " spoofing '' works, but an institution like Chase should be concerned that one of their business lines had been compromised. They didn't seem to take that into consideration at all concerning their final decision. I have to reiterate that I ONLY answered the phone call AND followed the instructions because I genuinely thought I was talking to a LEGIT CHASE representative!!!! After talking to a REAL Chase representative, I know now that they would NOT call me, but how was I supposed to know that before the call????? This had never happened before, so to see " Chase '' on my called ID knowing I have a Chase bank account, I answered. If I don't get my funds back, I pray this saves someone else from going through what I'm currently going through. Chase says I/we have until XX/XX/XXXX to see if they will recoup the funds, but on XX/XX/XXXX, they sent me the denial statement. Why not wait until XX/XX/XXXX to send the denial statement if that's the case???? I know why, it's because they don't care and had already made their decision. Again, they chose themselves over a customer. TERRIBLE CUSTOMER SERVICE. On XX/XX/XXXX, they will lose a customer. And I know this means NOTHING to them, they have MILLIONS more. Again, my {$1900.00} is literally chump change to them, but not to me & mikes. Truly XXXX for me & my family. The more & more I think about that phone call, it disturbs me. I'm mad at myself too!! But I would've NEVER answered that phone call if " Chase XXXX '' hadn't popped up on my caller ID.

Company response to consumer: Closed with explanation