Consumer complaint received 2025-12-04 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/year>, I received a call from a phone number that displayed as Chase Bank ( XXXX ). The caller impersonated Chases fraud department and told me there was a pending XXXX transaction that would overdraw my account unless I acted immediately. The scammer used Chase-specific language, procedures, and urgency. I believed I was speaking with an actual Chase representative because the incoming number was Chases official number.

Under false pretenses, I followed the instructions they gave me because I was told it was the only way to stop the fraudulent pending transfer. I did not knowingly or willingly authorize any payment to the scammer. The scammer manipulated me into believing they were Chase and that the activity they described was legitimate fraud prevention.

Immediately after the call ended, I realized something was wrong and called Chase the very same day.

During the first call, I was having a severe panic attackshaking, crying, distressed, and overwhelmedwhich is clearly audible in the call recording. Because of this, I misspoke and said I had not spoken to anyone.To clarify, I mentally thought to myself " I wasn't actually speaking to Chase '' ; not realizing I left room for interpretation for the notetaker to think that I spoke to no one at all. Less than 30 minutes later, I called Chase again and clarified the truth : I had spoken with someone, but I believed it was Chase because the phone number was spoofed. I explicitly explained that the transaction was unauthorized because it was completed under deception.I asked the person on the phone to read back the notes that were stated within the second phonecall to confirm that what I stated was written down for consideration, and they did not state everything I told them ( I explicitly stated I acted under false pretense because someone who had the ability to use Chase 's number called me and pretended to be Chase ).

Chase denied my claim, stating that because the payment was sent from my device, it was authorized. This conclusion ignores the fact that the transaction was induced through impersonation, which is recognized federally as an imposter scam, not customer authorization. I asked for them to open up the case again within my fourth phone call so I could submit both my complaint number for my police report and my FTC report and both documents could be considered, but the representative stated on the phonecall that my case could not be reopened again.

I also filed a police report on the same day, including screenshots, call logs, messages, and evidence.

The police agreed that this was clearly an impersonation scam and took photographs of my evidence. My police file complaint number is XXXX. I spoke with a police officer ( XXXX XXXX ) from the 88th Precinct in XXXX New York in person for this report on XX/XX/year> roughly at XXXX. 

Additionally, Chases internal notes appear incomplete. My second corrective call was not properlynoted despite my verbal request for the agent to update it.I tried to go in person to submit photographic documentation for my report and the in person teller told me " once the complaint is made online, there is nothing the in person teller can do ''. I was unaware that I could post the screenshots of my evidence and this was evident in one of my many phone calls with the Chase representative in which I spoke with.

I am requesting that the CFPB require Chase to : 1. Re-open and reconsider this claim. 
2. Review both phone calls from XX/XX/year>. 
3. Correct any inaccurate or incomplete dispute notes.

4. Evaluate the claim under federal guidance regarding impersonation scams.

5. Provide a written explanation of their final determination.

The transaction amount was {$990.00}.

I acted in good faith and was deceived by a fraudster who spoofed Chases phone number. This was not an authorized transaction under any reasonable definition of consent. I am asking for a proper and complete investigation consistent with federal consumer protection standards.

Company response to consumer: Closed with explanation