Consumer complaint received 2024-07-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
XX/XX/XXXX I received a phone call from a man claiming to be from JP Morgan Chase fraud department, the caller ID was JP Morgan Chase, and the phone number came up as the same number dialed on the back of my Chase bank debit card. The man told me he was calling because there were some charges they flagged as fraudulent and asked me to verify whether I made the purchases or not. They were six purchases for various amounts from California. I denied making those purchases, after denying that I made those purchases he told me they were going to have to lock my debit card, close it out and send me a new one. He stated I would recieve my new card in one to two business days. He then proceeded to tell me my Chase account was compromised and that he would be transferring me to a account recovery team to walk me through the steps of closing out my account and opening a new one. While on the line with him he told me i would be receiving a phone call from chase and to answer it, i recieved a call from the same number caller id jp morgan chase but I did not answer in time the second call came through and I answered. I then spoke to the other man claiming to be from Chase as well who stated I would need to do a reverse wire to myself, the funds would leave my accounts and be transferred to my new account once created. He asked me to go into the transfer tab of my online application and type in a series of numbers, after I typed them and clicked next he put me on hold. He then told me he would be sending me a verification code and asked if I could verify the code with him. It was at this time the real CHASE BANK had the wire status as pending and attempted to call me to verify if I attempted to wire money. I DID NOT answer the phone for Chase because at the time I believed I was already on the phone with CHASE Bank. I have phone records proving this. The man or his colleague pretended to be me and gave the verification code to CHASE over the phone. I didn't verify anything with Chase another man did. The man gave then the code and the money was wired out of my account to trust bank. I felt off about everything and hung up on him, while I was dialing chase he called me back from the same number. I answered and he apologized that we were disconnected, i told him im feeling uncomfortable and he told me to check the number on the back of my debit card and verify it with the number i was called from. I immediately hung up the phone and called the number on the back of my card, which was the same number I was called from but this time I dialed it myself. CHASE BANK put XXXX XXXX to the fraud department who filed a claim for me and then transfered me to the WIRE department who sent a letter to XXXXXXXX XXXX requesting a swift wire recall of the funds. The next day I took off work and went to the CHASE BANK branch in XXXX NJ, I spoke to two very nice women one of them being the branch manager who made a call to chase wire fraud on my behalf. While she was talking to wire fraud I was sitting with the other women who helped me close my accounts, reopen new accounts and have my money transferred over to the new accounts. Apparently Chase didn't even cancel my debit card even after everything that happened so she had the debit cards closed and put in an order for new ones to be sent to me in the mail. The other women walked over to me and told me she had good news. It seems that after talking to chase wire fraud they were able to recover the money and I should be receiving it in a couple of days. I then left the branch. A couple of days later I called chase fraud for an update on the claim, I was told there's no updates in the notes, the case is still open and they are sorry for any information I may have heard that I was receiving my money back but that is simply not true. I then hung up and called the Chase branch in XXXX, they told me they talked to chase wire fraud not Chase fraud and to give it a few more days for them to update the information in the notes. A couple of days passed I called Chase wire fraud, they told me the car was still in open status and they can not guarantee I will get my money back. They told me to call back in a week. A few hours passed I decided to call Chase wire fraud again but this time was transferred to the claims department. The women from claims told me to check my account ending in XXXX that they had deposited the money into that account. I checked my account and saw no deposit, I then informed her that my account ending in XXXX was closed due to being compromised and I had new accounts created. She then out me on hold and after coming back to the phone told me I would need to go to a Chase bank for some sort of letter. I hung up the phone and scheduled an appointment for the Chase bank branch in XXXX NJ at XXXXXXXX XXXX on Wednesday XX/XX/XXXX. I spike to a women at the bank who called Chase for me and after a lengthy phone call asked me to take the phone and speak to the Chase representative. I spoke to a man who told me CHASE as of XXXXXXXX XXXX on XX/XX/XXXX decided to deny my claim on the basis that no other device had logged into my account and gave the verification code. I told him I never gave the verification code a man pretending to be me did, and stated that every time I call Chase they ask me to verify a verification code with them, that's all I did with the man claiming to be from Chase. He said that the verification code was given over the phone, I told him I have phone records proving that I did not answer the phone for Chase when they called me for the code. Someone pretending to be me gave Chase the verification code. He then told me he's sorry but the case is closed and they will not be making any more attempts to collect the money. I asked him why they couldn't get the money back from XXXXXXXX XXXX  and he just repeated himself. That's he's sorry but the claim has been denied. I am at a loss, CHASE bank has dragged me through the mud with all of the misinformation, I don't know what to do. Attached you will see phone records of me hanging up the phone with the scam artists who called me from the Chase phone number without the 1 in the front of the number, at XXXX XXXX. You will see the outgoing call at XXXXXXXX XXXX  where I called chase Bank and how I declined the two calls from the JP Morgan chase scammers at XXXX while I was on the phone with the real CHASE. How I never answered the phone for the real CHASE to give them any verification code. I asked CHASE BANK to go through there phone records and verify that they infact called me and spoke to me on the phone for the verification code but I got no answer. If all these phone calls are recorded I would like to listen to that recording.

Company response to consumer: Closed with explanation