Consumer complaint received 2026-02-26 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX, at approximately XXXXXXXX XXXX while I was home XXXX XXXX XXXX XXXX, I received a phone call that appeared on my caller ID as Chase Bank. Because I have previously received legitimate fraud alert calls from Chase and because the number displayed as Chase, I answered out of concern. That call lasted three hours and one minute. Throughout the duration of the call, I believed I was speaking with Chase Banks Fraud or Security Department. I now understand the call was likely placed using caller ID spoofing technology. During the call, the primary individual identified himself as XXXX XXXX and referenced a fraud report labeled JPMC XXXX, along with two XXXX transaction numbers : XXXX for {$2000.00} and XXXX for {$3000.00}. The callers demonstrated knowledge of a prior fraud incident that occurred in XX/XX/XXXX on my long-standing personal Chase account, which I ultimately had to close due to unauthorized XXXX transactions XXXX They referenced my prior visit to the XXXX XXXX branch and stated they needed to prevent this from happening again. This prior fraud history was not public information, and their knowledge of it made the call appear legitimate and credible. At approximately XXXXXXXX XXXX, while still on the phone and at their instruction, I logged into my Chase account. I observed two recipient profiles that I did not create, a suspended transaction for {$990.00} marked under review, a recipient labeled XXXX, and two unfamiliar phone numbers associated with my XXXX account : XXXX and XXXX. I did not add these recipients, have never authorized these entries, and have never interacted with these phone numbers. The {$990.00} transaction attempt occurred on XX/XX/XXXX and was not initiated by me. It was suspended. During the call, the individuals told me my phone number had been stolen, my identity was compromised and circulating on the XXXXXXXX XXXX and my bank account number, phone number, social security was involved in a larger fraud scheme. They stated that many customers were falling victim and that this may have been an inside job at Chase Bank. They repeatedly referenced the FBI, stating that the FBI was investigating and that agents were physically present in the bank. They told me I needed to cooperate as part of a broader federal investigation and that I needed to go to the XXXX XXXX branch, keep my phone on the entire time, and conduct a transaction with a specific individual in order to confirm whether that person was responsible. I was instructed to complete a direct deposit transaction using the following information : recipient XXXX XXXX XXXX, account number XXXX, routing number XXXX, address XXXX XXXX XXXX, XXXX XXXX, Missouri XXXX. I was told this routing number was a Chase routing number specially linked to the fraudulent internal account and that the person who completed this clandestine transaction would confirm the identity of the responsible party. Believing I was cooperating with Chase Security and federal authorities to prevent further identity theft and financial harm, and while under sustained psychological pressure during a three-hour call while ill, I transferred {$19000.00}. After returning home, I immediately described the incident to an attorney because I was disturbed by how elaborate it seemed. Shortly thereafter, the callers contacted me again and told me I needed to go to another branch. At that point, I realized something was wrong. I contacted a friend who works for JPMorgan Chase, who instructed me to immediately go to a branch in person. At the XXXXXXXX XXXX, I was informed that the funds were gone. I experienced severe emotional distress at that time. On that same day, when I went to file a police report, there was an XXXX couple filing a nearly identical complaint involving claims that their phone number had been stolen and that fraudulent payments were being initiated. At the bank branch, another woman was crying because she had experienced the same type of coercion. A Chase employee indicated that this type of situation occurs several times per week and that the pattern mirrored other recent cases. In all instances, victims were told their phone number was stolen, their identity was compromised, their bank account was part of a larger scheme, and that FBI involvement required them to initiate transfers. I am reporting this as impersonation fraud, wire fraud, and identity-related crime. The {$19000.00} transfer was induced through impersonation of bank officials and federal law enforcement, deception, and sustained psychological coercion. I affirm that the above information is true and accurate to the best of my knowledge.

Company response to consumer: Closed with explanation