Consumer complaint received 2024-09-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NM

Complaint narrative:
On XX/XX/year>, as I read email, a pop-up appeared on my XXXX XXXX screen stating that my IP adress had been hacked and was being used illegally. The message stated that I should call the XXXX number provided immediately and that my XXXX would be temporarily locked while an investigation was made. I called the number and believed at that time that I was speaking with an XXXX associate. He listened to what had occurred, asked questions, and advised that he would file a report. He also advised that he would connect me on a secured line with Chase Bank to find out what had happened with my account there. I believed that I was then connected with Chase and speaking with a fraud specialist. He stated that {$600.00} had been taken from my checking account for a XXXX XXXX He further stated that since this amount was large, a text had been sent to me by Chase asking me to confirm this transaction. I made clear that I had not received a text from Chase. He concluded my phone had been hacked. I believed all of this so completely, I later called XXXX XXXX to report that my phone was hacked. The person I believed to be a Chase fraud specialist said that because the confirmation text was received, the payment of {$600.00} was scheduled to go through. He put me on hold as he said he would discuss this situation with other Chase specialists to determine a course of action. His conclusion was that if a duplicate charge of {$600.00} was made within a short time, Chase could once again being the confirmation process and cancel both transactions. He said that at Chase, duplicate transactions in a very short time send up a red flag. Believing this to be true and believing that I was talking with Chase, I followed instructions with the Chase specialist on the phone with me the whole time. I went to XXXX and purchased two gift cards of {$300.00} each, went home, reported the numbers on the cards, and hung up while this new charge was processed and then stopped as a duplicate charge. Shortly after, I received a text from Chase stating the process had worked. Wait 3 hours for this situation to be resolved, then the specialist would call to confirm. No call came. The secure number went to a texting service. I left a text requesting a call back. I tried to call XXXX for their updates using the same number that I had used that morning. It did not go through. I looked up another number for XXXX and was informed at that time of the fraud. The number I originally called was false. The pop-up message did not come from XXXX. After we talked I called XXXX to report the gift card numbers and both had been used. My XXXX Case Number is XXXX. My XXXX Case Number is XXXX. I called Chase and spoke to Retail Fraud who had me discard my debit card and put the {$600.00} back into my checking account by Thursday. My Chase Claim is XXXX. Today I was told Chase was taking the {$600.00} back because I did actually make the purchase. I explained that I made the purchase because I believed I was speaking with a Chase specialist who told me to do so. I did not create the fraud. Chase will not reverse the decision. They will take away my money on the XXXX. I asked if they could take {$100.00} a month for XXXX months and was told no. Now I cant pay my rent on XX/XX/XXXX. Chase does not care and will not work with my on paying over time. Im being punished for being a victim and would appreciate help on whether that is fair. I also filed a police repot on XX/XX/XXXX as a fraud incident.

Company response to consumer: Closed with explanation