Consumer complaint received 2025-12-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
Received text at XXXX from ( XXXX ) XXXX : CHASE BANK N.A : Did you attempt a ( * XXXX * ) transfer for ( {$2000.00} ) Reply ( YES ) if this was you if this was not you reply ( NO ) and a call will be sent shortly thank you. 


I replied NO at XXXX. Immediately got a phone call, said his name which I did not catch initially but he said he was from the fraud department at CHASE bank and that he was looking into a potential fraudulent charge. He asked if I had any knowledge of the XXXX payment, which I did not. He said he was evaluating it to verify everything was correct, and then said he found an {$8000.00} wire transfer that was pending. He then told me I would need to go into a local branch to remedy the issue. He said that I would have to close out my account and open a new one. I stated that I couldn't go in anywhere because I was at work and am an ER doctor. He said that it was urgent, and if the wire transfer went through we would not be able to recover the money. I asked if the afternoon would be soon enough, some time after XXXX. He said he would have to check with his supervisor to see if that would be possible. I was put on a brief hold. When he returned he said that no it needed to be as soon as possible, that I needed to understand the urgency of the situation and that if I didn't act quickly we could lose the {$8000.00}. I said okay and figured out how I could leave work. He said that I needed to stay on the phone with him the whole time for documentation purposes. 

I had him on the phone via XXXX and he put me on hold again so that he could call the CHASE branch I was heading to and on the way there he explained the process of what was going to happen since it was my first time dealing with this. He explained that I needed to go in, state that I needed to make a withdrawal of {$8500.00}. He also said they would check my ID and then ask for a security code. He said he would let me know the security code when I arrived. He also explained that I could either request it in the form of a check or cash, but that cash would be faster. He said the check could take up to an hour and he knew that I was in a rush. I agreed. 

I drove to XXXX XXXX XXXX XXXX, XXXX XXXX, IN XXXX. Let him know when I arrived. He said that the code was she would ask what the money was for and I should say it's for a large home damage repair. He had me rehearse the interaction and said I would need to follow it for my safety since I was withdrawing such a large amount. He said they would recognize my account and know why I was there. He instructed me to keep my phone in my pocket but keep him on the phone during. 

I went in, made the withdrawal. The teller asked me Are you buying something nice?. I at first laughed lightly, not realizing this is how she would ask for my code word. She then said something along the lines of doing something fun?. And I replied no just a large home repair. She gave me the money and sealed it in the envelope. I went back out to my car and got back on the phone. At that point he instructed me to put the money into a different bag so that no one could see what I had sitting in my car. He emphasized this was important for my safety. I found an old XXXX 's bag and put the envelope of cash into it. He then said the XXXX would be arriving to the branch shortly and would come to my car. He asked what car I was driving- I told him it was a red XXXX XXXX. He said that the XXXX would be in a green XXXX XXXX and should be getting there shortly. He said when the XXXX arrives I should say Pick-Up. He said the XXXX would then take the money around the side of the bank, verify the amount, then put it back into my account. The car arrived. A man got out of the car. My description of him would be a young ( probably late XXXX XXXX ) XXXX man, short XXXX hair, dark brown eyes, approx. XXXX '' tall, heavier set ( est. weight XXXX ). He came up to my window which I rolled down and said Pick-Up and handed him the XXXX 's XXXX. He took it, went back to his car, then drove out of the parking lot. I followed his car visually, lost sight for a brief moment but then saw XXXX XXXX back around toward the bank. At that point the man on the phone started telling me what the next steps would be and I stopped watching the vehicle. He said the bank was getting me a new debit card and checks and that they would bring them out to me very shortly. He then put me on hold again so that he could ask the branch to get it done quickly for me since I was needing to go back to work. He said he would also check in about the processing of my deposit. I thanked him and asked what his name was - he said XXXX, and I again thanked him. I was then on hold for quite a while. Enough time for me to text some coworkers to check in about how things were going at work, give some advice on a case. Based on text time stamps this waiting began at XXXX and I told my coworker I should be done in XXXX. 

He got back on the phone a bit later and said that the checks were what were taking the longest, and that if I didn't need the checks I could feel free to go. I said I didn't need the checks but would like to wait for the debit card. He said he would check back in, and it took a while again for him to come back on. I was getting more anxious about needing to return to work. He got back on and said that they actually were not able to get the card made, something about not having the right kind of card I would need for extra security moving forward. He said that I would be able to pick it up tomorrow, but in the meantime I could continue to use my current debit card. He asked if I had any questions. I asked if my husband needed to do anything with all this going on and he said no everything was taken care of on my end. He then said he would stay on the phone with me while I went back to work so that he could monitor the processing of my deposit and be with me when it was confirmed. I texted a coworker when I was leaving the bank, which was sent at XXXX. I kept him on the line while I drove. I got back to work and still had him on hold while starting back into my clinical duties. At some point he finally said that he'd heard from a supervisor that the deposit would be scheduled for later tonight, so we could end the call. At that point I was mainly relieved that it was over and I could focus on my patients and hospital. I thanked him again for his help. 

Total call length : XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation