Consumer complaint received 2024-10-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
Chase XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX RE : Fraud Claim : XXXX - Updated to : XXXX Date of Transaction : XX/XX/year> Claim related to account ending in : XXXX To Whom it may Concern : I am in receipt of your decision not to honor my fraud claim. I initiated a follow-up claim on XX/XX/year> due to circumstances that I do not believe were taken into consideration. 
On XX/XX/year> at XXXX PM, I received a text asking if I had initiated a Payment in the amount of {$2000.00} from my XXXX account. I was instructed to answer YES or NO. PAGE 1 I answered NO, PAGE 2 and received a phone call at XXXX PM PAGE 3 from a gentleman that I identified himself as a representative of Chase that was going to assist me in reversing the charge before it could process. Unfortunately, I was on a soccer field watching my grandson and was unable to write the gentleman 's name down. The gentleman on the phone was very knowledgeable, had my account numbers and walked me through what I thought was a reversal of the XXXX transaction. 
Upon arriving home, the evening of XX/XX/year>, I decided to make a call to Chase because my account did not appear to have a reversing transaction. PAGE 4 Once I explained the situation to the person in your Fraud department, I was notified that I had been scammed and was instructed to change my login credentials, PAGE 5 During that call I provided as much information as I was asked to. I was never asked for any documentation, and thought the situation would be handled within the 10-day time frame.

Imagine my surprise when I received your claim determination. Immediately upon reading the decision letter, I called the phone number provided in the letter to inquire about the information that was used for your research.

Page 6 I told the young lady that I could provide more information than I was initially asked for. She started an updated claim number and asked me to upload the documents. 

Here are my expectations.

1. Chase will provide me with ALL the information that was used to make this decision?

2. Chase shall tell me how this transaction was processed during non-banking hours after I had reported it.

3. How did Chase determined the transaction was as I had approved?

4. Chase as the financial institution shall provide me with the transaction trail from my account to the receiving XXXX account. Chase should have the access through XXXX to determine what account number received the {$2000.00}. It certainly did not go to any account related to me.

5. Chase will tell me how from looking at the text messages that I could have realized that I was not dealing with Chase?

FOLLOW-UP Chase subsequently sent 1 message saying they were restoring my funds pending further investigation, then a 2nd message saying that they were declining the claim and would be taking the money back from my account. Yesterday XX/XX/year> I visited my local branch and was able to speak with XXXX? in the Fraud Department. She told me that the transaction had been traced to a bank in Illinois, but there was no money in the account to recover, and I was out of luck.

Company response to consumer: Closed with explanation