Consumer complaint received 2023-12-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
This is to let you know of our terrible experience with Chase bank in our recent scamming occurrence. As a small business owner, we placed our hard earned money in their bank under the assumption that it is safe and secure. However, we didn't realize that their banking system is so insecure and corrupt. We take all safety precautions with our computer and banking. Somehow, beyond our control, we became the victims of software scammers who scammed us out of XXXX dollars in one day!! The whole scam could have been prevented had Chase bank simply alerted us to the suspicious activity and calls they were receiving for over a week before -which we only found out later. We were locked out of our bank account a few times the week before the scam, but when we called to find out why, they did not tell us anything, and merely reopened the account. Unfortunately, they did not try contacting us once, and even when we finally did get through, with much difficulty, to speak to someone, they did not even let us know that there was any suspicious activity going on. On our own, we figured out that someone put a XXXX wire transfer from our account, and when we told the bank about this just a few hours after it was done, they said that they can not get the money back, although it said " pending '' on the website. We were told that someone recently changed the cell phone number that was used to verify transactions. They also informed us that the caller gave an incorrect phone verification code, but was still able to pass inspection by answering some questions such as our previous address etc. We were assured that we would get the money back since it was fraudulent. We naively believed them, and patiently waited for the money to be returned. Any time we called the bank, we were told that it can take up to 10 days for the money to show up. The bank did not contact us even once to give us any assistance or to ask us any questions about the scam. We called numerous times and went down to the bank many times, but no one was able to give us any information at all. The tellers would just call the fraud line and were not given any information at all. When we went down to the bank for the fourth time to find out any more information, the teller casually mentioned to us that the fraud claim was denied and closed!!! 
We spent two hours at the bank calling numerous departments, getting transferred back and forth between the " back office '', technical team, and the fraud department just trying to speak to someone who could explain why the claim was denied!! 
Finally, we were told that since there were no failed login attempts and the scammers were able to answer all the security questions, it " must be '' that we ALLOWED them to scam us out of XXXX dollars!!! They then " opened '' and " closed '' a second claim in one hour, and informed us that we only have 3 opportunities to open a claim!

Company response to consumer: Closed with monetary relief