Consumer complaint received 2024-10-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a phone call from XXXX from the Fraud Department of JPMChase Bank. XXXX said there were fraudulent activities on my Checking Account and was investigating the matter. He questioned me about the last time I use my ATM card? He indicated the business where I last used my ATM Card, that business must have had a device to detect my information and gave it to someone to impersonate me. He continued to question me about online purchases e.g. XXXX, XXXX. He wanted to know if I had given anyone permission to use my ATM Card. Also, if I had the card with me. I assured him I had the last replacement card with me and he asked me for verification. 

At that point, I asked to speak to his supervisor and was transferred to XXXX XXXX XXXX, who introduce himself as the senior supervisor of Chase Fraud Department, badge # XXXX, phone number, XXXX. He assured me he was an authorize representative of the company and is investigating fraud against my checking account. He stated he would not jeopardize his job and was there to correct the problem. ( I was skeptical ) Subsequently, I phoned Chase Bank to verify XXXX XXXX credentials. While I was hold with Chase Bank, my call was answered by XXXX XXXX who asked if I was trying to reach him? 
I requested the location of operation and he said New Jersey. XXXX XXXX then asked, have you been shopping XXXX? Etc He appeared to be genuine employee and gave the impression of a reputable officer of Chase Bank. 

He stated that someone got a hold of my info and is acting as me, wanting to know if I gave anyone permission permission to use my checking account. He said that I was targeted and confirmed that I was given three replacement ATM cards already, and he needed to investigate the matter. He said he will do some more investigation and will call back the next day. 

The following day, XXXX XXXX called with the names of the individuals asking if I knew of a XXXX XXXX, XXXX Ohio, and XXXX XXXX, Florida and several other names which I did not recognize. He said someone is using my information and had wired money to those people. I explained I have never wired any money in my life and they are not from me. XXXX XXXX wanted to know if someone could have access to my my personal information at home. He assured me there is someone was using my credentials and questioned me as to who could have access to my personal information in my home. ( I have many home health aide caring for my severely XXXX  son, with XXXX, XXXX, is XXXX  and XXXX ) XXXX XXXX gave me personal information and numbers only authorized employees would know my information. He continued by asking probing questions into my use of credit cards and other forms of digital payments. He said there were four money wired transfer in the amount of ( I will get the exact amount ) sent to these people in Florida and Ohio. 

He informed me that there was indeed fraudulent activities on my account and I needed to change my password and account number and he will help me to close off my current and opened up a new account to secure my money. He explained there were four wired transaction and he will to help me get back my money plus the wired transferred fee of {$25.00} for each transaction. To secure my money he informed me he will have to immediately close off my account and open up a new account. 

He was aware of my XXXX XXXX card was also replaced for the third time and said he was working hand in hand with XXXX XXXX. Also, he called me back and assured me that he had closed off my account and opened up a new account and will give me the new account number. He appeared to be legitimate to me. 

On XX/XX/XXXX, I discovered that my JPMChase account was hacked and I immediately went to my branch corner, XXXX XXXX and XXXX XXXX XXXX. I spoke to a Supervisor regarding monies totaling {$29000.00}. XXXX was illegally taken from my checking account and was wired to people in Florida. The supervisor called a colleague from the fraud department and spoke to XXXX whom she explained about my finding. XXXX alerted another colleague XXXX who they talked and said they were going to reached out to XXXX XXXX  in Florida where my money was wired to do an investigation. XXXX then gave me several Case numbers to keep as reference. 

Case # XXXX  XXXX XXXX Case # XXXX  XXXX XXXX - XXXX Case # XXXX  XXXX XXXX - XXXX Case # XXXX  XXXX XXXX XXXX told the rep that I will have to fill out Affidavit of Fraud to bring to the bank and XXXX  can fax it to her. The supervisor told me she couldnt to anything until I go get the police first and bring it back to the bank. I immediately went to the XXXX precinct to make the report. I was assigned to detective who took my report and asked for the bank print out of such deduction. I then went back to the bank and got the report for the same supervisor. I then took it back to the Precinct who then said the bank printout was not stamped. I then took back the report to back to the bank and the supervisor then stamp it. I took it back to the precinct who then told me the document had to be notarized. I went back to the bank only to find out they didnt have a notary. Each time to the precinct and to the bank took me ( 30 ) minutes each way. I had XXXX  that day and I was going to and from the bank to the precinct. One week later I collected the police report and presented it to the bank only to be told by the supervisor that I have to fill out JPM Chase paperwork that the Fraud department will send me document to fill out. I must fill out and bring back to the bank with the police report and she, the supervisor with then fax it to the department. 

I waited several weeks and make several phone calls in an attempt contact JPMChase Bank. I spoke to XXXX who then called XXXX internal chase back office fraud dept. 

I was told to call XXXX and follow up. 

Wire research Facts : The past six months I have been given three replacement ATM card by JPMChase Bank The past six months I have been given three replacement ATM card by XXXX XXXX The past six months I have been given two replacement ATM card by XXXX XXXX XXXX They were all fraud suspicion : Being a single senior citizen and head of household, I have a tremendous responsibility caring for a XXXX yrs old man, my son, has been overwhelming. I am enduring several medical issues and was about to do my second XXXX. 

I have been a valued Chase customer from XXXX and you can monitor my spending habits. Im suspicious of Chase involvement regarding wire transactions within a two days. I feel betrayed, abused, compromised, battered, robbed, mistreated, disrespected.

I have requested Chase for verification as to how they determined, that I voluntary gave permission for wire transfers and they never did. I have asked that Chase return my money to my account without success. 
Will you help me?

Company response to consumer: Closed with explanation