Consumer complaint received 2024-04-05 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
On Thursday XX/XX/XXXX around XXXX I received a call from a Chase Bank number. A man claiming to represent Chase said someone was attempting to use my debit card in XXXX, Ohio. XXXX transaction at a XXXX, another at a XXXX. I said it was not me making those transactions. He then named XXXX or XXXX other transactions made from my debit card and I confirmed that those were made by me, by simply saying yes. I provided no other details. He went on to say that someone by the name of XXXX XXXX was also attempting to wire {$22000.00} from that same account. I said again, that I did not authorize any wire and have never heard of anyone named XXXX XXXX. The person who called me as a Chase representative had already accessed my chase profile. He had the details of my last transactions, access to my XXXX daughter 's checking accounts ( which he had transferred about {$12000.00} and {$6100.00} from those accounts ( leaving them each at {$0.00} into my checking account ), and they also transferred another {$4000.00} from the joint checking I share with my husband into my checking account. My husband called Chase Bank while I was still on with the man who called me and it was confirmed that someone had made these transfers and was trying to wire money out of my checking account. They had already made XXXX failed attempts. We again told Chase we have not authorized any of this and we do not know who XXXX XXXX is. I was on the phone with the man claiming to be from Chase until around XXXX. I was led to believe I was working with him to stop the wire and get the money back into the correct accounts. He directed me to dial XXXX on my phone and then I was sent an authorization code, which he said he needed to stop the wire. It was at this time, around XXXX, that I was put on hold, and at that point a third wire attempt for {$22000.00} was successfully sent to an account belonging to XXXX XXXX XXXX a XXXX Bank in Florida XXXX This was not initiated or authorized by me. When I saw the {$22000.00} vanish from my account I immediately called Chase Bank back and was transferred to the wire department requesting a wire recall - That occurred within XXXX minutes of the actual wire. I was told because of how quickly the wire recall was made our money would be returned. I was also told that because this wire was fraudulent it would be returned. 

Since then I have spoken with claims and fraud at Chase Bank. I've been told that our claim was denied because it was a scam not a fraud and the wire authorization came from my phone. All the Chase employees I have spoken with understand that my phone was likely remotely accessed, but there is nothing they can do. Chase is stating that through XXXX tracking data it was me who confirmed/authorized the wire. I have repeated over and over that XXXX ) The person that called me was in my Chase Bank profile from the moment he called. I never gave him any personal information, XXXX ) He transferred money between accounts without my knowledge or consent before he ever called me, XXXX ) I do not know XXXX XXXX, XXXX ) I did not make or authorize any of the XXXX transfers between our accounts and XXXX ) I did not initiate or authorize any wire ( now or ever in my life ). 

On XX/XX/XXXX my husband and I went to the Chase Bank XXXX in XXXX, Ohio. On that day we closed our existing accounts and reopened new accounts. We also changed our profile and login information. Since then the Chase XXXX XXXX at XXXX Ohio and staff have been trying to help us. I filed a formal police report on XX/XX/XXXX after I was told the claim at Chase was denied. A Chase employee from the XXXX Department told me I should work through the local branch to add the police report and reopen the claim. So I brought the police report to the local branch, also on XX/XX/XXXX, to file the report and have the fraud claim reopened by Chase. As of XX/XX/XXXX the police report has still not been received by claims or the fraud department at Chase. According to the local XXXX Chase branch they have attempted to fax the report XXXX times, with no success. 

Chase has not given me any report or evidence showing what they have found in their investigation. It has not been explained to me how my chase bank profile was accessed begin with and how money was transferred between accounts without XXXX verification codes. This consolidation of money into XXXX account happened prior to the initial phone call at XXXX on XX/XX/XXXX. It has not been explained to me why the wire recall was not successful even through the recall was initiated the same day, approximately XXXX hour after the wire was sent and it was fraudulent. It was not explained to me how the wire authorization happened in the first place. It was not explained to me why photo identification and in person authorization were not required to send a wire of such a large amount. Chase has only informed me that after their investigation they are denying my claim and the case is closed.

Company response to consumer: Closed with explanation