Consumer complaint received 2024-03-01 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Re : Chase Bank, XXXX XXXX Department, Claim related to account ending in XXXX ( XX/XX/24 - {$49000.00} ) The above claim was denied and I appealed it with the bank. I hope you can assist me in having my funds returned to me. The funds that were fraudulently taken from my account. Im providing the following information that will fully explain my position. 

On XX/XX/24, I called Chase at XXXX XXXX  XXXX. On a recorded line, I explained to your representative that fraudulent wire transfer activity was currently taking place on my account. I advised at this time that I did not initiate any transfers whatsoever. I explained that we were being harassed by scammers trying to take our funds. I was assured that no funds had left my account ; that the amount in question was not approved. Furthermore, I was told that the account was flagged for fraud and that no activity, including transfers, would take place. I advised my wife to also contact Chase. 

On XX/XX/24, XXXX XXXX XXXX, my wife also called Chase and explained that she had mistakenly responded to a fraudulent Chase email. Also, that her cellular phone had been compromised. Apparently, scammers attempted a {$24000.00} transfer, which was denied. She was informed that additional fraudulent transfers were attempted, but denied. She was assured that the no funds had left the account. Chase representatives told my wife that in order to resolve this matter, we would have to go to the bank in person with physical forms of id and open an entirely new account. Unfortunately, we were turned away from the first branch we visited. We were forced to take additional time to visit a different branch. We had to wait over XXXX minutes to speak to anyone. Once we did talk to an in-person representative, they confirmed that the account was flagged. 

However, subsequent to our above phone calls, we discovered that additional fraudulent transfer attempts were made on XX/XX/24 at XXXX XXXX XXXX XXXX XXXX both XXXX XXXX XXXX. ( This corresponds to XXXX XXXX and XXXXXXXX XXXX XXXX XXXX XXXX. ) Both of these attempts were denied. But then at XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) the fraudulent transfer was erroneously approved! Its clear that Chase, after being properly alerted via our phone calls, incorrectly approved this transfer. Even after they were advised that this was fraud and that we had not initiated any transfers, and they should not be approved. 

Several Chase representatives had verified that our account was flagged. Due to the fraudulent activity, we figured that Chase, after having been properly alerted, was protecting our interests. We therefore assumed that our funds were safe. We took all the steps within our power to help Chase help us. Chase was called and notified by phone, we went to the bank in person to resolve it. There was sufficient notice and time to prevent any fraudulent wire transfers to take place. Chase should have been able to protect our account. We expect Chase to rectify the matter by returning our funds {$49000.00}. Id greatly appreciate an email response as soon as possible. 

Respectfully Submitted, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation