Consumer complaint received 2025-08-19 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
XXXX XXXX XXXX Received from Chase bank at XXXX a text message asking if I was wiring {$49000.00} from my checking account ( XXXX ) to which I answered no At around noon I received a call from the Chase fraud department asking if I was making this transfer to which I answered no. I asked for identification that this was Chase bank and was told I was talking to XXXX XXXX XXXX # XXXX and that she had been assigned to the case. She the listed the charges on my account which I were asked to verify. She said that they had stopped the transfer and were working on the IP address from which it was made. 
The fraud department called me back several times during the afternoon saying that they were working on the case. 
I tried to get on my bank account on the computer and received the message that due to possible fraud my statement was not available for viewing. 

Later in the day the apparent fraud Department called and said that they had caught the perpetrator, his name was XXXX XXXX from XXXX Ohio XXXX XXXXXXXX XXXX XXXX  I tried getting on to my account again and received the same message that my account was on hold due to fraud. 
I then called the apparent fraud department back to ask why I didnt have access to my account and was told that a second attempt was made on my account. I was assured that the wire had been stopped. 
I then called my IT people at XXXX XXXX to see if my computer had been hacked. He performed several tests and said the computer was clean ( the computer was only 1 week old ). 

XX/XX/year> The apparent Chase fraud called me and said that they received another wire request from a different perpetrator. They were looking into it and that the wire had been stopped. The further said that my account should be opened up later this afternoon During the conversation they said that I had a new account rep XXXX XXXX and that she had e-mailed me asking to set up a time to get together. She wanted to know if she could set up the appointment for XXXX and I to meet her. 
I kept calling the apparent Chase fraud department and they said everything was taken care of and that my account would be available for viewing this evening. 
At XXXX I called my sales representative, XXXX XXXX from XXXX XXXX to tell that that my account was on hold for possible fraud and the check that I was sending them would be a few days late. Around XXXX XXXX  I received a text from XXXX XXXX asking me to call her. Upon calling her back she said that when she called my cell phone number the phone was answered by was answered by Chase Bank. 
I again called XXXX XXXX and asked them again to check my computer. More tests were run and I was assured everything was clean. 
That evening I worked on my phone and found that someone had put a call forwarding on it to the Chase bank number. 
XX/XX/XXXX XXXX XXXX  I called my Chase representative. XXXX XXXX to ask her what was going on with my account. She informed me that I was compromised and said she could not talk to me and that I had to go to a branch and produce two forms of identification. She later said that she knew that my account was in trouble but was waiting for me to call her. 
I again called XXXX XXXX and they ran further tests and said my computer was clean. 
XXXX went to the XXXX Chase bank branch and produced all of our identification. They confirmed that the account was hacked. XXXX XXXX transfers were made from my XXXX business account to my XXXX account. Then two transfers were made from my XXXX account for {$39000.00} to an XXXX XXXX in XXXX XXXX, Florida and {$43000.00} to a XXXX XXXX in XXXX XXXX Texas. I received no notice that these amounts were being wired from Chase Bank. Usually I get an e-mail from them stating that the transfer is being made. Also I only wire a XXXXXXXX XXXX XXXX company in XXXX and a couple of XXXX accounts for garment bags. Chase closed both bank accounts and proceeded set up new bank accounts and new credit cards. 
I was informed by the bank that the fraud department would take care of the fraud and that I was not to notify the police that they would handle it. 
XX/XX/year> Went to XXXX and had my phone wiped. 
XXXX XXXX called and said that they had brought in additional XXXX specialists. They ran further tests and found that my computer had a bug planted on it when a had checked my Social Security account the week before. They said the bug was very sophisticated and that they only see about 12 a year. 
XX/XX/year> I was called by XXXX XXXX saying that my claims had been denied. She said that the wire came from my home computer which I have used my times on the site and that I had texted the perpetrator a security code. I told her my home computer is my business computer and that we had proven that it was hacked. I told her I had never received a security code from any one and had never texted or e-mailed a security code back to anyone. She basically answered back that it wasnt her problem and that I could call customer service. 
I found on my new bank account that XXXX XXXX and XXXX XXXX XXXX XXXX had been added to my wire transfer accounts. I immediately deleted them from the account. 

XX/XX/year> I got an e-mail supposedly from Chase bank saying that they had denied my fraud claim for {$43000.00}. 

Chase bank has been impossible to work with. My representative has done nothing to help with anything ( including setting up the new accounts, etc ). I cant get a case number from them. I cant get a mangers name to talk to. I cant get to talk to the fraud department. No one was even heard what happened except the manager at the XXXX Chase branch. They will only say to call customer service where you get someone in XXXX and they give you the runaround and keep you on hold for hours.

Company response to consumer: Closed with explanation