Consumer complaint received 2025-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
Date of Incident : XX/XX/year> Time of Initial Call : XXXXXXXX XXXX XXXXXXXX Type of Incident : XXXX XXXX XXXX Bank Fraud Bank Involved : Chase Bank XXXX XXXX XXXX XXXX XXXX {$130000.00} On XX/XX/year>, at approximately XXXXXXXX XXXX XXXXXXXX, I received a phone call from an individual claiming to be a representative of Chase Bank XXXX The caller ID on my phone displayed " Chase, '' lending credibility to the call. The male caller informed me that there was suspected fraud activity on my business checking account and that they needed to verify certain details as part of their investigation. 
The caller proceeded to verify my name, business name, date of birth, and several transactions from my account, including XXXX XXXX and XXXX XXXX transacations, which I confirmed was a donation to my church. After this verification process, I was transferred to a second individual who claimed to be from Chases fraud department.

This person told me that someone had attempted to initiate several wire transfers from a physical Chase branch earlier that day, and the branch manager had authorized these transactions. To stop the wires, I was instructed to visit a branch and withdraw {$24000.00}. This occurred around XXXXXXXX XXXX  on XX/XX/year>. I complied and l was told to deposit the money into my new account at an ATM with my new debit card information. I was provided with a new debit card number and PIN, which I was told to add to my digital wallet. After verifying the card, I was instructed to obtain two cashiers checksone for {$50000.00} and another for {$38000.00} and deposit them into two new different accounts. Afterward, I was directed to withdraw an additional {$23000.00} in cash and deposit it into a separate account at another Chase branch. All of these transactions took place between the morning call and approximately XXXXXXXX XXXX XXXXXXXX that same day. The Fraudsters told me the investigation is on going and that they would call me back in th morning at XXXX XXXX. The called me seven times on XX/XX/XXXX at XXXX XXXX while i was sitting in the bank. I did not pick up the phone. I also have {$400.00} in cash, XXXX XXXX dollar bills that got returned as I was trying to make the cash deposits. The ATM didnt accept the the bills. 
At XXXX XXXX I informed my husband of the situation. He immediately suspected it was a scam. I attempted to log into my account but was unable to access it. The password was changed. At XXXX XXXX, I called the number on the back of my debit card and spoke to a representative, explaining the entire situation. I was told there was nothing the bank could do and that I should file a police report. 
I contacted Chase again and spoke with a different representative in the fraud department who reiterated that I needed to go to the police. I was not advised by either representative to initiate stop payments on the cashiers checks. I visited the police station, filed a victim report, and was told by the police to stay on Chase regarding the recovery of my funds. 
Later that evening, around XXXX PM, I contacted the fraud department again and was advised to go to the bank to request stop payments on the cashiers checks. As the branch was closed, I returned the next morning on XX/XX/XXXX, XXXX XXXX AM, I spoke with a banker who attempted to place stop payments on the checks but advised me to return to the original branch that issued them. At that branch, I was informed that the checks for {$50000.00} and {$38000.00} were already being processed through the fraudsters ' accounts and could not be stopped until they cleared. The bankers gave me the claims departments contact information. 
When I contacted the claims department, I was again told to request stop payments at a branch. I informed them this had already been attempted unsuccessfully. They said there was nothing more they could do. Shortly after, I received a text instructing me to call the number on the back of my debit card. 
Still in the parking lot, I returned to the branch and showed the banker the text. He made a phone call and handed the phone to me. I was informed that my accounts were being closed and that I would receive a check in the mail for the remaining balance. When I asked why, since I was the fraud victim, I was told that a letter would be mailed with an explanation. I was also informed that my accounts, along with those of the fraudsters, were frozen. 
The banker offered to contact Chases XXXX office. While he consulted the branch XXXX, I found the XXXX offices contact information and called directly. I explained the full situation in tears, and they opened a case and provided a case number. 
On XX/XX/year>, I received a follow-up call from the XXXX office, informing me that the case had been marked as urgent. I was advised to call the fraud department again and speak with a supervisor. I did so on Monday and spoke to a supervisor who noted my account as compromised due to a scam. He also instructed me to open a new account and either transferred me or gave me contact details for the claims department. 
A representative in the claims department submitted claims for the XXXX cashiers checks and gave me a claim number. However, when I followed up on XX/XX/year>, I was told that no active claim existed and the number I had received was only a reference number. The representative advised me to return to the issuing branch so they could recover the funds from the fraudsters ' accounts. When I relayed this to my banker, he expressed confusion and said he would contact the claims department for clarification and get back to me. 
I then updated the XXXX office with this latest development. They recommended that I meet with my banker and call the claims department together. I am currently waiting to hear back to schedule this meeting. 

It has been communicated to me that approximately {$83000.00} remains in frozen accounts associated with the individuals who defrauded me. I am seeking full recovery of my funds and resolution of this matter.

Company response to consumer: Closed with non-monetary relief