Consumer complaint received 2025-04-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX - XXXX - received call from XXXX -- XXXX  and it was XXXX at XXXX XXXX but apparently was not really ) Rep said he was calling to verify XXXX large outgoing transfers via XXXX ( which XXXX use through my Chase bank app - I do not have a separate XXXX account ) XXXX the transfer were one for {$1500.00} and one for {$2000.00} that just tried to go out They did not ask for any sensitive info- I panicked because my wife 's debit card was cloned a couple years back, and was used across the country, so they sucked me in and I said no that was not me- I do not see any pending XXXX transactions They XXXX proceeded to tell me that either my phone number was cloned or my debit card was hacked. 

They were going to help me cancel the pending XXXX transaction through my Chase app, before it was too late- they told me a " Fraud Case '' number : XXXX Then gave me a Case Summary # XXXX ( which wound up being the phone number I sent the XXXX to ) -- told me the XXXX assigned to this case would be Case XXXX XXXX XXXX Then they gave me two " cancellation codes '' - one for the {$1500.00} amount of XXXX and XXXX for the {$2000.00} amount of XXXX Then they said they would walk me through canceling the transactions through XXXX in my Chase app - they said to enter the XXXX 's name, which I put in XXXX XXXX, then they said put the first " cancelation code '' in the dollar amount, leaving off the letters- which made it show that I was going to send {$490.00} to XXXX XXXX. Then they said put the fraud case # in the memo. I said wait this looks like I am going to send {$490.00} to a XXXX XXXX now, and they said this is just to cancel the pending transaction, the money will reverse back into your account. 

I should have known then. But I hit send. 

Then the rep said take a screenshot and send the screenshot to XXXX, which I did. 

I started to drive down to the nearest Chase branch - Then he said he had to transfer me to his XXXX to help me since the XXXX is attached to more than XXXX XXXX account. Then I questioned and started to ask wait, as I'm driving to a Chase branch, and he said sure I will wait as long as you need. Once I walked into the branch, he hung up.

Chase told me I was out of luck. XXXX is a 3rd party, and I would have to contact them. 

I contacted XXXX. Told me since I did it through the Chase app, and not the actual XXXX app, they were not able to help me and had to send me back to Chase.

I got someone from Chase Fraud, explained, and they gave me case # XXXX- this is number to call for fraud : XXXX -- they would have an answer by XX/XX/XXXX - Probably not getting any money back. 

Then called XXXX XXXX and gave report to XXXX XXXX badge # XXXX XXXX XXXX case # XXXX Detailed out the events. 

XXXX suggested I report it on FBI : XXXX : XXXX and also try to call XXXX and XXXX XXXX I XXXX both phone numbers XXXX ( which I sent the screenshot to ) and XXXX ( which is where the XXXX went to XXXX asking to Please send back my money. 

XXXX called me back and it was a XXXX XXXX, no XXXX, saying hello, what, and then she hung up. She is probably just a victim in the scam and they're using her phone for the fraudulent XXXX account.

Company response to consumer: Closed with explanation