Consumer complaint received 2024-04-01 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am personally filing this complaint as my daughter previously did and was denied as she was not on the savings account that was ultimately affected. So I am filling now.l On XX/XX/24 multiple accounts at Chase Bank where simultaneously hit with wire fraud. We have NEVER used wires before. These hackers were so sophisticated that they were able to first do inter bank transfers from both of my daughters savings accounts ( which I am on ) into my and my husbands savings accounts ( which I am on, but they are not ). And then from my savings account, wired out three sums of money simultaneously to three different US banks/credit unions. The total amount that was fraudulently wired was {$XXXX} ( previous reports show {$XXXX} but that is just what was fraudulently moved around our accounts, but only {$XXXX went out to the hackers ). 


When we ask Chase how this happened, we get a different story every time, and now we get no response at all. One time they said the hackers used our voice to authorize the wires for a funeral? One time they said the hackers authorized it with the two-step verification? As as of lately, the bank will not confirm or deny at all how this was authorized. I want to make it clear I have NEVER done any wire transfers before, and for Chase to allow this to go out under such suspicious circumstances is grave negligence. Especially because after immediately received the fraud alert call from Chase, my husband and I IMMEDIATELY drove the 2 mins to get to our Chase branch. We were yelling at the top of our lungs ( all on Chase video which they will not give us a copy of ), that this IS FRAUD and to stop all money going out. While we were at the bank even, we received a spoof call from the hackers trying to authorize additional wires. The witnesses at the bank were XXXX XXXX and XXXX XXXX who saw that the phone call looked like it was coming from the Chase fraud department to my cell, which was odd, because we were already on with XXXX ( the branch manager and VP ) and the fraud department while we were sitting at the bank. I put the call on speaker. XXXX immediately recognized the phone number as the desk sitting next to her. Caught on camera, you can see my husband and XXXX go to the EMPTY desk that the spoof call was supposedly coming from. She was SHOCKED that the hackers able to impersonate Chase. We hung up and gave them no information as they were clearly the hackers and not Chase fraud.

We have filed police reports, and FBI reports. We are working with the bank as much as we can but they do not respond to us beyond " denied '' emails and letters and refuse to ackowledge that they messed up by allowing fraudulent wires out of our accounts 1 ) while we were at the bank saying not to allow them 2 ) while there are eye witnesses all caught on camera 3 ) while there is no evidence of codes received for verification which has been confirmed by XXXX XXXX XXXX 4 ) while we have never once used wire transfers before.

Company response to consumer: Closed with explanation