Consumer complaint received 2024-01-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XX/XX/year> I received a text message alert from JPMorgan Chase asking if I was attempting to transfer {$14000.00} reply yes or no to stop transfer. I replied no to the message. Soon after replying to this message I received another message with a temporary username and password. Username XXXX password XXXX followed by another message asking if I was attempting to transfer {$7300.00} reply yes or no to stop transfer. I again replied no to the message. Soon after replying to this 3rd message, I received a call from JPMorgan Chase fraud department number XXXX asking if I was attempting to transfer {$21000.00} from my account at which I informed them that I was not attempting to make any transfers, nor did I authorize any transfers. We then proceeded to file a fraud claim, The representative said that he froze my online account including my debit card. He assured me that the transfers were canceled and that I needed to reach out to get set up with a new online user name and password. Later in the day Got another message from jp morgan # XXXX with a temporary username and password I immediately logged into my bank account to find that an online domestic wire transfer had been processed for {$21000.00} via XXXX XXXX XXXX to an XXXX XXXX XXXX GA XXXX XXXX I immediately went in person to JPMorgan Chase at XXXX XXXX XXXX XXXXXXXX XXXX, FL XXXX. I informed the teller that I did not authorize this transfer and wanted to know how it processed after previously filing a fraud claim. The teller had me speak to the fraud dept and file a fraud claim. She also had me submit a request for the funds to be sent back to my account to the receiving bank. She also informed me that she did not see any previous claim for fraud filed. The rep placed a freeze to my online access all together and closed all open accounts including checking, savings, and debit card. They then opened new accounts and requested a new debit card be issued. I then spoke to the chase tech dept and obtained a new username and password for my online access after having me changed my email password associated with my bank account and run an antivirus program on all devices. I received a letter from Chase Bank informing me that XXXX XXXX XXXX XXXX refused to return the money and the found no fraud and closed my case. They went on to encourage me to reach out to the receiving bank. On XX/XX/XXXX I called XXXX XXXX XXXX XXXX and spoke to XXXX in the fraud department. I informed her about the fraud claim filed with Chase and how they closed the case because XXXX XXXX refused to return the funds. XXXX informed me the funds were denied returned because they were unaware that it was due to complaints of fraud. She also informed me that Chase failed to send them the required indemnity affidavit and another form required for them to have sent the money back. She told me how if they received those required documents they would have had to send the money back right away but they didn't because they never received those forms nor made aware of a fraud claim by JPMorgan Chase bank. XXXX and I called JPMorgan Chase on a 3 way call and spoke to a supervisor who claimed they sent the forms on XX/XX/XXXX. However, XXXX XXXX did a department wide search and could not find any forms received. XXXX XXXX did an internal investigation and informed me that even if they did receive those forms today it was too late because the funds had already been transferred out of the receiving account and that I needed to go back to chase bank. I again called JPMorgan Chase Bank and the supervisor of the fraud department informed me that there was nothing they could do and that they closed the case and could not help me. On Saturday XX/XX/XXXX I reached out to the XXXX, FL police department to report the theft/fraud at which they gave me the packet to complete and informed me to file with the FTC prior to returning the packet as to include the FTC report and claim number. On Monday XX/XX/year> I turned in the packet and filed a police report with the XXXX, FL police department for fraud/theft/wire fraud. I also gave a copy of the Federal Trade Commission report and report number : XXXX. Chase closed the case of fraud without looking at the evidence I had showing my information had been breached and I had been receiving text messages disguised as chase messages. I also had proof that someone requested a temporary username and password. The day The Wire had been transferred along with an email where The Wire was set up that day on my account prior to that. I have never transferred any money by a wire. I did not know this person. I do not know this person. I did not know this person. I did not authorize the transfer and Chase will not stand behind and Insure my account. They said sorry for your loss but we can't help you. I am out my entire life savings {$21000.00}. Because somebody failed to do what they were supposed to do in the first place. Chase claims they sent the documents to XXXX XXXX and XXXX XXXX swears they never received those documents. Somebody is wrong and lying somewhere and I'm the one who is paying the price for it. It's not right And it's not right.

Company response to consumer: Closed with explanation