Consumer complaint received 2026-05-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Summary of Complaint : On XX/XX/year>, I was the victim of a sophisticated impersonation fraud scheme in which criminals posing as Chase Bank 's fraud department gained remote access to my computer using XXXX software and executed an unauthorized wire transfer of {$3500.00} from my Chase account without my knowledge or true consent. Details of the Fraud : I received a text message from number XXXX ( XXXX ) XXXX appearing to be from Chase, alerting me to a suspicious {$570.00} charge at XXXX. When I replied " NO '' indicating it was not me, I received a follow-up text directing me to download AnyDesk for " wire verification. '' I was then called by individuals impersonating Chase fraud department representatives. While on the phone with these fraudsters, they used XXXX remote access software to take full control of my computer. Without my true authorization, they navigated to my Chase online banking portal, added unauthorized wire recipients, and executed a {$3500.00} wire transfer to a XXXX Bank account. I have browser history documentation confirming the remote access and all fraudulent activity on my account. I did not knowingly or willingly authorize this wire transfer. Any apparent " authorization '' was obtained through criminal impersonation, deception, and remote computer takeover not genuine informed consent. Additional Fraud : The same criminals also made an unauthorized {$140.00} XXXX transaction from my account during the same remote access session. Chase 's Response : Chase has denied my fraud claim on the grounds that the wire was " allowed or initiated from my device. '' This reasoning fails to account for the fact that my device was under the complete control of criminals at the time, through no fault of my own. The wire was not initiated by me it was initiated by criminals who had remotely hijacked my computer and impersonated Chase Bank employees. Chase has not confirmed whether they have filed a formal wire recall request with the receiving bank ( XXXX ), despite the fact that XXXX is currently conducting a XXXXday review of the wire. What I Am Requesting : Chase Bank immediately file a formal wire recall request with XXXX Bank if not already done Chase Bank reverse the {$3500.00} unauthorized wire transfer Chase Bank reopen and properly investigate my fraud claim taking into account the remote access circumstances CFPB investigate Chase 's denial of legitimate wire fraud claims involving remote access scams Supporting Evidence Available : Browser history screenshots showing AnyDesk download and fraudulent Chase wire activity Text message from fraudulent number XXXX ( XXXX ) XXXX impersonating Chase Timeline of events documented same day FBI XXXX complaint ( filed/pending ) Contact Information : Name : XXXX XXXX XXXX XXXX XXXX I respectfully request the CFPB 's assistance in resolving this matter and ensuring Chase Bank fulfills its obligation to protect customers from wire fraud. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation