Consumer complaint received 2025-12-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XXXXChase Bank Fraud DepartmentXX/XX/XXXXSubject: Appeal of Fraud Claim Denial\nClaim number: XXXXDear Chase Fraud Department,XXXXI am writing to formally appeal the denial of my fraud claim, which I received via email on XX/XX/XXXX. I filed this claim on XX/XX/XXXX, after my accounts were compromised due to a sophisticated fraud scheme. Unfortunately, when I contacted customer service, I was informed that the case had been closed and no further assistance would be provided. I requested to speak with a supervisor, but I was told that the case could not be reopened. This response is deeply concerning as I was never asked to provide any evidence to support my claim, despite being a victim of a serious scam.XXXXI have filed a police report for this incident, as the crime constitutes felony grand larceny. I respectfully ask that you reopen my case and review the evidence I am submitting to demonstrate that my phone was hacked, and that I did not authorize the XXXX  transactions or the wire transfer that occurred.XXXXBelow is a detailed timeline of the events as I remember them:XXXXTimeline of Events  XX/XX/XXXXTimeline of Events  XXXX XXXX XXXX XXXX I received a call from XXXX claiming to be from Chase Bank, reporting suspicious activity on my account, including XXXX transactions and a wire transfer. I was advised to review my account immediately. Upon checking, I confirmed that these transactions were unauthorized by either myself or my wife.XXXX XXXX XXXX XXXX  payment of XXXX was sent to XXXX XXXX  The caller initiated a XXXX video call lasting XXXX XXXX XXXX XXXX XXXX  during which they falsely claimed that someone was trying to purchase an XXXX with my Chase account. They instructed me to send XXXX XXXX XXXX XXXX XXXX to protect my account, assuring me that Chase would reimburse me. Trusting this was legitimate, I withdrew the money and followed their instructions.XXXX XXXX  The fraudster added a wire recipient to my accountXXXX XXXX XXXX XXXX wire transfer was made to XXXX XXXX, an unknown individual.XXXX XXXX XXXX XXXX XXXX payment of $500.00 was sent to XXXX XXXX I sent a message to my wife in XXXX informing her that I was a victim of fraud and was speaking with Chase Bank.XXXX XXXX The fraudster called again for another XXXX XXXX  video call, during which I was instructed to send more money to XXXX XXXX XXXX. I withdrew an additional XXXX XXXX: My wife, XXXX XXXX, contacted Chase Bank to report suspicious activity, expressing concern that I was talking to a fraudster. She requested that the bank freeze the account, which was recorded and can be referenced in your records.XXXX XXXX: I sent proof of the XXXX XXXX XXXX  transactions to the fraudster.XXXX XXXX  The fraudster transferred my XXXX account to XXXX XXXX sending XXXX XXXX XXXX XXXX  Additionally, my profile was updated without my consent.XXXX XXXX  My account was placed on hold.XXXX XXXX Another XXXX transaction was made from XXXX XXXX XXXX My wife contacted XXXX XXXX to report the fraudulent transaction. The conversation was recorded and can be referenced in your records.XXXX XXXX I was reinstated to XXXX with Chase BankXXXX XXXX A new recipient, XXXX was added to my account, linked to the phone number XXXX which I do not recognizeXXXXDespite the fraudster continuing to demand more money, claiming that the account freeze could only be lifted if I complied, I eventually realized that my phone had been completely compromised. I was unable to disconnect the call, and the only option left was to turn off my phone.XXXXI immediately went to Chase Bank, where my checking account was canceled and a new account was opened. I then contacted Chase Fraud Department on the evening of XX/XX/XXXX, around XXXX XXXX to file a claim. Additionally, I contacted XXXX XXXX  to report the fraudulent XXXX  transfer, but I was told to wait until the transaction cleared before submitting a claim.XXXX respectfully request that you carefully review the details of this case, as I believe this was a clear case of fraud, and the transactions made from my account were unauthorized. The evidence provided, including the timeline of events and my actions, supports the claim that my phone was compromised, and I did not authorize any of the XXXX transactions or wire transfersXXXXThank you for your prompt attention to this matter. I look forward to your thorough investigation and a resolution to my claim.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation