Consumer complaint received 2026-03-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/year>, I was the victim of an impersonation scam involving individuals claiming to be representatives from JPMorgan Chase fraud prevention. The individuals impersonating Chase contacted me using phone numbers appearing to be associated with Chase and created a highly convincing scenario involving fraudulent activity on my account. They provided claim numbers, transferred me between supposed fraud representatives, and created urgency around preventing {$5000.00} in fraudulent withdrawals. Under these circumstances, I reasonably believed I was interacting with Chase fraud prevention and following instructions to secure my account. At approximately XXXX XXXX, I received a phone call from someone stating they were from Chase. The caller informed me that a checking account had been opened in my name and that XXXX fraudulent transfers ( {$2000.00} and {$3000.00} ) had been initiated from my account. I confirmed that these transactions were not authorized. The caller stated they would cancel the fraudulent transactions and provided what they described as claim and cancellation numbers. I was then transferred to another individual who also represented themselves as part of the Chase fraud department. Shortly afterward, I received a XXXX call from XXXX with no video. The individual stated that they were coordinating with Chase fraud prevention and needed me to share my screen so they could confirm cancellation of the fraudulent transactions. During the call, I repeatedly expressed concern that the process did not seem legitimate. The individuals reassured me that the call was being recorded for safety purposes and that they were helping prevent {$5000.00} from being fraudulently withdrawn from my account. They created urgency and insisted that if I did not act immediately the fraudulent transactions could not be stopped. Following their instructions, I was directed to send a {$2000.00} XXXX peer-to-peer transfer to XXXX XXXX XXXX. I was told this was required so their manager could match the transaction on the backend in order to cancel the fraudulent withdrawals. Immediately after completing the transfer, I became concerned that something was wrong and ended the call. I then contacted JPMorgan Chase directly using the official customer service number. Chase informed me that there were no fraudulent withdrawals and that the individuals were scammers impersonating Chase and XXXX representatives. I reported the incident to Chase immediately after realizing the callers were scammers and filed a fraud claim. The claim was denied. I have attached Chases written denial notice dated XX/XX/year>, which states that the transaction was considered authorized despite my report that it resulted from impersonation fraud. I escalated the matter to the Chase Executive Office under case number XXXX, but Chase maintained its denial and classified the transaction as a voluntary peer-to-peer transfer rather than impersonation fraud. I strongly dispute this classification. I did not voluntarily send money to another individual. The transfer occurred only because I was manipulated by individuals impersonating Chase fraud personnel and was told the payment was necessary to prevent fraudulent withdrawals from my account. This was a fraud-induced transfer resulting from impersonation of bank representatives. Chase informed me that because this transaction was considered a voluntary peer-to-peer transfer under XXXX, they do not provide protection or reimbursement in these circumstances. I requested an explanation of the findings and reasoning behind Chases determination that the transaction was a voluntary peer-to-peer transfer. Chase informed me that the findings of their investigation are private and refused to provide any details about how this determination was reached. I am requesting that the CFPB review whether JPMorgan Chase appropriately evaluated this fraud-induced transfer and whether its policies adequately protect consumers from impersonation scams involving individuals posing as bank fraud personnel. Chase case number : XXXX Attached are screenshots showing the sequence of incoming calls used during the impersonation scam, including : Chase denial letter ( XX/XX/year> ) Incoming call from XXXX ( XXXX ) XXXX labeled Chase Repeated incoming calls from XXXX ( XXXX ) XXXX when calls disconnected Incoming FaceTime call from XXXX My immediate outgoing call to Chase to report the fraud

Company response to consumer: Closed with explanation