Consumer complaint received 2026-05-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I recieved a call at XXXX on Tuesday XX/XX/year> from a chase number, XXXX, a gentleman stated his name which i do not remember and said they are with chase bank and if I accept this call to be transferred to a different deparment as they stated my XXXX account has been hacked and someone has my phone number and information to send money. I am transferred to a person who identified as XXXX XXXX, whose name is associated with the title of Head of XXXX XXXX and XXXX and XXXX Banking. He told me a woman with the name of XXXX XXXX has been attempting to access my zelle account with my phone number and has attempted XXXX transcations for up to around {$4000.00} and now my account is comprimised. They gave me case numbers, XXXX and then XXXX transaction numbers, XXXX and XXXX. They told me that I will be apart of an investigation Chase Bank is conducting to see if people are selling information that work for Chase or are associated with Chase, on the dark web and that they want to transfer my money into a new account as my current account is compromised. I changed my bank password during the call. They told me I would be transferring my money to the head of operations and that the FBI is working with them and the man, " XXXX '' will help me set up my account after transferring. He told me to go to the nearest bank to make a deposit into a Chase account number under the head of operations name, XXXX XXXX XXXX XXXX. He told me to leave him on the phone since I am helping them conduct an investigation and they will be recording and submitting the evidence to the FBI. He then tells me to send the receipt of the transaction their personal phone number, XXXX. The call lasted an hour and XXXX minutes and disconnected at XXXX, around XXXX minutes after I sent the picture of the receipts. I called XXXX at XXXX and reported that I have became victim to fraud under impersonation of a Chase agent. The police officers arrived at my apartment at XXXX on Wednesday XX/XX/year> to file the official report. I called Chase at XXXX where the phone call was a total of XXXX minutes, including the XXXX minute wait period, and explained to the Chase agent that I had fallen to fraudulent scam where my money was transferred to the account number that was given to me under the pretenses it was a Chase worker. She stated that she can not tell me what happened to the money and that I can not apply for a recall. I call Chase again at XXXX on XX/XX/year> and spoke with another agent, she informed me that my money was immediately transferred out but I can recieve a recall within a couple of days. I call Chase XX/XX/year> at XXXX following up and was told now I am not eligible for a recall due to " authorization '' I made upon transferring my money, a total of {$16.00}, XXXX. The call lasted a total of XXXX minutes. I called Chase again at XXXX on XX/XX/year> and escalated the call to the supervisor of claims, XXXX and informed him I was decieved by a person impersonating a chase agent that convinced me my account was comprimised. When going to the chase bank, the teller didn't question me of why I was transferring my full amount and let me transfer immediately. XXXX stated to send information to support the case while internal affairs investigates but they kept stating I " authorized '' the transaction. I faxed over documents to support my claim to the Chase Claims Department on XX/XX/XXXX at XXXX, XX/XX/XXXX at XXXX and XX/XX/XXXX at XXXX. I called Chase again at XXXX on XXXX XXXX spoke to an agent named XXXX who stated that the evidence I had sent in is not objective evidence for insurance to believe I didn't knowingly authorize the transfer to the scam artist. I inquired saying that Chase can see the history of my account that I have no relation and history with such thing and he stated that its still not enough and insurance can believe I started being apart of the scammers plan now. The numbers Ive been contacting chase claims back office XXXX. This additional statement does not replace the original complaint and is submitted to clarify and more accurately describe the circumstances surrounding the disputed transaction referenced in my CFPB complaint. On XX/XX/year>, I became the victim of a social engineering scam involving the impersonation of Chase Bank representatives. I was falsely informed that my accounts were compromised and that funds needed to be urgently transferred for protection. I followed instructions while under continuous real-time phone guidance from the impersonator during the execution of the transaction. Although the transfer was physically initiated at a Chase branch, it was completed under coercion, deception, and active instruction from an individual falsely representing himself as Chase fraud personnel. Correction : Incoming call time corrected from XXXX XXXX to XXXX XXXX based on call logs.

Company response to consumer: Closed with explanation