Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX morning, I was checking my emails and realized I've gotten two emails ( one was a new recipient added to my account, second was stating the wire transfer is complete ) which was not authorized by me. The total amount was {$13000.00}, excluding wire transfer fee. I immediately called Chase fraud department to file a claim and relayed that I believe someone had gotten access to my PC as well as my phone to initiate this wire transfer. They provided me my wire transfer recall claim XXXX which will take up to 10 business days for a decision. As per Chase, I will receive a letter in the mail regarding this. On XX/XX/XXXX to XX/XX/XXXX, I had worked together with the Chase team to reset my account ( new username, new password ). In addition, I have reset my email password which is associated with the account as well as remove all remote access apps on my phone. Fast forward to today, I decided to call Chase to see if they got an update on my case. After waiting for at least 40 minutes, the supervisor of the wire recall team XXXX updated me that my wire recall claim was denied. Reason was there are no unknown sources of my log-in, I told them of course they were known sources as I stated before someone had gotten access to my PC as well as my phone when initiating the transfer. As per XXXX, I should've gotten a letter of their decision. Since filing the claim till when the decision was published I have not gotten any physical nor electronic communication. Had I not called them today, I'd be waiting blindly and assuming my bank will protect me to recover my funds. Their resolution was now they will send an email to the recipient bank and ask if they would wire the funds back to me. That should've been the first thing Chase should've done when filing my fraudulent wire recall claim and not wait 4 business days to tell the other bank to keep the funds pending on the recipient account. Lastly, I asked what determines whether the recipient bank will honor the wire recall or not and I was told whether the recipient has moved his/her funds away from the account or not. Given this is a fraud, why would the funds still sit in the account? Any scammers would move that money the moment it is shown up on the account and NOT leave the funds untouched for 4 business days. To conclude, I don't believe Chase has handled my claim accurately and seriously. 1 ) Reason for denied wire recall claim is the root cause of the claim to begin with, you won't find " new '' sources of log-in since someone had gotten access to my personal devices 2 ) Chase has failed to provide any electronic or physical communication regarding the filing of my claim to decision of my claim 3 ) Failed to detect suspicious activity internally, I have not submitted a wire transfer since 2022. It should've at least prompted more verification before letting it go through 4 ) Time of fraudulent activity was taken place when I was asleep

Company response to consumer: Closed with explanation