Consumer complaint received 2025-08-26 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
I received a call from a Chase Bank impersonator on XX/XX/year>. The caller id showed Chase and the phone number associated with the caller ID was a legitimate Chase bank number ( XXXX ). The person who called identified himself as being from the Chase XXXX department. I was then asked by this person if I had approved {$2000.00} and {$3000.00} transactions to a XXXX XXXX XXXX. I told him that I did not and he said they were locking my account from any further transactions but that he also needed to transfer me to someone at XXXX who could reverse the fraudulent transactions. I was then transferred to another person who walked me through several steps of how to reverse the charges. This included first sending {$2000.00} to a Chase bank manager XXXX XXXX XXXX ( XXXX ) through the XXXX XXXX accessible through my Chase account. I was assured the transaction would not go through and he told me that I would get a notification indicating that the payment was under review, which I did. I did indeed receive a XXXX message that said the payment requires additional review and that they would contact me if they needed more info. I have a screenshot of this message ( see attached ). Plus at that time I saw that there was a PENDING debit of {$2000.00} on my Chase account when I looked so it all seemed legitimate. The imposter then proceeded to ask me to transfer more money and asked me if I also had XXXX or XXXX accounts. At that time we started getting suspicious and my husband ( who was with me at the time and listening to the call ) called the Chase Bank number on the back of our card. The person told him that this was likely a fraudulent call that I was on. We put the Chase person on speaker so he could listen to the call and when I told the imposter that my husband was on a call with the Chase fraud department, the imposter hung up. I told the real Chase person to block the money transfer immediately. He told me that they would refer my call to their claims department but that the money transfer had gone through even though it was showing as PENDING on my account ( it actually showed as 'pending ' for another XXXX hours!! ). I don't know how XXXX could not have blocked this transaction while I was on the phone with Chase IMMEDIATELY WHILE I WAS STILL TALKING TO THE CHASE IMPOSTER. I feel as if Chase did not act with a sense of urgency. I also contacted XXXX who told me that I didn't need to file a claim with them since I had already filed it with my bank. No one ever contacted me from XXXX or Chase to question this fraudulent transaction while it was occurring even though the message I received from them when the transaction was placed indicated that it was " under review ''. They just let it go through. The Chase imposter also called me back from a different number ( XXXX ). He again identified himself as the Chase fraud representative that I was previously speaking with. I asked him what he wanted and he hung up. The real Chase person was listening to this call on my husband 's phone and heard him once again falsely identify himself as a Chase employee. Since the incident, I have placed multiple calls into Chase and XXXX who keep passing me off between each other. No one from Chase or XXXX ever reached out for any additional information on the imposter or screenshots that I told them I had. I simply received notification from Chase on XXXX that my claim was closed. I called Chase and they told me that they were unable to recover my money. I called XXXX and they were not helpful and just kept passing me back to Chase who said told me that it was in XXXX 's hands to continue any investigation and that they can only notify XXXX and that XXXX would be the one to continue any further attempt of getting my money back. I filed a CFBP complaint with XXXX. They responded with a letter indicating that their bank and credit union participants are required to reimburse consumers for certain qualifying imposter scams but that they do not release the specifics on what qualifies for reimbursement!! They also indicated they would be forwarding my complaint to Chase for their review to determine if I qualify for a refund. On XX/XX/XXXX, I received a call from 'Larry XXXX in the Chase XXXX XXXX. We discussed my case and my dissatisfaction with Chase not seemingly doing anything from my perspective to get my money back and not communicating at all with me on what they had done so far to try ( assuming they did ). I asked what they were doing with law enforcement to hold these criminals accountable and stop scammers from using bank phone numbers. I also asked about the XXXX reimbursement policy for bank imposters and why I wouldn't qualify for that. The real Chase bank representative heard these imposters state they were from Chase while I was on the phone, so why would my case not qualify for reimbursement? I still have not gotten any answer on this. Chase should check their call recordings on XX/XX/year> from XXXX which is my husband 's phone number and this is the number that the real Chase representative was listening in on. XXXX indicated to me that he would look into my case and get back to me with an update in a few days and share information on what Chase has done on my case. It is XX/XX/XXXX, and there has been no call-back from XXXX as he promised

Company response to consumer: Closed with explanation