Consumer complaint received 2025-10-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
On XX/XX/XXXX I was contacted by Chase Bank on contact number XXXX. The caller ID was Chase bank. They asked if I knew an XXXX XXXX  and if I had worked with her. I stated no I had not, and then they proceeded to ask some information about my recent transactions including verifying my address, contact number debit card details of which they had many of those details. They then notified me that I would receive a number of push notifications as they discussed with their Cyber security team. One of the push notifications was are you talking with a member of our team. Seeing the call was from Chase, I clicked Yes and Done. Then they asked me to close the app as they worked in the background. I complied with the instructions they gave me. They assured me the transaction needed to go through. The next day I checked my account, and the transaction had not been reversed ; In fact, there was an unauthorized movement of {$460.00} in my account, then my previously paid mortgage payment of {$700.00} paid biweekly wad credited back to me as an ACH transfer. My XXXX payment had been reversed as well. 
I called the Chase bank number, and they assured me that this was done to secure the account. I called the same number in the evening again and they told me there was a case open on this. In fact, the voice prompts were Chase bank. The prompt was to press XXXX if this was concerning a XXXX transaction. I thought this was due process. 
The next day I checked and no reversals were in place. I received a call back again from Chase bank caller ID. Asking about a {$700.00} transaction. I stated I know nothing of it. They asked me to hold on as they got Cyber Security alerted and to comply with the push notifications. 
I also noticed a number of added logins that I did not know. I deleted these each time only for them to pop up again. 
I changed my password three times during this period. The first time I was asked on the subsequent call to wait until they allowed me to change my password. 
Every time I called in the evening at Chase Bank the same number and Chase XXXX XXXX on XXXX, they told me that a case was open. Only when I started checking my letters and documents tab, I noticed there was a claim made for the ACH of my mortgage which doesnt make sense as I know my mortgage is Chase to Chase transfer. I believe this created noise, and they used this along with Chases complicity to clone my voice and have a recording of me with my confirmation of account details to move money between my accounts and illegally transfer funds through XXXX. 
I believe Chase bank was complicit in this scam and they did not protect myself, or my account by alerting me to a new log in, new device addition, and not verifying my voice. 
Despite me filing a case with Chase, they stated they had my voice as evidence when I provided no such approval. Despite my protests, quick action, they proceeded with the transactions. All numbers I received calls from were Chase. 
On XX/XX/XXXX I called Chase on XXXX to again report the non compliance. I had the rudest customer service agent who saif she didnt know what I was talking about. I was given another number XXXX. Where I again called to Chase and the agent answered had a complete different story telling me my claim was closed despite me not having filed a claim for the {$700.00} ( my mortgage ). Which I did not make a claim for. I stated that my claim was for the {$2700.00}. The agent stated there was no claim for that in system. I then asked for her supervisor who basically told me Sorry you re out of luck. 
I have been a Chase customer since XXXX and have not seen such a level of insincerity, dishonesty, malpractice, and lack of oversight. 

I demand action and the reinstatement of my funds. I live paycheck to paycheck. The sheer embarrassment of not being able to put gas in my car because chase : The insecurity of knowing my mortgage is there, paid for, the insecurity and terror of not even knowing if my paycheck is there. In fact the transactions have placed me in overdraft and all my hard earned wages have been compromised by Chase. I have no food, I can not pay my bills and I am out money that Chase has an indifference to.

Company response to consumer: Closed with explanation