Consumer complaint received 2025-07-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XX/XX/year> I received a call with caller ID JPMorgan Chase XXXX XXXX EST and answered, had someone introduce to me as a manager. I thought it was strange since my account is not new and asked if there was any issues with my account which it did not, said there are too many scams and I can't talk and hung up. Caller ID was a bit weird too with JPMorgan together with no space, usually would say Chase Banking or something else, when I looked up on XXXX, it did not come up as Chase. 

I called Chase banking later XXXX at XXXX and the call asked for last 4 of social then immediately jumped to VOICE ID which I never heard of before today. It did not give me an option to opt out or skip, asked me to speak a sentence to start. I did not say a word. I just pressed * to skip. I had hard time reaching CSR and had an appointment so called back at XXXX. 

When I spoke with CSR to ask the call I received was from Chase and gave the phone #, her English was not very good and she could not even repeat phone # back to me properly. I had to repeat phone # few times, then she said she does not know if it's from Chase or not. I asked her to put me on hold to check which she did, then told me it was indeed Chase. I asked her what the call was for and she could not say but said the person left me a voicemail. I then told her I do not wish to have Voice ID and want to make sure it's noted I do not ever want to turn it on. She responded by saying it's ACTIVE and she'd turn it off. I asked her why would it be active since I never activated it and I have no one else on my account, she could not answer. I asked why and how it was active and when it was active. She was not able to answer any of that and when asked to transfer to supervisor, she also barely spoke English and when asked to transfer to fraud they were failing to understand basic requests to transfer. 

I went to Chase branch myself physically then asked to speak with someone in Fraud Department for internal controls. The young gentleman was also unable to answer even after speaking with " back office '' why, how, and when VOICE ID was turned on. I explained I am single, no one else has access to my phone, Internet, home, nor my account. And he also had no idea what this Voice ID was I called Chase in front of him to show him on speaker. 

I asked him to check the number I received call from and he said it was NOT Chase phone #. 

I told him it does not seem legal for Chase to not have bypass function and activate VoiceID when I never read the sentence nor spoke a word, and their records do not indicate anywhere when how or where it was activated which means their internal record keeping or technology system is broken. 

I also let him know this seems internal, it seems that scammer pretending to be Chase manager and people working with this all work together and that I used to do Internal Audit and I have license of ACAMS ( Anti Money Laundering Certificate ). 

With all of the state above, I feel bank is in violation and I also found later today upon research this scam with this number has gone on for few years and people have reported to Chase ( it even has Chase sounding background music and all ) and Chase have not done anything to stop it. You can look up by searching on google with # provided above. 

The fact scammers can call with false Chase ID for years and not get caught, the fact bank just somehow activates voice ID for customers without any actual recordings or consent and have no records of, create a whole way of internal and external fraud. 
I have also filed a shorter version of this report with FTC and ask you to take this very seriously. Scammers and voice phishing work quickly and meticulously, and are on the rise and without bank even caring about these situations for years and not having any records or answers, not only customers are not protected, they are in violation of XXXX  and XXXX XXXX XXXX.

Company response to consumer: Closed with explanation