Consumer complaint received 2025-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
I received a phone call on XX/XX/year> at XXXX from a number listed as JP Morgan Chase Bank XXXX The number was XXXX ( XXXX ) XXXX. It was a woman who told me she was from JP Morgan and that they had noticed suspicious activity on my account. She didn't ask for any information from me, she provided me with my account number as well as my name and the Chase bank branch associated with my account ( which is a location in another town from where I live and not the closest branch to my address- it is not information I have given to anyone ). In the past, my account number is all Chase had used to confirm my identity, so I had no reason to believe this was not Chase. She told me that someone had gone to the branch and tried to withdraw {$7500.00} from my account, asking if this was me, I said no. She told me that there was an open investigation on the branch with the FBI and that it may be an internal crime, and she asked me to meet her at the branch on the next day, XX/XX/year>. Because she had my account information and the call was from JP Morgan, I believed it to be real and agreed. On XX/XX/year> as I was driving to the bank at XXXX, I received another call from the same number listed as JP Morgan Bank XXXX She confirmed my identity yet again, with my account number, and asked me to let her know when I parked at the bank so that she could read me a disclaimer. She informed me that $ XXXX had been stolen from the branch and that my account was compromised and I needed to close my checking and savings account. This is when she told me that I would be going into the bank to do this, and I would be keeping her on the phone. She told me that investigators, including the FBI, were watching the security camera footage, but the audio would be from my phone. She asked me to keep an eye out for anything suspicious, since the tellers could be conducting the crime. She explained exactly what the teller would do and asked me to pretend I was not on the phone. I was so nervous about this, but she again confirmed my account details and told me the FBI was involved. So I entered the bank and did as she advised, keeping her on the phone discreetly, and withdrew all my funds from my checking and savings account in cash in order to close my account. It was approximately {$6500.00}. The teller did not question this, and just handed me my funds without additional question. Then, the woman on the phone advised me that they wanted to make sure I secured my funds right away, asking me XXXX XXXX to the next nearest bank location which was in XXXX CT in order to deposit my cash into a new protected account. She told me to add the temporary card to my apple wallet and use it to deposit my cash in the ATM. The card was a chase bank card. She told me not to print a receipt as the bank would provide me with XXXX with my new account, that this was somehow important for court records. So I did this, the security guard at the ATMs seemed to notice my nervousness and fumbling with the machine and directed me to the ATM inside instead that would be easier. The woman on the phone told me not to interact with anyone as it would compromise the investigation, which scared me. When I finished, I left, she told me that I would receive a copy of the police report, and I would receive a phone call in a couple of days to update me on the investigation. She said they'd expedite a new debit card to my address which she listed to me ( again, I did not provide her with my address myself ) and thanked me for helping JP Morgan with the ongoing investigation and hung up. I was relieved when the call was over and no longer felt under duress with the FBI watching, I realized almost immediately that this could have been a scam. I went directly to the XXXX XXXX  XXXX and filed a police report immediately. On XX/XX/year>, I had a meeting at the Chase branch this occurred at ( XXXX XXXX XXXX in XXXX, CT ) and spoke to a branch worker, XXXX XXXX XXXX. I reported the incident to both him and over the phone with him to one of Chases security personnel. They did not provide me with a claim number. XXXX told me that he has seen similar scams in the past and that he thought I would be covered/reimbursed. They told me I would know in 3-5 business days. On XX/XX/year> I made a report to the FBI as the person on the phone was impersonating the FBI through telling me agents were present and actively watching me enter the bank. On XX/XX/year> I finally received a letter in the mail stating they denied my claim because the investigation found there was authorization for the accounts closing. No further information regarding the investigation findings was provided other than the denial. There is no other person who had my account information and branch information other than Chase. Not even my employer has all of the information that the people on the phone provided. The only way my information could have been leaked is from Chases end. None of their procedures stopped this from happening, there were no protections to prevent the situation and this was done under duress with impersonation of the FBI.

Company response to consumer: Closed with explanation