Consumer complaint received 2025-05-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I was a victim of fraud. I bank with Chase. On Thursday XX/XX/year>. I received two alerts by email. First one was that my device was successfully changed to a XXXX  XXXX. My device is a XXXX XXXX XXXX. The second alert was that my password was changed. Both came in at XXXX pm. Then I received fraud alerts by text. Did I authorize wire transfers of XXXX with independent property account. XXXX notification did I authorize wire transfer of XXXX from XXXX checking account and another text saying did I authorize XXXX from XXXX account. I said no to all of them. Then the fraud dept.called me. They sent a push notification to my phone to accept identification. ( they always use this ) They said if I have been to XXXX, that someone walked into the bank to impersonate me and made these transfers to XXXX they said they suspected It was an inside job They were going to try to retrieve the wires. I was to go down to the bank and as soon as the money went back into my account, I was to pull it out and then they opened to new accounts for me to put the money back through the atm. I NEVER GAVE THEM ANY INFORMATION. They knew my account numbers and exact balances. One of the accounts was an XXXX  account, I was the representee only. That account was restricted. Could not make transfers to personal accounts, no debit cards, could only write checks. But the XXXX that was supposedly wired out, was authorized over the phone to transfer to my independent properties business account I took out the money, XXXX XXXX and deposited into the new checking accounts. But of course, no such accounts existed. So, all the money was gone. Chase won't file a claim. 
Because I withdrew the money in cash. I get that. I was scammed. 

The issue is how were they given access to my accounts in the first place? None of this would have happened if they hadn't allowed them to change my device on the phone to give them the ability to receive the codes to get into my account change the passwords which gave them full access on XXXX. The questions I keep asking the bank was how someone can just change the device over the phone. I have a secret password on both of my accounts that is not written down and no one knows but me and the bank. The other question I had for them was how someone could make a phone transfer of XXXX from an estate account into a personal account? This is not allowed. 

I get that the money can not be returned because I took out cash out to deposit into fraudulent accounts. But they knew exactly how much money I had, and they knew the account numbers because they had full access to my online banking the whole time. This never raised any suspicion to me because they were sending push notifications to me while I was taking the cash out, it wasn't until I got home to try to get on my account and found I was locked out. They had indeed changed my passwords. I also thought that push notifications were secured through Chase. 

Foe the last XXXX days I have been on the phone with Chase trying to file a claim. All they do is transfer me to another dept. There are no notes on my accounts they didn't even cancel the accounts or freeze them. Luckily, I did file a police report in detail. Case numbeXXXX XXXX XXXX XXXX XXXXXXXX I suspect that someone at Chase is involved. This could not have been accomplished if security measures were taken properly. I.E like what as my secret password.? 

This should raise concerns for the general public. That anyone 's account could be so easily compromised. There is error on Chase 's security, and they won't even acknowledge it. When I get copy of the police report I will upload Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation