Consumer complaint received 2026-03-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I received a call on Friday XX/XX/XXXX at XXXX PST. The caller ID said Chase Bank and the phone number on the caller ID was XXXX. The person on the line was a man, I think his name was XXXX. I bank with Chase so getting a call from Chase is not unusual. He told me that someone had tried to open a new Chase account under my phone number. He asked me to verify my address and phone number and that was it. He said that they closed this fraudulently created account but that I needed to talk with customer support at XXXX. He said the person who tried to open the second bank account with my information was also trying to send my money using XXXX. So he transferred me to another customer service agent. This time it was a woman and I don't remember her name. This is where I got really confused. She had me send " test '' payments using XXXX and XXXX. She said we are going to cancel these transactions after we're done, as they are just for verification. She had me send {$490.00} via XXXX to a person named XXXX XXXX. She said XXXX was the placeholder name and number associated with management. It went through, but then was immediately cancelled by Chase. I received a legitimate email from Chase saying it had been cancelled. After we went through this process, I trusted her to go on to the next steps. Next she had me send two XXXX payments to XXXX XXXX at the number XXXX in order to verify these accounts are mine and then also to secure the accounts. I sent the two test payments in the amounts of {$990.00} and {$840.00}. After sending the XXXX payments she told me that it would take 1-2 hours for them to be cancelled and credited back, after all of this my XXXX and XXXX accounts would now be fully secured. After an hour went by, I knew something was wrong. I called Chase immediately. I was told that money lost to scams cant be recovered. I told the agent the full story of what happened and how Chase had called ME. Someone presented as a representative of one of the largest financial institutions in the world called ME, and they initiated these transactions. Its not like I returned a call from a sketchy phone number. I answered a live call from Chase Bank. The agent advised that I file a claim with XXXX XXXX, see what happens and if I cant be paid back I should file a separate claim with Chase. I filed a claim with XXXX, they denied it because it was a user to user transaction and that I sent it myself. I called Chase back and filed a claim describing the entire story. I was told it would take 3-5 days to investigate. On that same call I was also told that I would receive a temporary credit in the amount I was claiming while the investigation was going on. This gave me some relief so I could at least stay above water while I waited to hear the results of the investigation. I never received this credit and I called multiple times asking why, the answer I kept getting is that it can take 3-5 days for that credit to be issued. Four business days went by and I called the claims department once again on XX/XX/XXXX and it was only then that I was told my claim was denied. They couldnt explain why I never received a temporary credit but it didnt matter because the claim was denied. They told me I had to contact the merchant. I told them there is no merchant, thats the point. I told them how I thought I was working with a Chase agent when I sent those XXXX. That agent said none of those notes were inputted with the original claim, which means six days went by where Chase didnt even have all of the information related to the claim. On this call I was escalated to a different department. I told the whole story again. The agent I spoke to seemed more understanding and totally grasped the situation. Finally I felt heard. However another week went by where I still hadnt received a temporary credit and I hadnt heard from anyone. Ultimately today, on XX/XX/XXXX, I was informed by letter that my claim was denied. The reason for the denial was again the fact that I participated in the scam. As far as I can tell no nuance of the story had been considered. On top of all this while waiting for the claim to be investigated I never received the temporary credit I was told I was get. Ive incurred 12 over draft feed for {$34.00} after being taken for almost XXXX XXXX dollars. I have since called and texted the phone numbers I was scammed by. The XXXX number connects you to a phony customer service line, again, falsely saying they are Chase Bank. I imagine if you continue through the prompts it's another channel for them to take more money. I also texted the numbers for XXXX XXXX. I asked for my money back. They responded saying I needed to send {$100.00} in order to release my funds. It was so upsetting. I didn't send them the {$100.00}. Tomorrow is XX/XX/XXXX and I cant pay my rent. I dont have a lot of money. I had to file for XXXX XXXX last year. I am in the process of getting back on my feet and losing this money has derailed my progress. I was deceived while under the duress of being told, falsely, that my account had been compromised. Why isnt Chase upset that they are being impersonated and deceiving their customers? Why cant they see that my trust in them is why I followed the scammers instructions? I did not initiate this scam, I had no reason not to believe that Chase Bank was calling me, in earnest, to help me protect my account. All the dates I cite in the above complaint can be verified from my call history. I also intend to file a police report.

Company response to consumer: Closed with explanation