Consumer complaint received 2024-01-31 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
On XXXX XXXX I was scammed by a fake XXXX and XXXX user selling concert tickets ( XXXX XXXXXXXX ). I sent the account {$1300.00} dollars via XXXX and instantly realized it was a scam. I filed a claim through XXXX and Chase that same morning ( within the same hour ). When I was on the phone with Chase, again within the same hour on XX/XX/XXXX, I asked that since the charge was still pending if the purchase could be cancelled and I was advised it could not since it was through my checking account. The operator assured me that I should see funds redistributed into my account within a week and was not concerned with the legitimacy of my claim ( phone call was recorded and should be taken into account when reviewing my claim ). The funds were no longer pending and taken out of my account on XX/XX/XXXX. I received the funds redeposited into my account on XX/XX/XXXX with a notice from XXXX that my account had been unfrozen. Today, XX/XX/XXXX, I noticed there was another reversal on the claim and they removed {$1300.00} from my account. I was not given a notification from XXXX but rather had to do the research myself and see via tracking an already closed claim ID that XXXX stated my claim was denied for the following reason : Based on our review, we found this transaction is consistent with your payment history. 
As a very consistent XXXX user, the largest payment I had sent in XXXX was {$500.00} to my mom. In fact, over 90 % of my transactions in XXXX were to the same 3 people with majority not exceeding {$75.00}. My profile is very consistent and this information is easy to pull and verify. Based on my use of this app and the fake XXXX account XXXX XXXXXXXX XXXX I simply dont understand how this would be consistent with my payment history and not seen very clearly as a spam account. Additionally, XXXX shows that the payment is not authorized ( see in attachment ) yet in a letter from Chase, they stated that the payment was authorized. This makes XXXX sense. It seems that there was no consistent investigative work to truly understand the situation. Financially, this will ruin me for the next few months. As mentioned, the XXXX account that I sent the money to is clearly fake and yet the profile is still active on XXXX and others have fallen victim to this scammer ( XXXX could simply remove their account and they have not ). 
The lack of visibility, communication, and effort to dismantle this hacker is extremely disappointing both by Chase and XXXX. I have been a Chase customer since XXXX and a XXXX user since XXXX and will not be continuing my services with them after this claim. I have never disputed a charge or filed a claim in the past. Is there absolutely no protection for long standing Chase customers or XXXX users? Does XXXX not vet out and ensure the profiles using their platform are legit and not scammers? I have seen countless pages of people experiencing the same issues that dont get resolved until they go through CFPB.

Company response to consumer: Closed with explanation