Consumer complaint received 2025-01-23 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
On XX/XX/year> I received a text, asking me if I authorized XXXX charges in XXXXXXXX XXXX The text showed XXXX fraud dept. They asked me to answer yes or no. I responded with no. The fake XXXX fraud people said that they would be calling me to help resolve the problem. When I answered the phone, they began to tell me that they will assist me in resolving the problem. They then walked me through how to check my phone and see if the crooks had cloned into my phone. They sent me a code to confirm they had access to my phone and they told me to not give that code to anyone. They were acting as if they were a true fraud department. They then had me see that there was another phone connected to my phone. They told me to go into my wallet and select XXXX XXXX and delete the app, once we did that the crooks would not have the ability to see my account. Then they advised me to get my XXXX XXXX and return it back to them so they can re-issue another card to me. They told me I needed to return the card because it was made of titanium and they will issue another card immediately ; they have a service where they will pick it up from my mailbox to expedite this situation. They then advised me to not delete the clone phone that they would handle it. They told me that I could delete the phone if I wanted to, but it would delay the process. They said it would be better if I allowed them to do it. I trusted them at this point and continued to be scammed more. Then I left the card in my mailbox And I had to take off to meet with XXXX. They advised me that they would text me once the card has been picked up and they would send me the name of the driver. They also advised me that I would most likely hear from an XXXX fraud department XXXX. I did receive the confirmation text that the card had been picked up. And I ultimately received a XXXX phone call. They did all of those things and up to that point everything seemed very legitimate, I was feeling better. A couple days went by and a XXXX called me and advised me that they were still working on deleting the phone. They told me to NOT attempt to delete the phone, so that they could still work on catching these crooks. At that point in time, they were depositing money in my XXXX XXXX They said they were doing that to help me make it through these tough times. They walked me through going into my XXXX XXXX and seeing the deposits that had been XXXX said they would ultimately be depositing {$2800.00} into my XXXX XXXX and since they would be doing that, they would need me to send them that money back over the phone call. But, I told them I felt very uncomfortable with doing that and I chose not to send them any money at this point in time, I wanted to wait until I got my new card and then I would pay what I owed. They were very cordial and they did not push anymore, they did say they would continue to check into the procedures. They told me to please be patient and they will make sure all the money is returned to me as soon as possible. Then a couple days later ; when it was time for me to pay my mortgage, I saw that my bank account was in the negative by XXXX dollars. When I looked at my account, I saw multiple transactions of payments going to the XXXX XXXX. There were eight transactions in total. The total amount of all of them was {$8300.00}. I went immediately to chase bank on XX/XX/XXXX and I had to close my account. The lady ( XXXX XXXX ) that assisted me told me that the bank would take care of everything. I explained to her that I did not authorize these payments. I also saw that there was a numerous amount of other transactions that had been charged on the card. She advised me It may take a few days for them to review and credit all of the false charges as well as the false payments. When I got home, I was getting ready to go to work and I checked my other bank account that was connected to the XXXX Card. XXXX XXXX XXXXXXXX had also been hit by these individuals. Another {$5600.00} had been paid out from that account to the XXXX XXXX. I had two accounts attached to my XXXX XXXX. Once again, I had to go to another bank and waste more time. XXXX XXXXXXXX XXXX also stopped the payments and immediately made sure that they could not charge anymore against it. Now after over three months of waiting, I am still waiting for Chase to pay me back {$8300.00} of fraudulent Payments that were submitted by the crooks to the XXXX XXXX. I have been going back-and-forth with Chase in regards to the fraudulent payments that were taken out of my bank account. They keep telling me that it will be XXXX days, then XXXX, then XXXX and ultimately XXXX. Each time I am told they are sorry and I just need to wait and submit the police report forms to the file. As of today, I have gone through multiple individuals to provide them with my police report. They just recently told me that the police reports still have not been received after I have gone to the bank in person and watched two people fax them. XX/XX/XXXX I gave the forms to XXXX XXXX and then on XX/XX/XXXX I gave the forms again to XXXX XXXX XXXX. Today I was told again by XXXX at XXXX he can not do anything until the forms have been added to the file. I advised him that I have already had this done two times in person.I can not wait any longer. This is a lot of money and I am presently out of work. I need help if possible, to get the bank to repay me money that has been fraudulently paid.

Company response to consumer: Closed with explanation