{"took":310,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":56,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"12449244","_score":23.952698,"_source":{"product":"Checking or savings account","complaint_what_happened":"JPMorgan Chase Bank -- - Requested online disbursement of funds, and then followed up to verify and authenticate via phone. Funds were not disbursed and were held for no reason after I was told the payment was approved. \n\nI submitted a complaint about this online to Chase on XX/XX/XXXX, and subsequently in-person at a branch. I even spoke to the Branch Manager, XXXX XXXX. \nThe complaint confirmation number I received was : XXXX. \n\nOn Mon, XX/XX/XXXX, I entered a wire request for a domestic funds disbursement to a domestic company for the account I have held with Chase for XXXX  years. By Weds, I did not have confirmation of that request, so I called Chase. I was transferred to the Fraud Dept., where I answered a series of XXXX questions. They told me the wire was then approved. \n\nBy XXXX, XX/XX/XXXX I still didn't have confirmation that the wire would be sent. I called and it was still pending. I then asked the Chase payments group to CANCEL the wire, because I had to make the payment and it was \" stuck '' in Chase 's process. XXXX minutes later, I was transferred to XXXX different people, who finally said they would submit it for cancellation. \n\nI then received a notification saying that my wire \" failed '' the \" fraud clearance process ''. THIS IS NOT ACCURATE, and needs to be corrected on my account. That payment was supposedly approved in the system, per a recorded phone call, as recorded in my accounts following the appropriate review. \n\nThe payments and transfers department is covering their tracks for errors they make. They failed to process the wire approval in a timely manner, after it had cleared the security process. It needs to be correctly reflected on my account. I've been a chase customer for over 30 years, and I've never seen anything like this.","date_sent_to_company":"2025-03-12T14:52:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33141","tags":null,"has_narrative":true,"complaint_id":"12449244","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-03-12T14:40:45.000Z","state":"FL","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["On Mon, XX/XX/XXXX, I entered a <em>wire</em> request for a domestic funds disbursement to a domestic company for the account I have held with Chase for XXXX  years. By Weds, I did not have confirmation of that request, so I <em>called</em> Chase. I was transferred to the Fraud Dept., where I answered a series of XXXX <em>questions</em>. They told me the <em>wire</em> was then approved. \n\nBy XXXX, XX/XX/XXXX I still didn't have confirmation that the <em>wire</em> would be sent. I <em>called</em> and it was still pending."]},"sort":[23.952698,"12449244"]},{"_index":"complaint-public-v1","_id":"9635263","_score":23.88991,"_source":{"product":"Checking or savings account","complaint_what_happened":"- Me and my fiance ( XXXX XXXX XXXX ) have a checking account with Citi Bank since XX/XX/XXXX. We choose to put our direct deposits and finance in this bank. \n\n- On XX/XX/XXXX, I requested an international wire transfer from my Citibank checking account to my new employer, which is based in the XXXX. The wire amount was approximately {$20000.00} USD to purchase company shares. \n\n- On XX/XX/XXXX, Citi 's security department called me to ask follow up questions about the wire transfer and at the end of the call, Citi 's representative said that all of my answers were satisfactory and that the bank would be completing my wire transfer shortly. \n\n- On Monday, XX/XX/XXXX with no forewarning and no communication ( no email, no phone call, no notification via text message or the Citi app ), Citi canceled the wire transfer and blocked my checking account. Later that day, I called the Citi security department and they said that the only way to unblock my account was to wait for a verification code to be sent via a letter. They said that the letter would arrive in XXXX business days. \n\n- I have contacted the bank multiple times over phone expressing my frustration and asking for alternatives. No option was provided, and when requested to escalate the issue the agent hangs up on me. \n\n- It's now been 15+ business days ( today is Saturday, XX/XX/XXXX ) and the letter has not arrived. I've called Citi more than ten times, and each time they say that I must wait for the letter and that there are no alternative ways to unblock my checking account without the code from this letter which never arrived. \n\n- At this point, the bank is essentially holding my money XXXX and I'm unable to access the $ XXXX USD in my checking account. This has caused me immense financial distress and embarrassment with my new employer, because it's made it impossible to complete the wire transfer which was to purchase company stock. \n\n- Aside from providing no alternatives to access my money after their antiquated process failed, Citi 's customer service staff have also intentionally hung up on me mid-sentence on multiple occasions. The whole situation is totally ridiculous- blocking my account after verbally confirming that the wire transfer would be completed, blocking my account for 5-7 business days to wait for a paper letter, offering no alternative solutions when the letter did not arrive, and treating me in a very unprofessional manner over the phone.","date_sent_to_company":"2024-07-27T19:54:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"22201","tags":null,"has_narrative":true,"complaint_id":"9635263","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-27T19:20:37.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["- On XX/XX/XXXX, I requested an international <em>wire</em> transfer from my Citibank checking account to my new employer, which is based in the XXXX. The <em>wire</em> amount was approximately {$20000.00} USD to purchase company shares. \n\n- On XX/XX/XXXX, Citi 's <em>security</em> <em>department</em> <em>called</em> me to ask <em>follow</em> up <em>questions</em> <em>about</em> the <em>wire</em> transfer and at the end of the <em>call</em>, Citi 's representative said that all of my answers were satisfactory and that the bank would be completing my <em>wire</em> transfer shortly."]},"sort":[23.88991,"9635263"]},{"_index":"complaint-public-v1","_id":"6876180","_score":22.713226,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/, at XXXXXXXX XXXX  Imposter who identified as a Well Fargo Fraud Department employee was calling from a number, I saved in my phone contact XXXX ( XXXX ) XXXX. Imposter reference to the reason of the call is regarding two suspicious credit card purchases was being made in XXXX and an online wire transfer was setup in my bank account ( I have never heard of an Online Wire Transfer options in my account ). She advised will sent an Advanced Access code text message to verify my identity as well giving her permission to use the security code access to my bank account. At the same time that I've tried logging into my Wells Fargo online banking account, but I wasn't able to login to my account. Therefore, I've reset my online banking password on my personal computer without her notice until I couldn't login to my account with my new password. Then, I asked her why I couldn't access to my online banking account with my new password. The imposter said due to the suspicious activities in my account and your account was being locked. She tried to provide a temporary password and I refused to use it because I reset my password again. During our conversation, I asked her why I havent received any security alerts and she said because my online wire transfer alert wasn't setup. The she provided me with a number to dialed and I heard the recording said your online wire transfer alert has been activated. Later that evening, I found out my calls was being forwarded to the imposter. \nFinally, I was able to login to my account with my new password. Then I followed her instructions how to send the money back to her so she can reverse it. Her instruction was select the Online Wire Transfer column, enter {$19000.00} USD and send. Therefore, I did exactly what the imposter instructed me to do. After that, she asked to speak with my spouse reasons because this is a joint account. Imposter put me on hold and call my spouse on her mobile #. Shortly after my call was disconnected and she was on the phone with my spouse requesting her the advanced access code. While my spouse was on the phone, I asked my spouse do not hang up the phone because she didn't give the case/claim # before the call is disconnected. Suddenly, my spouse 's call is being disconnected as well. We waited 10 minutes, and my wife pressed the same phone number which the imposter is calling from. The call went to Wells Fargo Fraud department which the number is legit. This is our very first time we've contacted the Wells Fargo Fraud Department spoke with the real Wells Fargo representative at XXXX from my spouse 's mobile phone. The real fraud department representative said our account was already being locked due to a pending online wire transfer case was being filed. He asked, \" did we setup the online wire transfer '', and I referenced to a call from your fraud department at XXXX regarding the ID Theft and an online wire transfer fraud. and I told the real fraud department representative I was instructed by the imposter to send the suspicious the Online Wire Transfer to her so she can reverse it. That time, I'm realized we were being scammed and I told the fraud department representative do not release the transfer because we didn't intent to send it. He advised that we must go to the Wells Fargo branch to show any prove of our identity and he couldn't disclose any information with us. Then we left immediately to the nearest Wells Fargo branch in our town. After we met the manager, we were being questioning about did we receive call from Online Fraud department, do we have relatives in Florida, do we know the name of the person. Wells Fargo branch manager/banker have never disclosed to us any information but initiated a new checking and saving accounts. The banker said will take 10 days for the investigation. After I spent 4 days to update all my other account 's password and making sure the security alerts were setup correctly. Finally, I have time to go through all the email alerts in my account. Apparently, they took over my online banking account, changed my password, enrolled the online wire transfer, added two recipients and setup the online wire transfer from two of my credit card accounts total of {$16000.00} USD and {$2900.00} USD from my checking account. On XXXX XXXX XXXX I scheduled an appointment meeting with the Wells Fargo banker to find out what exactly going because Wells Fargo didn't disclose any information, they have not told us about the money was being transfer from 2 of my credit cards and cash was being transferred as part of the Online Wire Transfer. The Wells Fargo banker found out at the same time we called to the Fraud department on XX/XX/2023, at XXXXXXXX XXXX The fraud department called the number that was being forwarded to the imposter, and the last person who had control of my fund is the representative from Wells Fargo who released the transfer base on some questions they asked. I asked the banker what kind of questions you guys are asking but she didn't know, and I wouldn't be able to find out. Also, I said why the fraud department didn't request the imposter to show the prove of identity at the branch like us. \nLong story short, Wells Fargo have not taken any of our statement, each time they referred someone will contact us in 24-48 hours. Until today Wells Fargo fraud department representative had never contacted us but only received two claim denial letters, two claim denial emails from Wells Fargo bank regarding to no evidence found for the online fraud. That's the reason I contacted the Office of the Attorney General Identity Theft Program for advice. Also, led me to this complaint I filed today. \nI have all the call logs, test message, security email massage alerts and notes from the banker are documented so is my credit report checked found no breach or leaks of my Wells Fargo username. I have scanned every single device and found no virus, malware, or spyware either. Police report was filed yesterday per the Office of the Attorneys General recommendations because Wells Fargo said it wasn't required. On XX/XX/2023, I did file the XXXX and FTC reports because that what I researched online. \nThe police report was filed on XX/XX/2023, at XXXX. Police report case # XXXX.","date_sent_to_company":"2023-04-22T21:28:49.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"20832","tags":null,"has_narrative":true,"complaint_id":"6876180","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-04-22T21:12:44.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The Wells Fargo banker found out at the same time we <em>called</em> to the Fraud <em>department</em> on XX/XX/2023, at XXXXXXXX XXXX The fraud <em>department</em> <em>called</em> the number that was being forwarded to the imposter, and the last person who had control of my fund is the representative from Wells Fargo who released the transfer base on some <em>questions</em> they asked. I asked the banker what kind of <em>questions</em> you guys are asking but she didn't know, and I wouldn't be able to find out."]},"sort":[22.713226,"6876180"]},{"_index":"complaint-public-v1","_id":"17923055","_score":22.465118,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX at XXXX hrs I got a text message from ( XXXX ) XXXX I received a text message stating Chase Bank : did you attempt to make a purchase for {$170.00} at XXXX  with your debt card on XX/XX/XXXX. Reply with YES/NO/HELP. Msg & data rates may apply. To opt out, reply STOP.\n\nI replied with No and received another text message one minute later from the same number stating I would receive a call from a representative. That representative called from ( XXXX ) XXXX and stated he was a representative from Chase fraud department. He asked if I made the initial transaction at XXXX and I said no. He they stated he would get the charges reversed, but stated he saw some wire activity for the amount of {$9300.00} requested by a XXXX XXXX in XXXX, Az and asked if I recognized or made that transaction. When I said I didnt he informed me that we would need to undergo a wire reversal. He instructed me to move {$7000.00} from my savings account to my checking account and then to wire {$9300.00} from my checking to a different account number with my name on it, tied to XXXX XXXX. After this was complete he stated he noted some similar fraudulent activity from a XXXX XXXX account with my name on it and instructed me to wire {$9700.00} from my wifes and my joint savings account to a different account that had my name on it, which was a Chase account. It was not an account I was familiar with and did not set up a different account with Chase or XXXX XXXX. I called my wife during this time and told her about what was going on and she went to XXXX XXXX to speak with the branch banker about 10 minutes after the transfer happened. A claim was then filed with XXXX XXXX. \nI went to a local Chase branch and spoke with a banker there regarding the events within 30 minutes of the transfer. He created a claim with the assistance of the claim department, whom he called in my presence. We were then asked to continue to follow up with the claims departments. I was told not to change my account information until the claim was settled and after the money was returned. The wire transfer was in pending status for several hours after the conversation with XXXX XXXX and Chase.\n\nI got a letter sent to my mobile banking app on XX/XX/XXXX stating that the claim was settled and the money would not be reimbursed. It also stated if I believed it was fraud I should change my account information. I called the fraud department this morning, XX/XX/XXXX, to discuss this. I first spoke with XXXX, then with XXXX who ultimately stated there is a joint responsibility to ensure the security of the accounts but there is nothing else that could be done.\n\nWe returned to the Chase branch this morning to get more information and the banker I spoke with, XXXX, called the fraud department in my presence also. Per their conversation they did not have a record of the claims correspondence letter ( stating the issue was settled and the account wouldnt be reimbursed ) being sent. A new claim was filed today.\n\nThroughout this process there was a lack of concern for the protection of the customer and the response I had received from the Chase fraud department was entirely dismissive. This is not a small sum of money and they didnt seem to care or ask other questions, or have a desire to take steps to protect its customers, but made it seem like it was my fault that someone pretending to be them had intimate knowledge of their system and was able to steal money without raising suspicion","date_sent_to_company":"2025-11-28T20:32:17.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"83605","tags":"Servicemember","has_narrative":true,"complaint_id":"17923055","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-28T19:58:35.000Z","state":"ID","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> my wife during this time and told her <em>about</em> what was going on and she went to XXXX XXXX to speak with the branch banker <em>about</em> 10 minutes after the transfer happened. A claim was then filed with XXXX XXXX. \nI went to a local Chase branch and spoke with a banker there regarding the events within 30 minutes of the transfer. He created a claim with the assistance of the claim <em>department</em>, whom he <em>called</em> in my presence. We were then asked to continue to <em>follow</em> up with the claims <em>departments</em>."]},"sort":[22.465118,"17923055"]},{"_index":"complaint-public-v1","_id":"4020223","_score":21.260056,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/18 at about XXXX. I attempted to send {$130.00} from my Navy Federal Credit Union checking account to an individual located in the XXXX XXXX electronically. \n\nAfter verifying my identity to two different individuals, bank personnel in the wire transfer department started asking me a bunch of personal questions about what the money was for and how I had met the person. While I realize there are a bunch of online schemes out there ( romance, get rich quick ) and could understand a bank employee being required to inform me about them, to mandating that I disclose personal details about my relationship with anyone is a violation of my privacy and an overreach of their authority. \n\nAfter reluctantly answering her questions. She requested to send me a confirmation code via phone. I requested this to be done by email, just like I have done ever since two party verification was mandated by the bank. I was informed that it had to be done via phone for some undisclosed reason. Again if I can use this method for my everyday banking needs and to send unlimited moneys from my account to anyone I want, why is it that I have to do anything via phone for a wire transfer. After reluctantly providing this information to the banker and verifying the code I was then informed that she could not perform the transfer for me and that I had to follow the very same procedure that doing this phone verification procedure was supposed to avoid. She stated I had to file a written request first electronically and the someone would contact me about it via phone. \n\nAs I'm sure that your agency is aware of, telemarketing and phone scams are the number one threat to consumer privacy and financial security in this country. Myself and many like me combat this by not giving anyone, anymore information than they need to accomplish their job. This would also include phone numbers. Every company out there will tell you they don't sell phone numbers and they won't market to you. Then they call you under the vise of some other XXXX or give it to one of the dozens of their affiliates so they can can hound you. The simple fact of the matter is the more people/companies you give your phone number to the more scammers and marketers will call you and the more likely your are to become a victim of fraud or ID theft.","date_sent_to_company":"2020-12-18T19:55:12.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"338XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4020223","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2020-12-18T18:58:13.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/18 at <em>about</em> XXXX. I attempted to send {$130.00} from my Navy Federal Credit Union checking account to an individual located in the XXXX XXXX electronically. \n\nAfter verifying my identity to two different individuals, bank personnel in the <em>wire</em> transfer <em>department</em> started asking me a bunch of personal <em>questions</em> <em>about</em> what the money was for and how I had met the person."]},"sort":[21.260056,"4020223"]},{"_index":"complaint-public-v1","_id":"3383181","_score":20.964287,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2019 SunTrust informed CFPB for I to fill out the Hold Harmless letter and email the scan copy to XXXX. \nOn XX/XX/2019 The Hold Harmless department refused to accept the Hold Harmless letter from me because I am not from the bank. I responded with the copy and paste from SunTrust CFPB response. The Hold Harmless department responded for me to contact the individual from SunTrust, and to have it notarized. The representative from SunTrust informed me to contact the Hold Harmless department. Please this run around is not fair and false from what was told to CFPB and I need my money back. \nXX/XX/2019 XXXX XXXX ( XXXX ) XXXX Company 's Response We have received and reviewed your correspondences forwarded to us from the CFPB regarding a {$1600.00} wire transferred into a SunTrust account. I am sorry to learn that you were the victim of an apparent scam and understand how a situation like this can be frustrating. I appreciate the opportunity to respond. Our review of the facts related to this matter indicates that on XX/XX/2019, the funds were properly credited to the SunTrust Bank account according to the wire instructions we received from XXXX XXXX XXXX XXXX, XXXX. Typically when non-clients contact us about fraudulent activity involving accounts at SunTrust, we direct those individuals to contact their bank to file fraud claims for the transactions they question. It would be up to that bank to initiate any claim on their clients behalf and submit it via email to XXXX ; the matter would then be handled between the two banks. The claims are investigated by our Fraud Division, and we will contact the banks that submitted the claims with our findings. For this reason, individuals will need to contact their banks directly regarding their claims. We do, of course, cooperate with any law enforcement investigations concerning fraud claims. SunTrust acts in accordance with all State and Federal laws and regulations and denies the allegations of wrongdoing. We have no record of receiving a Hold Harmless claim regarding this matter from XXXX XXXX XXXX XXXX, XXXX. Because you have stated that they refuse to submit a Hold Harmless claim on your behalf, I am enclosing the required form so that you may complete the form and return it to the email address noted above. Ms. XXXX, I understand this is not the resolution you are seeking from SunTrust, and I do hope that law enforcement is able to resolve this for you. If you have additional questions, please contact your financial institution for further assistance. \n\nXXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Resident Agent XXXX  XXXX   XXXX XXXX XXXX XXXX XXXX , MD XXXX SunTrust phone # XXXX ( XXXX ) XXXX SunTrust Banks Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX  XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX as Janets number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. \n\nXX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit SUNTRUST ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX  XXXX  XXXX XXXX XXXX md XXXX. \nI wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. \nOn XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. \nOn XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX  XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed SunTrust of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. \nOn XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at SunTrust I had a police report number, the representative said they can only accept it from the police department and/or XXXX. \nXX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that SunTrust doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. SunTrust representative said they will need a Hold Harmless letter from XXXX. \nXX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that SunTrust is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because SunTrust is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 I called XXXX wire department to inform them that I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to SunTrust, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( SunTrust ). She reports that SunTrust closed their accounts. I reported the incident to the FBI. \nI had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email SunTrust to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. \nXX/XX/2019-XX/XX/2019 XXXX XXXX weekend all offices were closed. \nXX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return XXXX hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. \nXX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to SunTrust bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. \nXX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call SunTrust in tears. I was transferred to SunTrust wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from SunTrust told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like SunTrust doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at SunTrust for XXXX XXXX was still open and the funds are still there. \nXX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to SunTrust requesting the money to be returned without a Hold Harmless Letter. I talked to SunTrust they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. \nXX/XX/2019 at XXXX XXXX from XXXX Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to SunTrust. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states SunTrust is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from SunTrust regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called SunTrust wire department and talked to XXXX. She said since Im not a SunTrust client she cant take any information from me. \nXX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to SunTrust XX/XX/2019 at XXXX. She said that SunTrust replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from SunTrust Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. \nMy complaint with SunTrust is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use SunTrust as a means to commit fraud. \nMy complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to SunTrust because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. \n\nThank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX","date_sent_to_company":"2019-09-23T19:10:41.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91744","tags":null,"has_narrative":true,"complaint_id":"3383181","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2019-09-23T18:34:34.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had a missed <em>call</em> at XXXX, ( which is outside normal business hours ). I <em>called</em> back the number, which was the same as the XXXX <em>wire</em> <em>department</em>. I <em>called</em> back XXXX <em>wire</em> <em>department</em>. The representative said that was nothing he can do to help me connect with the investigator that tried to <em>call</em> me. I requested to be transferred to XXXX. XXXX said he will email them <em>about</em> calling me back within normal business hours."]},"sort":[20.964287,"3383181"]},{"_index":"complaint-public-v1","_id":"4023042","_score":20.933178,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citibank was offering a higher interest rate. So I took funds out of XXXX account and a cit. account. Transford 3 different amounts XXXX for XXXX XXXX for XXXX XXXX XXXX. Citibank lowered there interest rate. My problem is after having contact with many customer service people, it was so bad that I was concered that I got my self into a scam. I have a police report showing that I am truthful regarding that I. Looked up Citibank reviews and I am not alone on my feelings regarding this bank. This is a one month old account. I was so concered that I tried to transfer money out of the Citybank account back to XXXX. I called and they said you can only due XXXX a day and not over XXXX a month Every amount I put in was over there transfer daily amount which is now XXXX a day. I called back an talked to another customer service person if there was another way just cancel this account. and transfer my money back to XXXX He explained how to get on Citibanks site to do a wire transfer. I paid for my transfer on XX/XX/XXXX my transfer was for XXXX The next 3 days turned into a living XXXX. After many calls and hang ups I was told that they blocked my account I have no access to my money and no access to the computer site. After 3 days worth of calls and hang ups. I went to XXXX bank to ask if they could help in any way, they suggested that I file a police report. After more calls and hang ups I did go to the XXXX Police Department XXXX XXXX XXXX XXXX Ohio XXXX phone XXXX Fax XXXX I talked to Officer XXXX XXXX report num. XXXX. He and I were on the phone with Citibank for 2 hours calls and hang ups. Officer XXXX started getting concerned about this being a scam followed me back to my apartment because he wanted to see the Debit card and my paper work. More calls and hang ups. Towards the end of this call they told Officer XXXX that my transfer would go through in a few days. After all this I called about my wire transfer again on Sunday the XXXX because I was still very concerned. Talked to another customer service person that proceeded to ask me question after question which I was able to answer. They canceled my transfer. ; He put me on hold and when he came back he said I got one of the questions wrong so my account is still closed would not let me ask him any more about my account and he hung up. This may not even matter I am a senior on social security and small pension. This week I have not slept and I feel shaken inside. This is all all the savings I have.","date_sent_to_company":"2020-12-21T07:07:18.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"45420","tags":"Older American","has_narrative":true,"complaint_id":"4023042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-12-21T00:11:27.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["He and I were on the phone with Citibank for 2 hours <em>calls</em> and hang ups. Officer XXXX started getting concerned <em>about</em> this being a scam <em>followed</em> me back to my apartment because he wanted to see the Debit card and my paper work. More <em>calls</em> and hang ups. Towards the end of this <em>call</em> they told Officer XXXX that my transfer would go through in a few days. After all this I <em>called</em> <em>about</em> my <em>wire</em> transfer again on Sunday the XXXX because I was still very concerned."]},"sort":[20.933178,"4023042"]},{"_index":"complaint-public-v1","_id":"5502410","_score":20.80509,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing regarding a Scam/Fraud event of XX/XX/2022. \n\nI received a text message the morning of XX/XX/2022 stating that a check had been flagged for about XXXX, which I did not write. I called the number in the text and was greeted by a man from CHASE. He asked for the case number, identified the amount and the person to whom the check had been written, then told me someone would be calling me immediately from CHASE fraud alerts. The gentleman called me back on the CHASE number, and explained my account had been compromised and that I would have to transfer money over to a new account. He also arranged for a new debit card to be sent to my place of work. I had requested that he sent there, as I was traveling in less than 48 hours. ( Again, he called from the CHASE XXXX number, told me my account number, so I did not question he was from CHASE. I did as I was told. ) He had me on the phone for approximately two hours. He told me he would call me back later that day to continue the transfer, that it had to be done in increments. This made sense to me, because of the alert on the CHASE website regarding limits on transfers. He also told me not to tell anyone about this, as it was between me, him and the feds. \n\nI called CHASE about an hour after the fraudulent call, concerned that this might not have been legitimate. I was told by the CHASE representative that it was not legitimate. I then proceeded to file a wire fraud report. While processing this, I was disconnected from the representative ( her voice cut out for a minute or two ) and eventually a recorded CHASE survey came on. I called back, and the new representative told me that I would have to change all the details on my online account. I did so, and then she sent me over to wire fraud alerts. There, I was told that the alert had been submitted, but that she could not give me the case number. I was a bit concerned about this, and called back later to obtain it, and I eventually did so after about three calls. The gentleman in questionthe scammerdid call me back at XXXX XXXX  as he said he would. I did not answer. He called me back a number of times after that, all on the same CHASE number. I ignored his calls. At one point, I did call Chase to see if they could patch into the car, in case he called again, but was told if that was a police procedure. I did not have time to file a police report, as I was leaving on a trip. \n\nOne thing I was not ask for when I originally recorded the fraud to CHASE, and that I then provided a week later, including the original phone number that I was asked to call when the check-alert text came in. \n\nHere is the original text message from the scammer : Here is the original message that led to the scam : CHASE : your check of {$1400.00} to XXXX XXXX has been flagged for security reasons please call us on XXXX or visit your nearest branch. Ref : XXXX I have since communicated with CHASE Bank over their \" secure message center. '' All I have received thus far are assurances that my message has been received. I have not received any updates on the status of the case. Today, I noticed one of CHASE 's messages to me ended with the following statement : \" You are now able to send a wire transfer to XXXX XXXX. '' \" XXXX XXXX '' was the person to whom I was instructed to send the original wire transfer of XXXX. Therefore I was quite alarmed at the inclusion of this passage at the end of the secure message. \n\nTo this end, I called a number provided in the secure message center in an attempt to speak to a representative live. After being transferred to three different representatives, over XXXX minutes, I was told I could only communicate with CHASE 's Wire Fraud Department \" through the Secure Message Center, or with a banker. '' Again, I have received no specific updates from the aforementioned Wire Fraud Department. I have only received what seem like standardized replies followed by a disclaimer that this may not be resolved. \n\nFinally, as mentioned previously, when I reported the fraud to CHASE, I was taken through a process of creating a verbal password that I was assured would be requested in all interactions with CHASE. At no point in any of my multiple conversations today was this password requested. \n\nThis is nearly a quarter of my savings. I certainly hope this can be resolved and the amount of the wire fraud returned to me. \n\nThank you so much for your attention and assistance.","date_sent_to_company":"2022-04-26T18:17:00.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"10036","tags":null,"has_narrative":true,"complaint_id":"5502410","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-04-26T16:48:46.000Z","state":"NY","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["After being transferred to three different representatives, over XXXX minutes, I was told I could only communicate with CHASE 's <em>Wire</em> Fraud <em>Department</em> \" through the Secure Message Center, or with a banker. '' Again, I have received no specific updates from the aforementioned <em>Wire</em> Fraud <em>Department</em>. I have only received what seem like standardized replies <em>followed</em> by a disclaimer that this may not be resolved."]},"sort":[20.80509,"5502410"]},{"_index":"complaint-public-v1","_id":"20068768","_score":20.638344,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/year> XXXX I got a text stating, \" Wells Fargo Fraud Alerts : Did you attempt a wire transfer for the amount of {$9000.00}? Reply ( YES ) Authorize ( NO ) Fraud. One of our agents will contact you shortly. Msg & data rates may apply. '' I sent, \" NO '' immediately. In response, I got a text back saying, \" Wells Fargo Fraud Alerts : Thank you for your response. An agent will contact you shortly. Msg & data rates may apply. '' The text number was from XXXX. \n\nXX/XX/year> XXXX I got a call from XXXX ( The wells fargo Service line written on the back of my debit card ). The person on the line was a male, no accent that I recall, spoke proper fluent English, sounded middle-aged, and introduced himself as XXXX XXXX XXXX a Wells Fargo representative calling me in response to fraud activity that was occurring with my account. He offerred his employee ID #, stated he worked at a branch in XXXX, etc. Our calls also started with the usual XXXX prompt saying, \" Your call may be monitored or recorded for quality assurance ... '' He stated a \" XXXX XXXX '' from XXXX was trying to wire {$9000.00} out of my account. I said I was not seeing any of that activity on my end. He said that is because he is attempting to stop the wire. He stated, \" Wire transfers are not FDIC insured, so it needs to be stopped immediately. '' He instructed me to log in and move all of my money into another account so the \" AI scammer, XXXX XXXX, '' could not access it while he ( the actual scammer & Wells Fargo impersonator ) was trying to freeze my accounts/put it in a \" Level 3 hold. '' He used many of the prompts and protocols that Wells Fargo employees have used with me. \n\nI asked, \" Why can't you just cancel the wire right now? I did not initiate it or authorize it. '' He stated, \" That is not how wire transfers work, but I am here to help you. We have to create a new account for you to put your money in since yours is compromised. '' I was in the middle of a stressful situation, which he absolutely took advantage of. \n\nI said it's not a good time to talk. He said, \" I don't want you to lose your money, this won't take long to fix. '' I followed his prompts while trying to get into the airport to tag luggage and go through security. He gave me two \" claim numbers '' for the money he ( very forcefully ) instructed me to wire to my \" new account '' that he created. ( Claim # XXXX XXXX and XXXX ). He was sending out the normal Wells Fargo Security codes that I receive when signing in or transferring money, etc. He said the scammer had already wired two transfers out of my account that he was fixing, and my assets would be frozen while we were flying. \n\nWe spoke again at XXXX on the phone so he could resolve \" the breach in my account, and unauthorized wire transfers. '' However, it was very noisy, and he stated, \" There are alot of people around you, you have not authorized third parties to have this information. '' He scheduled a call for another time for us to continue working on the issue after I landed and was in a quieter location. He stated, \" We will contact you then. Make sure you are alone, for investigative purposes and security measures. '' XX/XX/year> XXXX XXXX- He sent a text saying, \" Balance on online account for claims will be updated by tomorrow morning. We will contact you directly between XXXX XXXX. '' He also told me I could go to my nearest Wells Fargo branch to follow up on this, in order to foster a sense of trust, but knowing I was unable to. \n\nXX/XX/year> XXXX He called, again stated he is the Wells Fargo representative assigned to my case. He instructed me step by step how to perform transfers to cancel out the scammer 's wire transfers. I don't ever wire money, so I didn't know better. I asked alot of questions, and he answered all of them. I added alot of security parameters to my account, so the wires ( for {$7000.00} & XXXX he wanted me to perform wouldn't go through since I was not in a \" familiar place '' ). I stated this was creating so much stress and turmoil, and if was accounts were frozen, it shouldn't be imminent to do all of this on the phone while on vacation. He set up a time to call when I returned home. \n\nHe called on XX/XX/year> at XXXX when I was home and said another transfer had been made and needed to be cancelled out. I asked a lot of questions, and he got irritated. ( He tried two back to back transfers at this time- {$8000.00} and {$12000.00} again ). {$8000.00} went through, but the second transfer had to be spaced out by an hour, per the Wells Fargo impersonator. \n\nXXXX He called back, I didn't answer. I thought it was very odd he did not leave a voicemail. He started repeatedly calling from XXXX ( XXXX ), XXXX ( XXXX ), and texting from XXXX. I also received many emails from him afterward, from XXXX, stating XXXX XXXX XXXX XXXX my wires. I immediately called my bank and reported the whole situation. They transferred me around to many, many different departments. Only one person asked any true details. I kept getting different numbers to call back to for details. \n\nWithin two days, a Wells Fargo executive called me. I requested their direct line so I could call them back myself, as I have lost a lot of trust with Wells Fargo after dealing with an impersonator lying to me for a week. They seemed annoyed, but stated I could call them. I was unable to get back on the line with that same executive. He never attempted to call me back, either. I was then transferred to about ten different departments, no one knew what was going on, they couldn't figure out the situation from the claim numbers I was given, and someone finally told me, \" All your claims have been denied. You will receive a letter in the mail. '' I began crying and expressed that this was incredibly stressful, as it was half of my life savings that was stolen from me. I stated I have been going through a divorce, need that money for a down payment, and to live as a single mother. They finally filed a \" complaint '' on my behalf and stated they will get back to me. I have not heard from anyone since. \n\nThe wires were placed in my name to go to me, with my address. He was able to change the recipient of the wires to XXXX XXXX and possibly XXXX XXXX XXXX. The impersonator 's name on the phone was XXXX XXXX.","date_sent_to_company":"2026-03-07T19:23:24.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"762XX","tags":"Servicemember","has_narrative":true,"complaint_id":"20068768","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-07T18:00:28.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["He instructed me step by step how to perform transfers to cancel out the scammer 's <em>wire</em> transfers. I don't ever <em>wire</em> money, so I didn't know better. I asked alot of <em>questions</em>, and he answered all of them. I added alot of <em>security</em> parameters to my account, so the <em>wires</em> ( for {$7000.00} & XXXX he wanted me to perform wouldn't go through since I was not in a \" familiar place '' )."]},"sort":[20.638344,"20068768"]},{"_index":"complaint-public-v1","_id":"6712049","_score":20.62835,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the morning of XX/XX/XXXX at XXXX XXXX  XXXX, I received a text message from the number XXXX that stated \" Chase Bank alert - Did You Attempt to make a payment in the Amount of {$3500.00}? Reply YES or 1 to authorize ; Reply NO or 2 To Decline transaction. '' I responded NO and received the response \" Thank you for confirmation transaction declined case ID # XXXX. '' As I was contacting Chase Bank at XXXX XXXX, I received an incoming phone call from the same number at XXXX XXXX  I was calling for customer service ( XXXX ) so I answered. The gentleman # 1 said his name was XXXX and that he needed to verify my Chase account because there were wire transfers by XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. I told him I did not authorized any of the transfers. He verified my information, and even had an OTP code sent to my phone so we could talk further about my account. He also asked for my address and birthdate ( which is what Chase generally asks for to verify my account when I bank over the phone. ) From there, he alerted me my savings account was compromised and recommended that I transfer all my savings into my checking account. I told him I was not sure this was a valid call and asked to be transferred to a supervisor. He said he would transfer me to a supervisor at we got disconnected, so I called the Chase customer service number back at XXXX XXXX, only to receive a phone call from that same number at XXXX XXXX. I was connected with gentleman # XXXX, at which point I said I'd like to call back to Chase. He said this is an urgent matter and we need to work quickly as these transfers are scheduled to go through within the next 10 minutes. He walked me through what he explained was a reversal by processing a Wire Transfer and typing REVERSAL into the message field. I sent the first one to XXXX XXXX  in XXXX, AL at approximately XXXX XXXX  for {$3500.00}. He said typing reversal is so that the fraud department can flag the wire transfer and stop it from going through. As soon as I hit send, at XXXX XXXX, I received a call from XXXX. I put the first person on hold and answered the call, ( which I believe was the actual Chase bank calling to verify the funds transfer ). I told him I was already talking to someone from Chase about reversing the wire transfers and he told me to go ahead and hang up with gentleman # XXXX and to talk to him instead. I went back over to gentleman # XXXX and he told me that this was a known scamming number and to give him the number that was calling me. I believe gentleman # XXXX ( or possibly someone else ) then contacted my bank and posed as me to validate the wire transfer. ( I was given confirmation of this later by Chase bank ). He said he needed to transfer me to another gentleman with higher authorization because a wire transfer for over {$10000.00} was coming through. Gentleman # XXXX worked quickly to give me more information and instruction on processing what I thought was another reversal to another bank ( XXXX XXXX  in XXXX, FL ). I received another call from the XXXX number but ignored it as they'd let me know this was a scamming number. I NEVER AUTHORIZED ANY OF THE TRANSACTIONS THAT CAME THROUGH. The gentlemen that I was speaking to contacted Chase to verify and approve the transactions. He walked me through 2 more transactions, one for {$13000.00} and one for {$4500.00} before transferring me to another gentleman. ( With every transfer, each person I spoke to, I could hear what sounded like a chirping smoke detector in the background. ) This next guy said he needed to verify my account so asked me to enter my debit card number, expiration date and CVV. I said I didn't feel comfortable saying it so he had me enter it into the IVR. That didn't register for him so he \" reset his IVR '' and asked that I enter my debit card number and pin. He then said I needed to enter my existing credit card number that I had with Chase and I said I didn't think I needed to do that. I asked if maybe I should cancel both debit cards for me and my husband and get new ones. He read me the exact same disclosure about getting a new debit card that I have received from Chase, confirmed my mailing address and said I would get them in 24-48 hours. He also said he would like to follow up on XX/XX/XXXX with a phone call at XXXX to verify that the funds have returned to my account. I said that was okay and we ended the call at XXXX XXXX. \nI immediately called Chase back at XXXX and spoke to a customer service representative, letting them know that I was just scammed and that I needed them to check to see if the wire transfers showing as pending on my account were being reversed. I was told that they were initiated and were not reversed and that no one from Chase called me except to get authorization for the charges. This rep confirmed that they did receive a call from me to confirm the charges ( which is NOT a call that I made at all, and is why I believe the scammers used my information to call and approve the wire transfers. ) I told her it was imperative that these wire transfers get canceled or recalled and that I needed to escalate this immediately. While I was on the phone, attempting to recall the wire transfers, I received FOUR emails from Chase stating that my wire transfers were sent, as requested ( received at XXXX for transaction # XXXX, at XXXX for transaction # XXXX, at XXXX for transaction # XXXX, and at XXXX for transaction # XXXX. ) I was then put me on hold to prepare to transfer me and at XXXX, I received another text message from XXXX that stated Chase bank Alert A debit card pre-authorization hold of {$250.00} was added to account ****. Reply YES If valid, Fraud Reply NO, ; I did not respond to this text message. I was then transferred me someone else who verified my account and again told me that I initiated the wire transfers. I explained that I did, thinking that I was speaking to an actual Chase Bank representative but that I needed them to immediately recall ALL FOUR of those wire transfers. He said that he was filing a claim for a wire recall. I ended that call at XXXX XXXX. One hour later, not sure of what the resolution was going to be, I contacted Chase customer service again and got instruction that I needed to send a secure message through my online portal in order to initiate a wire recall and that no wire recall notes existed in my account at that point. Frustrated, I asked to speak to a supervisor who again told me that I initiated the wires so it is not considered fraud but that I will just have to wait 1 to 2 days to hear if they were successful in recalling the wire transfers. I have spoken to a total of 9 representatives at different departments by the end of XX/XX/XXXX, including one Virtual Banking Assistant named XXXX XXXX and none of them could give me a definitive answer as to whether this was being handled, if someone was working on it, or if there were any additional levels of security to protect my account since the entire account had been compromised in the last 24 hours. \nOn XX/XX/XXXX at XXXX XXXX  XXXX, I contacted the Chase claims department and obtained my claim # XXXX. I spoke to XXXX who told me that she does see an existing claim for a wire recall. I asked how I can find out the status of the claim and she said I would need to wait for a message to appear in my secure message center or for the funds to appear back in my account. At XXXX that same morning the scammers called me back ( from the cloned Chase customer service number ) to verify that the funds had been recovered to my account. I hung up and immediately called Chase and spoke to a customer service rep. I confirmed that a claim had been started for the 4 wire transfers that were fraudulent and asked if I could report someone impersonating Chase to gain information about their customers. She stated that they dont have a department that handles that and that they do not have control over scammers. \nOn XX/XX/XXXX at XXXX XXXX  I called and spoke to someone in the Chase Claims department about my claims and obtained confirmation that the wire recalls were going through and that the Wire Research Team would reach out to me on the secure message center with more information. I called back to the Claims department at XXXX inquiring about more detail about what I could do to ensure the wire recalls were being processed. That rep said they couldnt help me with wire transfers and so I asked to speak to a supervisor and at XXXX, I was transferred to a supervisor named XXXX XXXX I explained my situation to him and HE transferred me to a wire expert named XXXX, who was actually in the claims escalation department. She said that Wire Research team was working on my claims. \nFriday XX/XX/XXXX at XXXX, I called the Claims department after receiving secure messages referencing the FOUR totally separate claims ( for my ONE account ) with FOUR different reference codes. ( XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX ) I was given instruction in the messages for the largest transfer to XXXX XXXX  for {$13000.00}, to PLS SEND LETTER OF INDEMNITY TO WIRE-XXXX. I spoke to XXXX who said there were no updates. I asked to speak to a supervisor and she transferred me to XXXX who I explained my situation to and he said he needed to transfer me to the Money Movement Department. I spoke to XXXX in the department and she immediately started direct messaging with the Wire Research Team. I was advised that the Wire Research Team could not be reached by phone, only by secure message or message from someone in the Money Movement Department. She gave me that number ( XXXX ) She confirmed that a claim has been filed ( # XXXX ) and that the wire recalls were confirmed to be sent on XX/XX/XXXX ( one day after I called to report and request recalls ). She asked the Wire Research team to clarify what was communicated to me in the secure message : What is the Letter of Indemnity and who is this letter between, if I am sending it to the receiving bank? She said it is between me and the receiving bank. \nMonday XX/XX/XXXX : Called the number I was given for the Electronic Money Movement Department at XXXX to speak to someone who could send messages to the Wire Research Team . Spoke to XXXX who said that no one in this department could message with the wire research team. \nXX/XX/XXXX : I received two secure messages from the Wire Research team that stated that in order for my question to be answered about the Hold Harmless letter I needed to send to the recipient bank ( of which I only received the email address for XXXX bank and not the other bank that 3 of the 4 wires were sent to and not XXXX  where they were sent ) I needed to contact the Claims Department. I called the Chase Claims Department and asked my question and the person had no idea so I asked to speak to a supervisor. I spoke to someone name XXXX who stated that We are not able to pursue recovery for your wire recall and that I needed to work with the recipient bank. I asked if she could then message with the XXXX XXXX team to obtain MORE information about this decision and if it included not just the {$13000.00} wire, but the {$3500.00}, {$4500.00} and {$3500.00} other wires that were sent on my account. She said she had NO WAY TO MESSAGE WITH THEM. I told her how frustrated this made me because I have been contacting them every day for status updates and for CLEAR instruction on how to proceed and what I can do and have gotten nowhere. She stated that there are gaps in our departments and that we are not equipped to handle these things and that feedback has been sent on these things, maam. I asked her to clarify what things were being provided feedback on and she said your case. I asked what that meant and she just said unfortunately we are not able to pursue this wire recall any longer. I told her that I have already contacted the FBI, my local law enforcement, the FTC, the attorney general and am talking to the media about this. \nXX/XX/XXXX : Called Claims dept and spoke to XXXX. I asked if this crime had been reported to the IRS under the Bank Secrecy Act and she said she didnt know what that was so I asked to speak to a supervisor. I was transferred to XXXX, a Claims Supervisor, who stated this is not considered a crime or fraud because you were scammed. Because of that, we wouldnt have any knowledge of whether this was reported to the government or not. I advised her that Ive spoken to a reporter and she said she needed to escalate me to the Executive Office. I asked if thats all I had to say to be escalated and that I had notified several reps before her that I was speaking to the media. She put me on hold to transfer me but I got disconnected before that went through. \nXX/XX/XXXX Spoke to XXXX in claims who confirmed that Chase is not pursuing recovery of my funds through wire recall. I asked if this was for ALL of the wire transfers that occurred ( all 4 ) or just the {$13000.00}. I was not informed via message center or by anyone other than on XX/XX/XXXX that recovery was halting. She said all the transfer recoveries were stopping. \nXX/XX/XXXX Met with XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I told her what happened and asked if she could find out if ALL the wire recoveries were ceasing or just the largest one. I also asked what the Letter of Indemnity was that I was told to send to the recipient bank in order to continue pursuing recovering the largest transfer of {$13000.00}. I gave her my Claim number as well as all 4 reference numbers for each of the wire transfer recalls. I also showed her a series of Secure Messages I received that I had printed out. She called the Claims Dept. and was told that she needed to direct message ( through a system called XXXX XXXX ) to the Wire Research Team. After speaking with them via chat, she was directed to talk to claims. She called back into claims, escalated to a supervisor who told her she needed to ask these questions to the Wire Research Team. XXXX advised me that the 3 transfers to XXXX Bank were still being pursued but that the other one was halted. She then showed me the Wire/ACH Escalation form that she submitted for all 4 of my fraudulent wire transfers. She advised me that a supervisor in the Executive Office would be contacting me and if they did not by Monday, to let her know and she would continue to help. She said she will be my point person going forward. \nI received a call from XXXX in the Executive Office Branch of Chase bank letting me know that someone named XXXX would be handling my case and calling me from XXXX ext. XXXX and that their hours are XXXX XXXX XXXX XXXX. My case is under review. \nI believe that the handling of this is flippant and negligent and I have no trust in my financial institution to work for my good. I do not believe that Chase appropriately and urgently requested a SWIFT Recall of the 4 wire transfers when I called in to request it ( as I was advised that they were not filed until one day after I called to have them recalled. ) I also did not give verbal authorization to Chase to process any of the wire transfers completed. The people committing this crime impersonated me, contacted Chase bank and authorized the wires to go through. Additionally, I have been advised that I need to send a Letter of Indemnity to the recipient bank of the largest transfer and was given an email address to XXXX XXXX  that is not for clients or customers, but to be used by industry partners. I believe that Chase is trying to shirk responsibility of this process. I would like this to be resolved by receiving the amount of all FOUR fraudulent wire transfers back to my account in the total amount of {$25000.00}. \n\n\n\n\n\n\n\n\n\n\nFBI : Internet Crime Complaint Center : https : XXXX/complaint.ic3.gov/ Washington State Office of the Attorney General : https : //www.atg.wa.gov/file-complaint Federal Trade Commission : https : //reportfraud.ftc.gov/ # / FTC Report # XXXX Office of the Comptroller XXXX Currency : https : //helpwithmybank.gov/ Case XXXX Referred to file a complaint with the CFPB Consumer Financial Protection Bureau : https : //www.consumerfinance.gov/ XXXX Local Police Report XXXX XXXX XXXX XXXX Washington State Department of Financial Institutions : https : //dfi.wa.gov/ 1. https : //dfi.wa.gov/banks/faqs # federal-agencies","date_sent_to_company":"2023-03-17T14:28:50.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98198","tags":null,"has_narrative":true,"complaint_id":"6712049","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-03-17T13:40:32.000Z","state":"WA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I <em>called</em> back to the Claims <em>department</em> at XXXX inquiring <em>about</em> more detail <em>about</em> what I could do to ensure the <em>wire</em> recalls were being processed. That rep said they couldnt help me with <em>wire</em> transfers and so I asked to speak to a supervisor and at XXXX, I was transferred to a supervisor named XXXX XXXX I explained my situation to him and HE transferred me to a <em>wire</em> expert named XXXX, who was actually in the claims escalation <em>department</em>."]},"sort":[20.62835,"6712049"]},{"_index":"complaint-public-v1","_id":"6371747","_score":20.439283,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"When the official hack happened and my Wells Fargo account information was somehow obtained and then used to transfer all of my money to a different Wells Fargo account that was created by a ( fake ) Wells Fargo representative was on Thursday XX/XX/2022 at approximately XXXX am. \nThe hackers were able to freeze my computer due to activity that was not permitted and a virus has been detected call XXXX to remove the virus infecting the computer. The person, XXXX XXXX ( XXXX ) XXXX XXXX XXXX  XXXX XXXX and the Wells Fargo representative who I was transferred to XXXX XXXX XXXX ) XXXX, informed me that my Wells Fargo account was hacked and someone internationally charged XXXX of XXXX to my Wells Fargo account. He informed me that the first thing to do is to move my funds to another Wells Fargo account since the charge is still pending so when it went through there would not be any money in the account. He created a Wells Fargo account somehow- XXXX XXXX XXXX XXXX  XXXX, XXXX CA XXXX. XXXX Account XXXX ( XXXX ) XXXX ( XXXX ) : XXXX to transfer all of my money into. Wells Fargo bank address XXXX XXXX XXXX XXXX XXXX XXXX, CA. When I asked how the transfer of that large amount of money could have gone through Wells Fargo without raising any red flags he said that on his records someone from my phone called Wells Fargo and okayed the transfer and the transfer was pending. Hackers told me that my phone was hacked too as it has been connected to my computer with my Wells Fargo information. He told me that there has been other account holders that have been reporting the same type of issue and that there is an investigation going on internally within Wells Fargo as the thinking is that it is an inside Wells Fargo employee doing the hacking. He then put me on hold as he reported the fraud to my Wells Fargo account to the Federal Trade Commission for XXXX and he gave me the Federal Trade Commission report number # XXXX that he received from the commission for my files. He directed me to go into my bank immediately to transfer my funds to the new Wells Fargo account he created before the transfer of the {$47000.00} was able to be completed. He said once the XXXX  charge to my account is completed and closed, within XXXX days, the money would be put back into my Wells Fargo account for me to then sign up for increased security on my Wells Fargo account XXXX I went to my bank and went to the teller and had him transfer my {$50000.00} that I had in my savings into my checking account to have all my money in XXXX account. Then I sat with a personal banker to proceed with a transfer of my life savings totaling {$91000.00} over to the new created account so there would not be enough money in my Wells Fargo account for the illegal transaction to be completed. The bank was not busy and I was able to speak with XXXX XXXX, personal banker, immediately after the banker transferred my money in my savings account into my checking account. The hacker who was impersonating a Wells Fargo representative told me that since there is an internal investigation going on within Wells Fargo to figure out who the employee is that is doing these acks of fraud to Wells Fargo account holders that I should not give any information on why I am transferring all of my money to a brand new created account in XXXX. He said to not mention the hack that I am experiencing so there would not be any red flags alerting the Wells Fargo employee that I was participating in the investigation on the fraud being done to other Wells Fargo account holders. He informed me that the personal banker will ask me about the reason for such a large transfer and to say that I am purchasing land and that I would be asked how I know XXXX XXXX and for how long and to respond that I have known him for over XXXX years. XXXX XXXX did not question me about the transfer even though I had just transferred all of my savings into my checking and immediately was transferring all my money ( {$91000.00} ) to a different branch in XXXX Ca, in a different name and a place with a XXXX XXXX XXXX that I have never had Wells Fargo transactions before. \nThe bank XXXX later informed me that XXXX XXXX XXXX raise a red flag and are not permitted and the transfer of my funds should not have been made without a permanent address. If she would have questioned me about the transfer and learned of the circumstances, she would undoubtedly have contacted a superior or the fraud unit and not done the transfer. \n\nThat Thursday afternoon ( XX/XX/2022 ) I received XXXX text messages to my phone stating that the people I was talking to in tech support and the bank was not from tech support and bank, theyre scammers from XXXX and they will contact you to transfer funds from your account to their account in the name of the Wire - dont transfer any funds, if you did the transfer stop that wire immediately from the bank before its too late! From # ( XXXX ) XXXX. \nCan this number be investigated to see who this came from since they are connected somehow to the Wells Fargo fraud to accounts? \nI called Wells Fargo right away and was informed that Wells Fargo would not do this and to go to the bank as soon as they opened in the morning and stop the transaction. I requested to have the transfer stopped right then though was directed to go into the branch where the transfer was made. I would expect banks should have a means of intervening to protect depositors accounts on an emergency basis. The customer service representative I talked to must have had some way to connect me to a fraud department or something similar to be able to put a stop to the whole thing that evening. \nXX/XX/2022, I was at the XXXX XXXX branch when they opened and XXXX XXXX XXXX, personal banker XXXX XXXX : XXXX, who assisted with the transfer of funds to the Wells Fargo created account on Thursday, put a freeze on the transfer as the transaction was still pending. During this time the Wells Fargo hacker continued to call me and text me from ( XXXX ) XXXX. I let him know that I was in the bank branch and to contact XXXX to discuss the freeze on the transfer which he did not and the calls and texts from him stopped immediately. \nI then went to drop off my government computer as it was hacked and the government had to wipe the computer and all information from it for security purposes. \nI was again at Wells Fargo Monday XX/XX/2022 to check in on the status and to make sure that the transfer was not completed and to see if any additional information was known about how this could have happened. I was told that the transfer was not frozen. I cried. XXXX XXXX, XXXX XXXX XXXX ID : XXXX, looked into transactions and what had happened and what to do next. \nBackground status. XXXX and XXXX filed a case recall Friday XX/XX/2022 - # XXXX and claim # XXXX on the created fraud Wells Fargo account XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX. XXXX Account XXXX ( XXXX ) XXXX ( XXXX ) : XXXX. \nXX/XX/2022 - filed the fraud to the Wells Fargo XXXX XXXX case # XXXX. \nI went to the police and filed this fraud and all information with the XXXX XXXX XXXX. Police Report XXXX : XXXX. XXXX XXXX and XXXX XXXX : XXXX # XXXX. \nXX/XX/2022 - I went to the bank again to inform them that I did receive a confirmation email from Wells Fargo line of business XXXX office with a case number. The banker was surprised I got confirmation overnight. I also provided the police report number for their records. The banker inputted the additional information into my action including the police report file number and XXXX name I obtained. He said that the escalating team will respond by XX/XX/2022 to the XXXX branch. \nXX/XX/2022 - Information from call to escalation/research/executive branch XX/XX/2022, XXXX closed my case Monday XX/XX/2022. Wells Fargo XXXX XXXX at XXXX XXXX # XXXX. I responded and XXXX was now assigned. XXXX is new lead and new case number for this claim is XXXX ( Old case number # XXXX ). XXXX has a direct number XXXX XXXX. Investigation complaint department does not oversee any other departments. XXXX has to reach out to wire and fraud division if the wire department responds with a dead end. XXXX will send out any additional information and then get back to me. \nXX/XX/2022 sent XXXX email to check in on status and any additional information that is needed. At the bank again, Bank XXXX, XXXX, called and the fraud and wire department did not have an update and said they were looking into it. He sent XXXX an email and left her a message. He has not received a response. I emailed XXXX again XX/XX/2022 to acknowledge that XXXX contacted her and to let me know if there is anything I can do to help get my money back. \nXX/XX/2022 - I called the fraud and wire department at XXXX and was told they are working/waiting on the debit authority to get ok to retrieve funds in the account. A resolution is due XX/XX/2022 or a request for more time to investigate will be sent to me. \nXXXX got back to me XX/XX/2022 at XXXX and let me know she contacted the fraud department and they are still investigating the claim. She doesnt know how long it will take but she cant do anything from her end until it is resolved from their end. She is going to forward all my emails to the fraud department so they have all the additional information that I have provided XXXX in case they do not. She gave me the fraud number XXXX. I sent an email to XXXX ( bank XXXX ) XX/XX/2022 to update XXXX on the conversation with XXXX and give him the fraud number so he has it too. \nXX/XX/2022 - wire and fraud transfer team # XXXX claim # XXXX - # XXXX. Wire transfer department waiting on debit authority and said that there is nothing I can do at this point as the wire transfer department is waiting to hear from the debit authority before they can move forward with putting money back into my account. Debit authority is looking into the beneficiary of the other account and reaching out to get the money back from them. If no account, they are still looking into contacting who opened the account. Message sent out to other banks that this is fraud. Waiting on other bank to get back on authorizing putting funds back into my account = debit authority. \nI asked - Who is the debit authority who oks the money to be put back into my account? Who do I contact from debit authority to make sure they have all the information? answer that they do not know Do I contact the fraud department to ask this? Does the fraud department communicate with the debit authority. Answer no the departments are separate and only get messages regarding the status of the claim i.e., being investigated, or waiting on debit authority. Nothing about the information on the case just the status from other departments that are working on it. Wire transfer department forwarded me to fraud department. Transferred and hung up saying that they can not process my call right now. Called back multiple times and got number to fraud department XXXX call back they are busy XX/XX/2022 XXXX. Call back again need extension to fraud contact. Nobody knows. Called number representative gave me XXXX. They told me that they could not complete my inquiry and to hang up. I called police department to follow up on my investigation left message at XXXX on XX/XX/2022 requesting an update on my case # XXXX XXXX XXXX # XXXX. \nXX/XX/2022 - I called XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and left message for XXXX line and extension XXXX Ext. XXXX. Purpose of call - checking in again to see if the additional information on my fraud case included the email correspondence from me to XXXX and you ( XXXX ) and the Wells Fargo branch manager/s was sent to the fraud and wire department and if XXXX received XXXX response from them and a contact who is investigating the case. \nI was able to get ahold of a Wells Fargo representative and was given an update that the fraud department support department is reaching out because XXXX left a message to follow up with them in her notes on the case in the case file XX/XX/2022 or XXXX. Checking with XXXX in on-line wire department. XXXX. Transferred me back to wire department. Started process over. XXXX. Finally got through to a representative who could provide some information. The representative stated that - XXXX was XX/XX/2022. XXXX forwarded my information on XX/XX/2022 to the fraud department. The representative said that the email information I had provided before XX/XX/2022 was sent to the fraud department from XXXX. The representative said that the information she forwarded can be opened by the fraud and wire department. The representative said they can see all the information provided by XXXX on XX/XX/2022. The representative said that a recall attempt was made a couple times and the department is still waiting on the Wells Fargo XXXX branch to respond with the ok to release the funds from their branch and account. The representative said the bank XXXX is working on recalling the money from the Wells Fargo XXXX branch to my Wells Fargo XXXX XXXX branch and get it deposited back into my account. \nI can not seem to get a direct contact to the persons from each department assigned to my fraud case so I dont know who to contact about the case and any information that they might need to investigate and resolve it. Does a lawyer have access to this information? Can a lawyer make contact and get a response to the person in charge of investigating? \n\nSummary of Bank responses since XX/XX/2022 XX/XX/2022 emailed XXXX to provide update that they are waiting for the Wells Fargo XXXX branch to respond. \nXX/XX/2022 checked back in and same status. \nXX/XX/2022 my case was further escalated to a XXXX  XXXX from the case worker ( XXXX ). Wells Fargo XXXX representative sent out a request for an update. I received a hard copy of the police report in the mail. It is not exactly correct and I don't know how to update it from the website. \nXX/XX/2022 there was not an update recorded in the system. \nXX/XX/2022 no update just that it was escalated and assigned to a Claims XXXX. There is no update on a response yet. Emailed XXXX just to give her an update on the case. XXXX. \nXX/XX/2022 - Wire department said that the account was closed XX/XX/2022. They reached out to the Wells Fargo XXXX branch and the account was closed. The wire department said that my case can only be closed by a banker or loss prevention not the wire department. The representative gave me the loss prevention number to call to check in as the wire department 's role is just to look into a wire and get the money back or stop/start a wire transfer. Basically, the wire department has done its job of requesting the money back and the money was not there to give back, so their step is closed and I need to contact a different department again. I received a letter dated XX/XX/2022 from XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, SD XXXX ) The letter states : At this time, we would like to inform you as of XX/XX/2022, no further update has been received by our fraud department. The case currently remains open, pending debit authorization or further instruction. Once our fraud department completes their fraud claim investigation, they will mail resolution letter directly to you, communicating their claim determination. For updates, you XXXX also contact the Wire Customer Support department at XXXX ( the number I have been calling ). \nWe appreciate your time and effort you took to contact us. If you have questions, please contact us at XXXX ext. XXXX. We are ready to help you Monday through Friday from XXXX am to XXXX pm central time. \nI left XXXX a message XXXX ext. XXXX asking what to do now that the wire department closed their case. Where does it go now? Who do I contact regarding the investigation? I am waiting for her response. I called the loss prevention number. The representative informed me to go to the bank and talk with the XXXX to get all documentation on my case and to call back so the XXXX can talk with XXXX of their loss prevention people to help assist with what to send and/or save and print for me to take to the police department. I went to the bank and talked with XXXX. He called XXXX and left a message regarding my case and requested she call back with information on how to resolve my case and retrieve my money. He made me aware that he does not have access to all the documentation between all the departments in Wells Fargo and that most likely that information would need to be court ordered by the police department. I let him know that I was going to the police station again to provide all additional information and would keep in contact to give him updates. He provided his card to give to the police XXXX to reach out to him with any questions or if he could help out with the case at all. \nXX/XX/2022 I went to the XXXX Police XXXX and provided all copies of the additional emails and correspondence I have had and updates to Wells Fargo case numbers and contacts descripting all the steps and contacts that have been ongoing since the beginning of my case, XX/XX/2022.","date_sent_to_company":"2022-12-28T19:05:09.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"95833","tags":null,"has_narrative":true,"complaint_id":"6371747","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-12-28T18:55:21.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/2022 - <em>Wire</em> <em>department</em> said that the account was closed XX/XX/2022. They reached out to the Wells Fargo XXXX branch and the account was closed. The <em>wire</em> <em>department</em> said that my case can only be closed by a banker or loss prevention not the <em>wire</em> <em>department</em>. The representative gave me the loss prevention number to <em>call</em> to check in as the <em>wire</em> <em>department</em> 's role is just to look into a <em>wire</em> and get the money back or stop/start a <em>wire</em> transfer."]},"sort":[20.439283,"6371747"]},{"_index":"complaint-public-v1","_id":"5668059","_score":19.916866,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I got an email from XXXX XXXX that they charged me for a computer service which I had never purchased. I called the number and spoke to someone named XXXX, who told me that they would give me back my money. \n\nBut it was not that simple. He talked a lot and for a long time, until I felt hypnotized. I followed his instructions about where to go on my computer without realizing that he had access to my computer. After a while he said, Now I will send your money back. I said, Ok, send me a check. He said, We don't use checks, well send the money to your bank. Which bank do you have? I said, XXXX XXXXXXXX, and he said, We don't work with XXXX XXXXXXXX, give me another bank, so I said, Eagle Bank. He told me to log on and I did. He asked me to type the amount that the company owed me into the screen, and I typed in {$280.00}. Suddenly, a number XXXX popped up front of the {$280.00}, so it became {$6200.00}. I was shocked and said, I didn't do that! I erased it, started from the beginning and the same thing happened again. \n\nXXXX told me that mistakes happen, just erase it so I did, a second time. The third time before I erased anything, the screen again showed that an additional {$6000.00} was in my bank account. XXXX said, Oh, you have to give back the {$6000.00}. Go to your bank. I asked him where my money was. He said, Don't worry, its in the Soft (? ) account. Do you know what a Soft account is? When I said, no, he replied, There is a special account that keeps the money and releases it after XXXX hours, then the funds will go to your account. The account takes XXXX hours to be released. \n\nHe told me to get into my car and drive to the bank. He gave me instructions for where to wire the {$6000.00}. He never stopped talking and asking me questions like, Where are you, Are you in the car, Tell me when you are in the bank parking lot, are you there yet? He said, The bank will ask you what happened, don't tell them that was a mistake. If they ask you why you wire this money tell them it is for an investment. The entire time, he was monitoring me. He told me that, once I was in the bank, I shouldnt talk to him, but I should leave the phone on. \n\nAfter going to the bank and wiring him the funds, I came home. Suddenly, I felt like I awoke from a deep sleep. I asked myself : What happened, what did I do? I called my brother and told him what had just happened. He picked me up and took me to Eagle Bank to put a stop on the wire transfer. Eagle Bank sent a message to XXXX XXXX about putting a stop on the wire transfer. \n\nXXXX called me from the bank. I don't know how he was following me and how he knew I was in the bank. He kept asking me, Where are you? What are you doing? Are you in the bank? Go home! I dropped the call and came back home with my brother. XXXX called back and argued with my brother about why we put a stop on the wire transfer. After that first day, XXXX called for several days after that, up to XXXX times a day. He left many voicemail messages on my cell phone because I never answered the phone. Unfortunately, my phone automatically erases the voicemail messages after a limited time, so I dont have copies of those messages anymore. \n\nMy brother and I called XXXX XXXX and asked them about my {$6000.00}. They wouldn't give us any information. We asked to talk with their fraud department, but they said the other party needed to be on the phone in order to talk to me. The other party is the scammer, so why would he talk to the bank, and how would I get him on the phone with them? \n\nI asked Eagle Bancorp to find out where the money is. On multiple occasions, including as recently as XX/XX/XXXX, I spoke to XXXX XXXX, the branch manager at Eagle Bank, who originally said security would call me to help me. He also told me that it might take up to 90 days for XXXX XXXX to investigate and refund me the {$6000.00}. Eagle Banks security division never called me, and every time Ive called Eagle Bank, XXXX XXXX has been unwilling to do anything to help me. \n\nOn XX/XX/XXXX or XXXX, I spoke to my local police department about this situation. They told me that they can not do anything to help. \n\nAs of today, XX/XX/XXXX, I am still waiting to be reimbursed for the {$6000.00} that I attempted to wire transfer to XXXX XXXX but which both banks put a stop against. I am hopeful that you can help me get my money back ASAP.","date_sent_to_company":"2022-06-14T19:52:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"20854","tags":"Older American","has_narrative":true,"complaint_id":"5668059","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EAGLE BANCORP, INC.","date_received":"2022-06-14T19:31:28.000Z","state":"MD","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Eagle Banks <em>security</em> division never <em>called</em> me, and every time Ive <em>called</em> Eagle Bank, XXXX XXXX has been unwilling to do anything to help me. \n\nOn XX/XX/XXXX or XXXX, I spoke to my local police <em>department</em> <em>about</em> this situation. They told me that they can not do anything to help. \n\nAs of today, XX/XX/XXXX, I am still waiting to be reimbursed for the {$6000.00} that I attempted to <em>wire</em> transfer to XXXX XXXX but which both banks put a stop against."]},"sort":[19.916866,"5668059"]},{"_index":"complaint-public-v1","_id":"13310729","_score":19.90384,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XXXX XXXX XXXXXXXX XXXX  received a message on his desktop XXXX XXXX computer -to call XXXX  technical support. The reason: he was denied access to our accountXXXXThe phone number was provided XXXXNot certain what to do, he called me for help.  I never thought twice about the authenticity of the message & told papa that Ill take care of itXXXXHe did not think about turning off the computer, neither did IXXXXI called the number.\\XXXX XXXX  answered the call. He represented himself as XXXXXXXX XXXX  Support employee.  His code was XXXX.  When I told him about the problem, his response was: dont worryXXXX XXXX Support will solve the problem.XXXXHe told me that our computer had been hacked.  He also told me that I have to report this info to FTC & provided the link-website of FTC.  I did just that, without thinking twice.  XXXXI also went to a website (I dont remember the domain name and the computer has since been wiped) to install some software so they could fix the computer.XXXXOnce on the FTC website, I was prompt to provide personal info, mine & papa, such as: SS numbers, the name of the bank, 401-K info, address, telephone numbers, etc. \\nIve never done anything like that in the past. Always knew that I should not share personal info with no one.  My reasoning was that I was reporting to the Government Agency. As soon as I finished that task, the phone rang.\\n\\nThe person on the other end presented himself, as XXXX XXXX XXXX from FTC. He said that our Network has been compromised & he has been assigned to our case.  XXXXAlso, since our telephones are compromised, XXXX  will provide a secure line every time hell call us & that everything should be kept secret. He wanted our computer run 24 hrs for as long as necessary.XXXXHe had said that there are 9 hackers-XXXX XXXX XXXX  Then, there was info on the screen-9 lines, a few column each, which said: XXXX XXXX.  I was outraged & in disbelief. This is the worst crime imaginable.  I remember asking him: when they are caught, will they be put behind bars?XXXXTo make a long story short, I trusted him & did my best to complyXXXXHe told me that we have to do a duplicate transaction, such as wire transfer, so the hackers wont get their hands on the fundsXXXXAttempted Money Movements Stopped by Chase Fraud TeamXXXXWith screen mirroring software now installed on XXXX  / XXXX XXXX First they initiated a wire transfer on their own in the amount of $XXXXThe receiving partyXXXX XXXX XXXX XXXXIt was stopped by Chase the same day-XXXX XXXXXXXX XXXXChase did not notify us. If they did, it may have had changed our minds about following XXXX XXXX  instructions.XXXXAt this time if they had been active in warning the XXXX  about the fact this is usually fraud and they should talk to someone they trust, not just someone on a phone who says trust us, that would be better than what happened.XXXX XXXX XXXXWith the online approach stopped the fraudsters now trained the XXXX  to go to the branch to do this in person. Now the fraudsters knew the balance in the account was greater than $XXXX  they increased the amount of the wire.XXXXThis time it was in the amount of XXXX  The recipient XXXX XXXX XXXXThis wire transfer was stopped by a Chase employee from the fraud Dept. They called, went through security protocols, asked XXXX  to think about it and call back.  She called back and Chase had stopped the wire already. XXXXChase spoke to the XXXX, they did not challenge why yesterday they urgently needed to send XXXX to . -XXXX XXXX XXXX XXXX, and today need to send $XXXX  to XXXX XXXX XXXX  Combined that is more than their assets at Chase.  Why was yesterdays urgent wire forgotten about not so urgent today and this wire that would mean they could no longer fund the yesterdays wire now urgent today?XXXX XXXX XXXXOn the Third day we went back to our branch and initiated the same XXXXThe third one, on XXXX XXXX, for the same amount, went through.XXXXWhen we came home XXXX XXXX (FTC) kept calling, as usual.  He wanted me to scan the last page of the wire transfer & forward it to him.  I have never used the scanner before & did not do it right.  So, he did not get it & seemed desperate, to me.XXXX XXXX kept calling every 10 min & tried to convince me to do it again, but I refused.  I told him that papa is not feeling well & that I have to attend to him. It was, actually, the truthXXXXHe kept begging me to scan it again & forward it to him, I guess- it was important to him to have the proof that we initiated wire transferXXXXIt was the last straw that broke the camels back. I, finally, woke up from being hypnotized by this scammer & stopped answering his callsXXXXChase fraud department called again and the man on the call was less diligent than the prior day and approved the wire.  He never mentioned or noticed the cancelled wires from the prior two daysXXXXWhile Chase spoke to the XXXX, they did not challenge why yesterday Chase stopped this urgently needed XXXX to XXXX XXXX XXXX  and why the documents showing why it was urgent could not be provided.  This wire was 90% of an XXXX  couples combined assets at Chase.  Why was due diligence yesterday strong and due diligence today cursory?XXXXPost Wire being sent XXXX XXXX XXXX XXXXOn the evening of XXXX XXXX XXXX the wire was shown as Pending in the Chase systems.XXXXAs soon as papa felt better, I started calling XXXX XXXX XXXX  -different departments. This time, I got the telephone numbers off the Net.XXXXWhat I should have done is- to call Chase, but I was ashamed for misleading them, to put it mildly.\\n\\nThe first call was to Wire Transfers dept at XXXX. The number- XXXX The employee name-XXXX. I told him about wire transfer & that there is a problem & I have to investigate, so, please freeze the funds for the time being, dont release themXXXXHe was not interested in any information about the transfer & I was told that because I am not XXXX  customer, they are not able to helpXXXXThe next call was to Suspicious Activities dept.  I am not sure, if it was XXXX, or some government agency at XXXX  The name of the rep.XXXXThe last person at XXXX- XXXX  at XXXX. The same response- not their customer.\\n\\nI then spoke to XXXX  who called Chase bank and with persistence got them to issue a recall request at around XXXX  the same evening.  This was logged as XXXX case number for recall request\\n(See Appendix 4 for copy of email detailing the recall.)XXXXAt this point the money was still at Chase but they refused to stop the wire.XXXX XXXX XXXX XXXX (daughter and son in law)XXXX XXXX XXXX XXXX  went to the Chase branch. XXXX did a second recall because initially the recall was done as XXXX XXXX but XXXX XXXX signed the transfer.XXXX XXXX XXXX  acknowledged the recall request on XXXX XXXX XXXX XXXX XXXX XXXX XXXX spent the afternoon at XXXX XXXX XXXX  home in XXXX  reformatting the computer so it was no longer a threat vector.XXXX XXXX XXXX  requested a hold harmless letter.  Chase sent that from XXXX, not XXXX.  XXXX  initiated the Wire, XXXX, is joint account holder.  XXXX XXXX XXXX are having challenges matching these two data points up  only learned on the branch visit on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  went to the Chase branch. XXXXApparently the hold harmless letter was never reconciled with the wire as they were done in different namesXXXXChase should have executed this hold harmless letter correctly but failed to do soXXXX XXXX XXXX XXXX XXXX went to the Chase branch and met with XXXX.  XXXX  called the central team and said XXXX XXXX XXXX said recipient is entitled to funds and is still investigatingXXXXOther Thoughts from XXXXnBureaucracy- its joint account.  Because some things were done by one account holder and some by the other XXXX  cant match this up easily.XXXXChase should know this and have prepared the Hold Harmless from XXXX XXXX  to avoid this confusion!\\n\\nThat person, who was in touch with us constantly-XXXX XXXX, used numerous phones & locations. He also called constantly even after XXXX XXXX which is an indicator (in my mind) that they did not receive the money right away. He wanted to get the last page of the transfer, but did not get it, (I assume) XXXX  released the funds anyway.\\n\\nThe last call (probably from XXXX XXXX) was about a week to 10 days later (around XXXX XXXX).  The caller ID showed Chase Bank. I did not pick it up. I have spoken to Chase the same day & there was no reason for them to contact me. So, I called the Chase- Security Dept. & asked them if they were trying to contact me. The answer was noXXXXI have the log of the phone calls that we received from XXXX.  Does Imperia need that?\\n\\nAny questions that he has, Ill be happy to answer. Anything that would be helpful in the\\nongoing investigation.XXXXSorry for being late with my info..XXXXHave a good night everyone.\\n\\nRegards to XXXX  from papa & meXXXXnAppendix 2\\nWire Notification EmailXXXXnChase \\n\\tXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXnto mXXXX XXXXFrom Account Ending in XXXXXXXXTransaction Number : XXXX\\n\\nDear Customer:XXXXnWe sent your wire transfer referenced above, as you requested.\\n\\nIf you have questions, please call us at XXXX for personal accounts or XXXX for business accountsXXXXSincerely,\\nConsumer & XXXX XXXXE-mail Security Information\\n\\nEmail intended for: XXXXIf you're concerned about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact us.XXXXABOUT THIS MESSAGE\\nThis service email gives you updates and information about your Chase relationship.\\n\\nAppendix 1\\nInitial Chase Wire Fraud Hold\\n\\nChase Fraud Alert \\n\\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAccount updateXXXXPlease call us about your Wire Transfer\\XXXX XXXX XXXX XXXX:\\nWe placed a hold on your wire as part of our internal review process. For your security, please call us at XXXX to confirm your wire details. Well cancel your wire on XXXX if we cant reach you or dont hear from you.\\nWe need the fastest way to contact you.\\nSign in and make sure your personal profile includes your mobile phone number.\\n\\nSecurity tip:\\nChase will never ask you for your account number or password in an email.\\nSecurely access your accounts in the Chase Mobile app or at chase.com.\\n\\nEMAIL SECURITY INFORMATION\\n\\nEmail intended for: XXXX XXXXf you have concerns about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact usXXXXABOUT THIS MESSAGE\\n\\nThe Chase Mobile app is available for select mobile devices. Message and data rates may apply.\\n\\nThis service email gives you updates and information about your Chase relationship.\\n\\nChase cannot guarantee the delivery of alerts and notifications. Wireless or internet service provider outages or other circumstances could delay them. You can always check chase.com or the Chase Mobile app for the status of your accounts including your latest account balances and transaction details.\\n\\nTo protect your personal information, Chase won't ask for confidential information in an email.\\n\\nYour privacy is important to us. See our online Security Center to learn how to protect your information.\\n\\nJPMorgan Chase Bank, N.A. Member FDIC\\n\\n 2024 JPMorgan Chase & CoXXXX XXXX\\nContemporaneous Email Notes of Chase Recall Request\\n\\n---------- Forwarded message ---------\\nFrom: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnSubject: Re: fraud chase\\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWire Research said the money is still in XXXX  but they are refusing to return it\\nChase Claims does not consider this fraud. I am escalating it. On the phone waiting for a supervisor.\\n\\nWire Research - XXXX  is the guy there- claims they are initiating another recall.\\n\\nThey seem to think that this is our responsibility.  My parents are XXXX XXXX XXXX XXXXnd this was done under duress! The branch did not pick up on this and they should have so I hold them responsible. I am a contact and have access to the account- they had declined an online transfer right before that and suspected fraud but did not notify me when it was XXXX!  I hold them responsible too.\\n\\nPlease let me know what we need to do here. I am grateful thank you.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXI have escalated this to the Supervisor of the Chase Claims Department- XXXX. They are proceeding with initiating another wire recall and are in touch with XXXX XXXX XXXX who is requiring a Hold Harmless letter. Chase is sending that today. I have been told to follow up in two business days.\\n\\nUsually XXXX  responds within a day.\\n\\nPlease let us know what you find.\"","date_sent_to_company":"2025-05-02T11:21:58.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"11229","tags":"Older American","has_narrative":true,"complaint_id":"13310729","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-05-02T11:07:01.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Now the fraudsters knew the balance in the account was greater than $XXXX  they increased the amount of the <em>wire</em>.XXXXThis time it was in the amount of XXXX  The recipient XXXX XXXX XXXXThis <em>wire</em> transfer was stopped by a Chase employee from the fraud Dept. They <em>called</em>, went through <em>security</em> protocols, asked XXXX  to think <em>about</em> it and <em>call</em> back.  She <em>called</em> back and Chase had stopped the <em>wire</em> already."]},"sort":[19.90384,"13310729"]},{"_index":"complaint-public-v1","_id":"3337454","_score":19.594454,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My name is XXXX. I came to XXXX in XX/XX/XXXX. I had worked in XXXX XXXX as XXXX XXXX in XXXX XXXX for more than 25 years. I retired early and my income relies on rentals from rental properties. \nSince XX/XX/XXXX, I use PNC Bank for my primary banking including checking, saving, and home equity loan. In the last 10 years, I always go to the branch at XXXX, PA. I could never have imagined this could happen to me. The misrepresentation by PNC Bank resulted in {$65000.00} loss. I have been trying to communicate with PNC about this issue but PNC bank is no longer responding. The pain is so severe for me to endure that I have to file this complaint and seek help from Consumer Financial Protection Bureau. \nTargeted by a scammer on XX/XX/XXXX : In the morning of XX/XX/XXXX, I received a call from XXXX saying I had an unclaimed package at XXXX XXXX. Since I just returned an online ordered dress recently, I pressed 9 for a Customer Service Representative. The phone was transferred to a police officer, XXXX from XXXX XXXX at XXXX XXXX XXXX XXXX ( showing his ID through XXXX, a message and social medial app ). He claimed that he is investigating 5 fake US passports in the package that associated with an investment fraud I organized. All victims lose their money. One of victims who cant bear the loss so she jumped off a building and died. He showed me the Arrest  Warrant issued by XXXX Government with my name on it. I was terrified by the brutal death and potential criminal charges that could ruin my life. To prove I am innocent and this is an identify theft, I started to communicate with the Officer XXXX with supporting documents to show my creditability. \nNext day XX/XX/XXXX, the Officer XXXX demanded a private hearing scheduled on XX/XX/XXXX with two XXXX investigators coming from XXXX and one US official from ICE  ( U.S. Department of Homeland Security Immigration and Customs Enforcement ). He demanded {$65000.00} on  parole for this private hearing. If investigation determined that I was innocent, the money will be returned to my PNC bank account. Initially I was hesitate to send money over. He then threaten me that if I am not cooperative, the XXXX government will order bank account freeze under XXXX-US treaty agreement. After hearing that I deeply worried that my rental business could be in jeopardy if all my accounts were being frozen. Wire Transfer at PNC Bank I have never wired money outside US including XXXX and did not even know if PNC bank was capable to wire the money to XXXX. I went to PNC branch at XXXX, PA for consultation and met the representative, XXXX XXXX I asked him how safe this international wire transfer would be. XXXX explained how XXXX XXXX  works. Fund will be verified through XXXX  XXXX  first before it is deposited to the recipient bank. If I wired money today ( XX/XX/XXXX ), the Date Available for the recipient would be on XX/XX/XXXX. Since the hearing date was scheduled on XX/XX/XXXX and Data Available of fund to the recipient is on XX/XX/XXXX, the recipient would not be able to pick up the money even after the private hearing is over. I felt it was safe to wire the money to the XXXX XXXX XXXX ( XXXX XXXX XXXX ) so I can start to work with the XXXX government for this investigation and avoid my accounts being frozen. XXXX also pointed out the wire instruction I had is lacking the recipients home address. I greatly appreciated his advice and stepped out the branch. \nI contacted the Officer XXXX again to confirm the hearing date to be on XX/XX/XXXX and also obtained the recipients home address. The Officer XXXX warned me that I must keep this investigation confidential because anyone who is interacting with me is subject to this investigation. I returned to the branch and showed XXXX the information he needed. \nXXXX also asked me the purpose of this transfer. Under the fear I cant tell him the truth. Seeing my hesitation, XXXX suggested you just needed to put down something, how about helping family member with purchasing a house. I appreciated his help and agreed to put down this as the purpose. I signed the International Transfer Agreement. XXXX processed the wire transfer of {$65000.00} from my checking account at XXXX XXXX on XX/XX/XXXX. He also printed out the Receipt for me, see Attachment. I saw Data Available was clearly stated as XX/XX/XXXX ( 10 days from wiring transfer day ) then I left the branch. \nRescue the Fund : After the money was wired, my fears went away. In the evening when I followed up with the Officer XXXX for the location of hearing, I found out he was not able to provide it. Suddenly I felt unease and started to question the validity of the whole story. I called PNC bank immediately just want to stop the transfer. Unfortunately the bank was closed for the day and will reopen at XXXX XXXX next morning. \nI stay awake whole night under tremendous stress. I called PNC customer service at XXXX XXXX next day and reported this wire fraud to a customer service representative ( name was not written down ). She said the wire department will not open until XXXX XXXX While waiting, this representative filed a Security Incident Alert Report ( reference no. XXXX ). She ensured me that someone from PNC Security Department will contact me within 24-48 hours. \nAt XXXX XXXX, I called wire transfer department at PNC, the representative XXXX XXXX picked up the phone. I explained the situation and asked her to send a recall request with warning of wire fraud to XXXX  XXXX XXXX ( XXXX XXXX XXXX ). I mentioned that I had already filed a Security Incident Alert Report with PNC. She processed the recall request while we were on the phone. I mentioned the chance to get money back would be high because the Data Available was on XX/XX/XXXX ( 9 days from now ) and the money was just wired less than 24 hours ago ). To my surprise, XXXX said once the money went into the XXXX XXXX, PNC will have no control when the money will be picked up by the recipient. I was shocked with disbelief and very scared. Right before I hung up the phone with her, I double checked with her to make sure she had included an alert statement of wire fraud in the recall request. She ensured me that she added that statement in the Comment section of the recall request. \nAfter hung up the phone with XXXX, I immediately went to the PNC branch at XXXX and met XXXX again. I told him this was a wire fraud and I had requested a recall. XXXX checked the Receipt of wire transfer and pointed out Date Available to the recipient was on XX/XX/XXXX. He ensured me that I should be able to get money back. He printed out the recall statement created by XXXX for me. \nAlthough I got two different versions on Data Available from XXXX and XXXX, I did not want to take a chance. I stepped out the branch and called XXXX right the way. The local policeman cant do anything except filing a police report # XXXX. I called PA Trooper but no help was offered. I called FBI. I was instructed to file an IC3 Complaint Referral Form online. At XXXX XXXX, shortly after I filed, I received a call from a local FBI agent, XXXX XXXX. He told me that he had already forward the form I filed to US FBI Headquarter. HQ will contact XXXX XXXX XXXX ( XXXX XXXX, XXXX ). If money is still in the Federal Reserve system, Federal Reserve can freeze the fund. \nWhile I was trying to rescue the fund, the Officer XXXX contacted me 7 times through XXXX from XXXX XXXX to XXXXXXXX XXXX to check the payment status. I was also keeping communication line open with him in order to sense his movements. At XXXX XXXX, he contacted me the last time saying that the fund has been returned to my PNC account at XXXX XXXX because he considered that I was not willing to attend the investigational hearing. He had forwarded the order of bank account freeze issued by XXXX XXXX to my email ( all lies ). I assumed that he had successfully picked up the wired money at XXXX XXXX, 7 hours after I requested the recall. \nLoss Confirmed : In the morning of XX/XX/XXXX, XXXX XXXX from FBI called me and confirmed that a FBI agent at XXXX XXXX immediately went to the XXXX XXXX XXXX at XXXX XXXX after receiving the notification from US Headquarter but the money had already been picked up by the recipient. \nI was so devastating beyond measure. I called XXXX at PNC and told him my wired money was gone. I questioned the term of Date Available on XX/XX/XXXX. After consulting his supervisor, XXXX came back with a new interpretation it means the fund will be guaranteed after XX/XX/XXXX but it can also be available before XX/XX/XXXX. I was so upset after hearing this cover-up. \nI then reviewed the recall statement generated by XXXX and found out that she did not include the warning of wire fraud statement in the Comment section as she promised, see Attachment. There is no proof that XXXX XXXX XXXX ( XXXX XXXX XXXX ) had received the recall request from PNC Bank. \nThe Safety Alert Department in PNC never contacted me. \nComplaint Reported to PNC : After no further response from XXXX XXXX from the branch office of PNC, I called PNC Bank at XXXX on XX/XX/XXXX and reported this complaint. After the third transfer, my case was escalated to the Executive Relationship Manager, XXXX XXXX at PNC Bank. XXXX contacted me by phone and promised to investigate this case including trying to contact XXXX  XXXX XXXX ( XXXX XXXX XXXX ). XXXX was not able to find information on the Security Incident Alert Report in the system. Since that phone call, XXXX has not communicated with me despite of my follow up email and phone calls even though she was working in the office.","date_sent_to_company":"2019-08-12T16:50:08.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"19002","tags":null,"has_narrative":true,"complaint_id":"3337454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2019-08-12T16:28:15.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> PNC customer service at XXXX XXXX next day and reported this <em>wire</em> fraud to a customer service representative ( name was not written down ). She said the <em>wire</em> <em>department</em> will not open until XXXX XXXX While waiting, this representative filed a <em>Security</em> Incident Alert Report ( reference no. XXXX ). She ensured me that someone from PNC <em>Security</em> <em>Department</em> will contact me within 24-48 hours."]},"sort":[19.594454,"3337454"]},{"_index":"complaint-public-v1","_id":"21259392","_score":19.512527,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint against Citibank, with corporate offices located at XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. \n\nOn XX/XX/year>, Citibank made XXXX unauthorized withdrawals of funds from my on-line Citi savings account and sent my money elsewhere. The XXXX withdrawals totaled {$38000.00}. On XX/XX/XXXX, Citi notified me that it was denying my claim for reimbursement ( Claim Number XXXX ). \n\nPlease allow me to provide more detail. \n\nOn the morning of XX/XX/XXXX, while I was working at my computer, a message flashed up on my screen stating that a withdrawal had been made from my Citi account. The message was fleeting and lasted only a few seconds and did not remain on my computer. As I had not initiated or requested any withdrawal, I immediately called Citi. A Citi representative told me there was no problem and nothing to worry about. \n\nJust a few hours later, around XXXX, I was back at my computer and noticed an email from Citi that had been sent to me a few minutes earlier, at XXXX. This message remained on my gmail register and read in pertinent part : CONFIRMATION The hold on your transfer was removed. \nThanks for providing us with the information required to verify the following wire transfer from your SAVINGS account.\n\nThe email reported a withdrawal from my account of {$19000.00}.\n\nAlarmed, I once again called Citi. I was eventually transferred to the Wire Department. At that point, l learned that contrary to what I had earlier been told by Citi, there had in fact been a withdrawal earlier in the morning in the amount of {$19000.00}. This withdrawal was in addition to the second withdrawal referenced in XXXX XXXX email. In other words, XXXX separate withdrawals of funds from my Citi account had occurred. Combined, these XXXX withdrawals totaled {$38000.00}, not counting wire transfer fees charged to my account.. \n\nI emphasize that I did not request either of these withdrawals. I did not initiate either of these withdrawals. I did not authorize either of these withdrawals. And I did not approve either of these withdrawals. Nor had I provided Citi with any information relating to account verification or otherwise. Nor, to the best of my knowledge, did I receive any prior notification from Citi that the withdrawals were being made. \n\nThat Citi could allow not XXXX, but XXXX, unauthorized withdrawals from my account on the same day and just a few hours apart evidences a deeply flawed Citi security system. Further, I believe that the amount of these XXXX withdrawals exceeds the dollar limit on single day transfers that Citi itself imposes on its account holders. \n\nSince XX/XX/XXXX, I have invested considerable time and effort trying to recover my purloined funds. I have spoken to numerous Citi representatives in numerous Citi departments, including but not limited to the Wire Department, the Incidence Report Unit, the XXXX XXXX XXXX XXXX, the Citi XXXX XXXX XXXX, the XXXX Department, and a unit simply described to me as XXXX XXXX Department. I have the names of Citi representatives I have spoken to and the times of my calls. \n\nIn addition, on XX/XX/XXXX, I wrote directly to XXXX XXXX, XXXX XXXX, and its Chief Legal XXXX, XXXX XXXX, requesting that my funds be returned to me.. \n\nAs mentioned above, on XX/XX/XXXX, Citi notified me that it was denying my claim for reimbursement, alleging that I did not take adequate steps to safeguard my account. Citi provided no information to explain or support this allegation. \n\nContrary to XXXX allegation, I have always taken reasonable steps to safeguard my account, including but not limited to the following : : I employed a XXXX character user name and password composed of a mix of both random numbers and letters. I never used my Citi user name and password on other sites. At no time did Citi ever advise me that my user name or password was weak or inadequate. \nI never used my user name or password on a public Wi-Fi. \nI had established a security question with Citi, to be used to safeguard my account. I never shared this security question with anyone. \nI did not have nor did I use a Citi mobile app. \nTo the best of my knowledge, I NEVER used my Citi debit card.. Indeed, I never even took the card outside of my home. The card was always inside my home under my control and custody. \nI carefully reviewed and checked each Citi monthly statement. In addition, I very frequently monitored my account on-line. \nI did not use social media sites like XXXX or similar platforms. \nI used XXXX software on my computer to protect against computer viruses and malware and to run system scans.. According to AI overview, XXXX is consistently rated as a top-tier XXXX, often outperforming competitors like XXXX, XXXX and XXXX Defender with near-perfect malware detection rates and frequently earning perfect scores in tests by industry-standard labs like AV-Test. \nI scrupulously avoided suspicious links on my email and text messages. \n\nThese steps conform with what a reasonably prudent person would do and constitute adequate steps to protect my account security. \n\nAnd my efforts to safeguard my account did not stop there. I reference again that after the first hint of an unauthorized withdrawal from my account and likely BEFORE the second unauthorized withdrawal I IMMEDIATELY contacted Citi to check into the situation and was told by Citi that there was no cause for concern. And literally only minutes after XXXX email to me referencing the second unauthorized withdrawal, I once again contacted Citi and told it that I had not authorized any withdrawals. Yet despite my prompt alerts and my erstwhile efforts to protect my account, Citi allowed the second withdrawal to go through as well. \n\nThe cause of the improper transfer of my funds was not that I did not take adequate steps to safeguard my account, but that Citi failed to do so. In support of this statement, let me cite the following admissions and assertions by Citi. In a call to Citi on XX/XX/XXXX at around XXXX pm, the Citi rep I spoke to admitted that the withdrawals had not been initiated or authorized by me. Yet, Citi permitted them. In a call to Citi on XX/XX/XXXX, at around XXXX, a Citi rep told me that Citi always asks for confirmation before executing wire transfers and seeks prior authorization from the account holder. Yet, this was not done in my case. And in a call with XXXX XXXX XXXX XXXX on XX/XX/XXXX, XXXX XXXX admitted that the withdrawals should have been flagged, adding that it was very strange and very weird that they were not. \n\nLet me further note that in a number of my calls with Citi, I was required to answer my established security question before Citi would discuss matters with me. I have never shared my security question with anyone.. So I am compelled to question whether Citi followed the same procedure before allowing the XXXX unauthorized withdrawals from my account It is instructive to put these matters into the context of security features claimed by Citi at its on-line site titled Citi Protects You. Security. In pertinent part, that site states : Citi will flag suspicious activity on your consumer debit or credit card and may contact you by phone, text, email or mail to confirm whether you authorized the purchases. \nWhether youre banking with us on Citi Online or using the Citi Mobile App, you can be assured that our advanced security features are keeping your account information protected XXXX. \n\nXXXX inept and incompetent safeguarding of my funds stands in stark contrast with its boastful online security claims. \n\nCitis allegation that I did not take adequate steps to protect my account is merely an attempt by Citi to deflect from its own security lapses and porous security system. That a bank with the considerable resources, expertise and experience that Citi has could allow the XXXX unauthorized withdrawals on the same day and just a few hours apart is simply gross negligence. \n\nIn short, Citi is responsible for facilitating the misappropriation of over {$38000.00} of my money. Under legal theories of negligence and under either Article XXXX of the XXXX or Regulation XXXX of the XXXX, Citi should be required to return these XXXX funds to me, plus any associated fees and lost interest.","date_sent_to_company":"2026-04-15T12:45:39.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"017XX","tags":"Older American","has_narrative":true,"complaint_id":"21259392","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-15T12:20:02.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have spoken to numerous Citi representatives in numerous Citi <em>departments</em>, including but not limited to the <em>Wire</em> <em>Department</em>, the Incidence Report Unit, the XXXX XXXX XXXX XXXX, the Citi XXXX XXXX XXXX, the XXXX <em>Department</em>, and a unit simply described to me as XXXX XXXX <em>Department</em>. I have the names of Citi representatives I have spoken to and the times of my <em>calls</em>."]},"sort":[19.512527,"21259392"]},{"_index":"complaint-public-v1","_id":"4108796","_score":19.457508,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing this correspondence in regards to the recent activity and service surrounding my Fifth Third bank accounts ending in XXXX and XXXX and their unfounded closures by your corporation. In XXXX I refinanced my home via Fifth Third Bank and received a Flex line account ending in XXXX in the amount of {$140000.00} Upon receiving the account with Fifth Third bank they made me aware that I would be able to access the funds without restriction. In XX/XX/XXXX I completed two wire transfers through my account to XXXX XXXX to my family and those transactions were completed successfully and without incident. In XX/XX/XXXX I attempted to complete a similar transaction from one of my account in the amount of {$25000.00} I received an email from bank personnel XXXX, XXXX stating that I tried to reach you by phone to inform you that at this time the foreign wire we initiated has been rejected. \nUpon receiving the email I called him back and he further explained that the reason for the rejection was due to the money is going to High Risk Country. The money was then released back to my account endingXXXX on the following day. On XX/XX/XXXX I visited the branch on XXXX XXXX XXXX XXXX XXXX IL XXXX. I Spoke with bank personal XXXX XXXX explaining to her that my recent wire transfer had been rejected, I then asked her to call the wire transfer department to insure that my next attempt would be successful giving the exact amount number along with the Flex line account she was able to speak with the department and they confirmed that the transfer would be processed if attempted a second time. On the same day at XXXX XXXX XXXXXXXX XXXX called me back stating that they would need evidence of what I would be using the money to do in XXXX. I explained to her that it was for my mothers medical expenses and for a house project. I was then asked for documentation as proof of my reasons. I stated that I had never been asked this in prior transfer and I did not feel it was necessary to provide documentation of my familys private information surrounding the transfer, as I had completed similar transactions successfully prior to the current. XXXX then said she would speak with the wire transfer department and she would follow up with me. The next day XX/XX/XXXX I returned to the bank and spoke with XXXX, she then made me aware that a hold had been placed on my checking account XXXX ; however the money that was being wired was transferred from my Flex Line account to my checking account. I then asked XXXX why this was happening as we had already confirmed the transfer would process the day prior with the department and she then stated that the account was under review and had been assigned to bank personnel XXXX XXXX ( XXXX ) XXXX. I waited to hear from XXXX and did not receive a call until XX/XX/XXXX. When speaking with XXXX she asked me Where are you from ... I barely can hear you and what is your current address and previous address?, what is your social security number? XXXX then began interrogating me, asking me about what I would be using the money for. I then again explained as I had with XXXX, that I would be using the money for my mothers medical expenses, and home projects. At which point XXXX then began to berate me with questions regarding the previous months of my accounts transactions. She then began to make statements why did I just not use a cashier 's check instead of money order in previous transaction the questioning preceded further about my previous months of transactions. I then asked her why she was interrogating me regarding previous transitions that were not relevant to the current transfer. I told XXXX that she could look at my accounts and see what and how I had been using my funds. She then stated that she would speak with higher management and get back to me before the end of the day. I did not receive a call back. Next day I called XXXX back, leaving a voicemail asking for follow up regarding the matter. I then went to the bank headquarter XXXX XXXX XXXX XXXX, XXXX, IL XXXX. I spoke with a bank representative and they called XXXX, explaining that I had come to requesting follow up surrounding our previous conversation. Immediately after their conversation XXXX called me and stated I am still working on it. I then asked her on what grounds was the bank placing a hold on my account? She replied that, She did not have to repeat herself and she already told me yesterday. I then responded what do you mean? I demand to know why you put a hold on my account she then said Sir stop yelling to which I responded I am not yelling that this is how I speak she then said I asked you questions yesterday and you did not answer and then I said Yes, I did answer all your questions then replied You did not because you are doing something you are not supposed to be doing after which she hung up on me.. At which point I received a letter from the Fifth Third bank stating that they would be closing both of my accounts and reporting me to the credit bureau because of the last transaction. The actions taken by Fifth Third bank were not only unprofessional but in large part discriminatory against me as an XXXX XXXX, as the issue was not lack of finances or fraudulent practices but simply the country it was going to and the assumptions of one bank personnel who had no evidence to support her accusations. As an XXXX XXXX man my immediate family lives in XXXX. It is also my belief that these discriminatory practices prohibited me in sending financial assistance to my sick mother who was depending on me to send her money for her life saving XXXX. As a direct result of my accounts being placed on hold, and then cancelled without sufficient grounds and based purely on speculation I was unable to send the last payment to my mother for XXXX and as a result of not receiving payment she was unable to receive the XXXX and therefore, she passed away a few days later. I have reported this to the Consumer Financial Protection Bureau. And I will further be taking legal action to resolve this matter. I am appalled and disheartened at the lack of fair practice and blatant discriminatory practices that were displayed by fifth Third bank.","date_sent_to_company":"2021-02-01T16:28:29.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"60607","tags":null,"has_narrative":true,"complaint_id":"4108796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2021-02-01T16:19:30.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I Spoke with bank personal XXXX XXXX explaining to her that my recent <em>wire</em> transfer had been rejected, I then asked her to <em>call</em> the <em>wire</em> transfer <em>department</em> to insure that my next attempt would be successful giving the exact amount number along with the Flex line account she was able to speak with the <em>department</em> and they confirmed that the transfer would be processed if attempted a second time."]},"sort":[19.457508,"4108796"]},{"_index":"complaint-public-v1","_id":"5509700","_score":19.396969,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022 I was a victim of a scam that resulted in an unauthorized wire transfer of {$4100.00}. I understand that scams and fraud happens often. However, what makes this incident frustrating for me is because I bank with Citibank which is where the money was taken from. The manner that Citibank is handling the incident was questionable from the beginning. On the day the money was wired out I received an email from Citibank alerting me that fraudulent activity was taking place on my account. There were two emails sent minutes apart. One email alerted that someone was trying to wire money out. The second email was letting me know my passcode was successfully changed. I immediately called Citibank from my work phone as my cell phone was experiencing limited service. At the time I contacted Citibank there were no funds removed from the account. I spoke with three representatives one of them was from the fraud department. I expressed that I did not authorize any activity on my account and that it was not me changing any passcodes. I only received assistance changing the passcode back from when it was changed by the unauthorized individual who hacked my account. No representative took the matter serious despite knowing that a great amount of my personal information was breached. An hour after that conversation I received another email from Citibank informing me the wire transfer was authorized. I spoke with multiple representatives none of which were any help. The customer service has been terrible during this entire ordeal. I was informed that an affidavit would have to be completed and signed to open an investigation. I completed and signed that affidavit on XX/XX/2022 and took it to a Citibank branch where it was notarized and faxed by the branch. However, upon reaching out to Citibank to check the status of the investigation I come to find out they have not proceeded because they are saying they didn't receive the affidavit. Then, on the same phone call I was informed the affidavit was located. I called again XX/XX/2022 to check the status of the investigation and was informed again the affidavit wasn't received. I faxed and emailed the document myself the same day. I called the morning of XX/XX/2022 to confirm they received the fax and or email. Despite my confirmation the fax was sent successfully and having the proper email I was informed they still haven't received it. I recently realized that I have to verify myself using a different security measure my phone number can not be used to verify my account. I inquired why my phone number was no longer good enough. I asked did they find out that my phone service had been scammed. As I believe that through XXXX XXXX my sim card was hacked leading to the breach. However, I was informed by the rep that she could not give me that information. Even though I verified who I was. When I questioned why not because you have verified me the rep still did not give me any information on it. This has me believing they know more than they are telling me. \nWhat makes this all even more suspicious is because when I speak and have spoken to the representatives they are inconsistent, they never know what's going on, I am on the phone each time 45mins or greater with no resolution. I spoke with one rep who was transferring me to a supervisor handling unauthorized wires. Upon transferring the rep warned me that the wait would be significant as this department has high call volumes. That startled me because that makes me question Citibank 's ability to protect their customers from scams and fraud. What efforts are they really putting forth? How can someone wire money out an account that's not their own despite security measures? Furthermore, I have been mishandled and its increasingly frustrating dealing with reps who are unknowledgeable about my situation, despite looking at the information in their system. This is unfortunate and scary for the many people that bank with this institution. Citibank has done the bare minimal to help me recover my funds that they allowed to be taken. Even with finding out they are not receiving the banks nor my fax/emails their best advice for me was to return to the branch and have them fax it again and make sure the investigator has it before leaving the branch. Not to mention they are rude and inconsiderate. Citibank has allowed XXXX to be wired from my account while I was on the phone with them responding to the many emails I received regarding this wire transfer, despite my diligence in calling to report the fraud prior and during this incident. What benefit is it to be with a bank that has a security measure set up that they don't honor? Then proceed to treat a long time customer as if I stole my own money. Furthermore, to carry on as if they could care less about the significant of the matter. I informed them it was not authorized and they still allowed my money to be removed out the account. I am a XXXX XXXX  with XXXX small children and I was saving the money up to put to purchasing a home. This situation has truly devastated my life and changed many things. They don't see nor care to consider how difficult it is to be going through something like this. Especially when security measure where in place and followed through and my money was still able to be removed out my account. What should have been a good catch or a close call turned into an unfortunate situation due to Citibank 's carelessness to protect their customers account properly. I am starting to believe rather than handling this situation effectively and timely they would rather stall me out to a point the investigation will close to avoid refunding me. I believe there are many others who bank with Citi who this may have happened to in one way or another. They might have experienced the stress and loneliness I feel going through this with Citi. I believe others should know they are not alone. Furthermore, living in a world were having a bank account is necessary people should be made aware of the banks they are trusting to securely hold/handle their money. Now upon reaching out to Citibank for update on my open investigation I found out they denied me. Their reason being I failed to protect my identity. However, I was never including in the investigation no statement taking from me etc. I feel this investigation was not completed appropriately because Citibank doesn't want to take accountability for allowing my money to be taking despite me telling them I didn't authorize any transactions.","date_sent_to_company":"2022-04-28T15:00:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60619","tags":null,"has_narrative":true,"complaint_id":"5509700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-04-28T14:51:41.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Upon transferring the rep warned me that the wait would be significant as this <em>department</em> has high <em>call</em> volumes. That startled me because that makes me <em>question</em> Citibank 's ability to protect their customers from scams and fraud. What efforts are they really putting forth? How can someone <em>wire</em> money out an account that's not their own despite <em>security</em> measures?"]},"sort":[19.396969,"5509700"]},{"_index":"complaint-public-v1","_id":"8196368","_score":19.119312,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"ATTN : Consumer Finance Protection Bureau On XX/XX/year>, I received a call at XXXX XXXX  MT appearing to be from Discover Banks phone # ( XXXX ) to alert me of fraud on my account. I was told a wire transfer had been initiated and was flagged because it was in XXXX CA. I did not initiate the transfer so I alerted the representative that it was in fact a fraudulent transaction. I was assured that an investigation would be opened and my money was safe. Someone with the last name of XXXX was mentioned and I alerted the caller ( who pretended to be a Discover representative ) that I was not familiar with this person. I was told my debit card was still active, but the online portal was frozen to protect me. I received another call at XXXX XXXX  MT, appearing to be from Discover, to follow up and let me know that the transaction was still being investigated and that Id get another call around XXXX. At XXXX XXXX  MT, I received another call, appearing to be from Discover, alerting me that the transaction was still being investigated, that the online portal would be unfrozen, and that, due to my being at work, Id receive another call at XXXX MT. I did not receive this last call from the person, who appeared to be calling from Discover. \nAround XXXX I went to the Discover Bank online portal to verify that the funds were still in my account and to change my password. I was unaware of any way fraudsters could have obtained my banking account details to initiate a transfer. Quite literally, Id never known this information before, nor had I ever entered it anywhere before with the exception of possibly using this information with XXXX XXXX. My only transactions using this bank account had been with XXXX XXXX  and I believe there were no more than 3 transactions in the history since opening this Discover bank account. When I changed my password and accessed my account, {$2000.00} plus a transaction fee was missing from my account and it was obvious that the funds had been transferred by wire transfer to the fraudsters. I immediately searched my inbox for emails and found two emails stating that the wire transfer had been initiated at XXXX and was sent at XXXX XXXX. Then, I immediately called Discover Bank to find out what the heck was going on still not understanding that the calls I received were from fraudsters, not Discover Bank. \nFrom this point on, it became clearer that this was mishandled. First when I called about the fraudulent wire transfer, I was told to call back the next day when the investigation unit was in. I called again the next day and I was told an investigation would be opened. But, I was under the impression an investigation had already been opened by the callers who I eventually realized were the fraudsters. Either way, I had called the bank to alert them of the fraudulent wire transfer the day the fraudulenet wire transfer was initiated and again the next day. I spoke to multiple departments and multiple people alerting them of the fraudulent wire transfer. \nId immediately alerted the wire team and the investigation team of the fraud. I also called the main line for Discover and alerted them to the situation. During one of these calls, Id learned that someone had called the automated system on XX/XX/year> to do a balance inquiry and the caller had been successfully authenticated on this call. This caller was not me, it was the fraudsters. It seems the phone # used could be located, along with the name on the bank account my monies went to, right? On the XXXX, I learned the wire was sent to a XXXX XXXX and Discover Bank said they knew the account # it was sent to. After my call on the XXXX, I was told a recall was put in on the transfer. I was told that there was no estimated timeframe for the outcome into this case and there was no guarantee Id get my money back. WHAT??? Believing Discover was supposed to be a top-notch bank, I assumed this would all be worked out and my monies would be returned to me. \nFor security reasons, I had my debit card linked to a new account #. Id changed my password. I also added a security question that needed to be asked when any activity on my account was initiated. \nIve never entered this account # anywhere that Im aware of that could have provided the details to fraudsters such as phishing emails. I never really used this bank account outside of 3 transfers w/XXXX  that were some time ago and I do not have checks or any other information about that would have made my account details easily accessible to anyone. I believe my account details mustve been leaked by Discover Bank or XXXX. I alerted the bank the same day the fraud occurred and again the next 2 days. I sent and faxed letters alerting the bank of the fraudulent wire transfer and requested my monies be refunded.which THEY WERE NOT. On the XXXX of XXXX, 4 days after the wire transfer was initiated, I received a message in my online bank account portal ( under my newly assigned bank account # ) that said the transfer was completed. HOW WAS IT COMPLETED 4 DAYS LATER WHEN I ALERTED THE BANK OF THE WIRE TRANSFER BEING FRAUDULENT AND A RECALL WAS PLACED ON THE TRANSFER???. \nI have absolutely no idea how my bank account information would have been obtained by fraudsters. But, I Iearned from one Discover Bank representative that fraudsters were authenticated through the IVR using my details. I later was told the only way they could have been authenticated, is with my personal details and and possibly spoofing my phone #. \nI filed a police report, but it is now inactive as I couldnt provide any details about who stole my money. \nThe bank had the banking institution and an account # that the fraudulent wire transfer was sent toand could have stopped the transfer but they obviously did not. \nI was robbed. \nI want my money reimbursement from Discover bank. \nWhat also really upset me is that Discover closed my investigation stating the reason as me not opening the account - so a new account had been assigned to me- which was NOT RELEVANT TO ANY OF MY CALLS OR ALERTS. \nI am livid. \nFrom, A concerned citizen and identity theft victim","date_sent_to_company":"2024-01-21T22:19:26.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"84104","tags":null,"has_narrative":true,"complaint_id":"8196368","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2024-01-21T20:51:55.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Either way, I had <em>called</em> the bank to alert them of the fraudulent <em>wire</em> transfer the day the fraudulenet <em>wire</em> transfer was initiated and again the next day. I spoke to multiple <em>departments</em> and multiple people alerting them of the fraudulent <em>wire</em> transfer. \nId immediately alerted the <em>wire</em> team and the investigation team of the fraud. I also <em>called</em> the main line for Discover and alerted them to the situation."]},"sort":[19.119312,"8196368"]},{"_index":"complaint-public-v1","_id":"1654803","_score":19.002058,"_source":{"product":"Bank account or service","complaint_what_happened":"They have made many erroneous statement in their response to the breach of security allowing unauthorized wire transfer They have yet to answer question given to them based on the Consumer Bill of Rights, the EFT Act, their own WUD, and their security measures intended to protect their military family consumers. In their response, they are accepting no liability, and denied ever telling us that we shared accounting number and USAA membership number. USAA responded that the unauthorized transactions did not occur because of their error and that the Automated Clearing House ( ACH ) transactions were originated by an external bank listing the correct USAA routing number and a valid USAA account number. It was XXXX XXXX of the Fraud Department, who told us, XXXX membership number was identical to our account number. We were told our account number, is identical to his USAA membership number. Each time we concluded a call with USAA, my notes on the calls were placed on the Consumer Finance Bureau complaint review update. They stated that his use of our account number, and routing number is what allowed him to gain access to our savings account. But, at USAA and other banking institutions, according to EFT Act and the Consumer Bill of Rights, it 's their responsibility to have additional security measures to prevent identity theft. It 's evident after each call made to, or from USAA about our identity theft, my notes of the conversation is countered with various banking laws. This causes USAA to change the reason for the error. The fact still remains that the day we contacted them of the theft, it should have immediately should have initiated an investigation. Ten day later, we, the consumer should have received in writing what happened, followed by two days for the FSB to rectify the situation. None of this happened. We were consistently told that these mistakes happen all the time. They have also used Account Clearing House ( ACH ) and Electronic Funds Transfer ( EFT ) interchangeably, and told us yesterday they are the same. I have educated myself on banking laws, and know while the results are the same, wire transfer, the process is different. EFT mainly deals with transferring money from XXXX account to another in an electronic way, while ACH Automatic Clearing House helps transfer funds between accounts and different banking institutions. As I have written in previous updates Automatic Clearing House ( ACH ) is used when people get deposits directly into their account, for example, from their employer. ACH is a means for Bank to Bank wire transfers. No fee is taken for receiving the deposits, while some banks charge for EFT. On the other hand, when funds are withdrawn or pulled from the account, this can be done through Electronic Funds Transfer. The Electronic Funds Transfer comes into effect when paying bills or purchases with a credit or debit card. When we first noted the theft, the withdrawal of the funds was noted as a debit. XXXX XXXX XXXX debited funds via EFT, while USAA returned the funds via ACH. USAA FSB states the transfer was via ACH, I can accept that, a Direct Deposit or Direct Payment transaction using the ACH Network was initiated, using our routing and account number, from an originating institution. The originating Depository Financial institution ( ODFI ), in this case is XXXX XXXX, entered the ACH entry at the request of the Originator. The ODFI collects payments from consumers and transmits them in batches at regular, predetermined intervals to an ACH Operator. What should have been seen by USAA FSB, and verified, is the security protocols that protects their consumers from such illegal transfers. The names on the accounts were different, this should have initiated a closer look for a search of an authorization for wire transfers signed by the FSB account holder.","date_sent_to_company":"2015-11-13T15:52:05.000Z","issue":"Deposits and withdrawals","sub_product":"Savings account","zip_code":"30281","tags":"Servicemember","has_narrative":true,"complaint_id":"1654803","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2015-11-13T15:52:04.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["They have made many erroneous statement in their response to the breach of <em>security</em> allowing unauthorized <em>wire</em> transfer They have yet to answer <em>question</em> given to them based on the Consumer Bill of Rights, the EFT Act, their own WUD, and their <em>security</em> measures intended to protect their military family consumers. In their response, they are accepting no liability, and denied ever telling us that we shared accounting number and USAA membership number."]},"sort":[19.002058,"1654803"]},{"_index":"complaint-public-v1","_id":"21717490","_score":19.00016,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/year>, I opened a Business checking with Citibank, account # XXXX. \nI also filed a business, as a dba called XXXX XXXX as a sole proprietor. I was having deposits made into this account incl checks from social security, XXXX XXXX checks, etc. \n\nIt wasn't until 1 month later that I was told I can open a personal checking account also with Citibank. On XX/XX/year>, I opened a personal checking account with Citibank, acct # XXXX. \n\nSo every month, when deposits from SS, pay checks came in, I would just transfer them to my personal checking accounts. I did this since it was difficult to update direct deposit info. Some of the funds that I transferred to personal checking was sent out by wire transfer. Everytime I wanted to send out wire transfers, I was questioned by Citibank employees as to why I was doing this. \nSince XX/XX/year>, I was locked out of both my personal and business checking accounts. I was told they were being reviewed by the fraud department. \n\nSince then, I received a letter from Citibank that they decided to terminate my personal checking account ( XXXX ) and it would take XXXX days to return funds in my account. Today, my personal checking has a balance of {$6500.00}. I have called numerous times to explain to them that my funds are to be used for my bills, mortgage, utilities, credit cards, etc. And Citibank just says its their procedure to release funds. \n\nToday, I called as a follow up on the business checking account ( XXXX ) and asked for status on this account. My business checking has a balance of {$1300.00}. I inquired since I never got a closing letter - but presently am locked out of this account. The Citibank person told me today that XXXX checking is under review for \" fraud '' - this is the first time I have heard about this. And the Citibank person told me - after their investigation, Citibank may retain the funds in the account due to their investigation. \n\nFraud?? and I can't talk to the Citibank dept to person that's looking at my account. \n\nI would like to know how they came upon this thought. I have never been overdrawn or owed money to Citibank. \n\nI think its horrible to be treated this way, for both accounts to be with citibank for 60 days. and their delay in return of funds.","date_sent_to_company":"2026-04-29T18:33:35.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"92677","tags":"Older American","has_narrative":true,"complaint_id":"21717490","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-29T17:50:42.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Some of the funds that I transferred to personal checking was sent out by <em>wire</em> transfer. Everytime I wanted to send out <em>wire</em> transfers, I was <em>questioned</em> by Citibank employees as to why I was doing this. \nSince XX/XX/year>, I was locked out of both my personal and business checking accounts. I was told they were being reviewed by the fraud <em>department</em>."]},"sort":[19.00016,"21717490"]},{"_index":"complaint-public-v1","_id":"6910628","_score":18.794962,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Event : {$17000.00} unauthorized wire transfer from XXXX XXXXXXXX XXXX Region Bank checking account, due to fraudulent activity. Despite XXXX XXXXXXXX taking all steps to report immediately to Regions Bank that fraudulent activity had occurred on his account and following up repeatedly with Regions Banks ( several branches and Customer Service ), his case was denied. \n\nActions : XX/XX/XXXX XXXX : the fraudulent call took place - fraudster posing as Regions Bank explained that there had been fraudulent activity on the account and asked security questions, to which XXXX XXXX answered. Call lasted over an hour. \n\nXX/XX/XXXX XXXX : XXXX XXXX logged into bank account and discovered that {$17000.00} was PENDING as a wire transfer, unauthorized by him. XXXX XXXX immediately called Regions Bank ( Regions Client Services XXXX ) to report fraudulent activity had taken place on his account. The {$17000.00} was still in his account at this time. \n\nXX/XX/XXXX XXXX : XXXX XXXX was told by a representation at Regions Bank that a flag to stop the transfer was put on his account and to call back on XX/XX/XXXX at XXXX to discuss, as XX/XX/XXXX was XXXX and the bank would be closed. \n\nXX/XX/XXXX XXXX- bank closed XX/XX/XXXX {$17000.00} leaves XXXX XXXX account, unauthorized by XXXX XXXX XXXX \nXX/XX/XXXX XXXX XXXX XXXX reports in person to Regions Bank to discuss. XXXX XXXX was told by Regions Bank at that meeting that he would receive provisional credit within XXXX days. \n\nXX/XX/XXXX XXXX XXXX corresponds via email with Regions bank manager, XXXX XXXX. He is told that Regions Bank located the money to which the wire was sent ( XXXX XXXX ) and that they were waiting for them to respond. XXXX XXXX was told by Regions Bank that XXXXXXXX XXXX  had 90 days to respond. \n\n\nXXXX XXXX XXXX repeatedly XXXX to Regions Bank in person and via email to check on the status of the credited {$17000.00} to his account. \n\n( XX/XX/XXXX and XX/XX/XXXX two email messages sent to XXXX XXXX, Regions Bank XXXX XXXX XXXX Banker ID : XXXX by XXXX  XXXX checking on status of missing {$17000.00} ) ( XX/XX/XXXX email message to XXXX XXXXXXXX from XXXX XXXX, Regions Bank stating \" Regions is working with XXXX  regarding the wire claim. We are waiting for a response from XXXX regarding options. Once I get an update, I will follow up with you '' ) ( emails attached ) XX/XX/XXXX XXXX received letter in the mail from Regions Bank stating We have completed investigation on your claim. Based on this investigation, we have determined not to provide any credit to your account for the transfer ( s ). This determination was based on the following findings made during the investigation. Transactions were authorized using agreed-upon security procedures. ( letter attached ) XX/XX/XXXX XXXX XXXX called Regions Bank Customer Service to inquire about the details of the letter, finding \" agreed-upon security procedures ' unclear. After 3 hours of being passed around from person to person and continually asking to speak to supervisors, he had a conversation with XXXX XXXX in the Regions Bank Fraud Dept. ( XXXX ) She told XXXX XXXX that she \" didn't think he was at fault '', that an investigation had been opened through Client Services ( case submitted # XXXX ). She instructed XXXX XXXXXXXX, in the meantime, to return to a Regions Bank branch and have the branch manager go through Regions Bank channels to contact the Business Intrusion Department, Client Services and the Fraud Dept. \nXXXX XXXX visited several branches seeking help. All managers did not understand how he did not have his money back and said they would work on the case. No one has followed through. \n\n\nXX/XX/XXXX - XXXX XXXX received mass email to all Regions customers warning of fraudulent activity and outlining steps to take if customer found themselves in a fraudulent situation. The steps they outlined were exactly the steps taken by XXXX XXXX at the time of the incident. ( letter attached ) To date, no one has contacted XXXX XXXX regarding the investigation. Regions Bank has taken no accountability, nor communicated effectively and timely. \n\nDespite taking ALL STEPS necessary, as outlined by Regions bank, at the first knowledge of fraudulent activity, XXXX XXXX PENDING unauthorized wire transfer of {$17000.00} was processed and not returned to his account.","date_sent_to_company":"2023-04-30T23:28:49.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"46037","tags":null,"has_narrative":true,"complaint_id":"6910628","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2023-04-30T22:35:00.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Transactions were authorized using agreed-upon <em>security</em> procedures. ( letter attached ) XX/XX/XXXX XXXX XXXX <em>called</em> Regions Bank Customer Service to inquire <em>about</em> the details of the letter, finding \" agreed-upon <em>security</em> procedures ' unclear."]},"sort":[18.794962,"6910628"]},{"_index":"complaint-public-v1","_id":"8934518","_score":18.629578,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To : Complaints Department, Consumer Financial Protection Bureau From : XXXX and XXXX XXXX XXXX : XX/XX/2024 Re : Chase Bank fraud against us ; Chase Bank Case # XXXX I am writing to file a formal complaint regarding my treatment by Chase Bank . I have been defrauded in the amount of over {$17000.00} through a series of wire transfers that neither my husband nor I authorized, and Chase will not provide any sort of reason or documentation to prove that either of us did authorize them. Chase has treated me very unfairly and abused the trust I placed in them. I have reported them to the XXXX XXXX XXXX, and also to the FBI. I am considering legal action against Chase for their unfair treatment of me and for their violations of various federal laws and regulations. My husband and I are over XXXX XXXX XXXX and English is not our primary language ( we are XXXX ). I feel Chase is taking advantage of our ages and difficulty in understanding complex financial issues due to the language barrier. \n\nIn total, 5 wire transfers were made from our checking account totaling more than {$17000.00}. Neither my husband nor I had ever done wire transfers before from Chase or any other bank, and certainly not to any international locations, as these were. All 5 wires were processed within a 30-minute period of time on the same day, and neither my husband nor I authorized any of them, either on a paper form or electronically. It would take 5 separate authorizations to do this over this short period of time ; we did not provide even one. Chase refuses to provide any sort of proof that we did. Theyve just told us that we authorized the wires and our case is closed without any additional information other than essentially, we think you authorized the wires. It seems a gross breach of Chases duty under federal law to monitor for potentially fraudulent transactions to allow multiple wires over a short period of time to international locations from an XXXX customers account where none had ever been done before.\n\nTo make matters worse, the amount of these wires exceeded the amount of money we had in our checking account. Without our consent, Chase transferred money from our savings account to cover the wires. When opening our accounts ( and well before this fraud ), we specifically refused any sort of automatic transfers between accounts to cover overdrafts. Chase tells us that transfers are automatic to cover wires regardless of whether we allowed the bank to do it or not. This seems incredibly unfair, and seems like theft to me. Chase refuses to provide any sort of proof we opted in to overdraft transfers, or authorized a transfer on that day. Im told this is a violation of federal Regulation E, as the bank is required to provide documentation when they deny our dispute of the transfer between accounts. I know it is also a violation to require us to file a police report before processing our dispute, as Chase did, as detailed below. \n\nThe fraudulent wires were all done on XX/XX/2024. While looking at my account to print documents for taxes on that same day, I noticed a fraud alert on their website for my account. I called my husband immediately and he saw that the majority of our funds had disappeared from our account. He called the Chase fraud department ( I got their number from their website ). He was on hold for 5 minutes, then after becoming frustrated he decided to call the Chase branch on XXXX XXXX XXXX in XXXX, AZ, but no one answered the phone. He then called the Chase branch on XXXX XXXX in XXXX, AZ, and had a 32-minute conversation with a very helpful employee to report the fraud. She pulled up our account and could see that money was in the process of exiting our account. She expressed surprise that nobody could stop the fraud that was happening before our eyes. She then stated not to worry and we would get our money back, which was very reassuring. She then transferred him to another department, where he had to explain the entire situation again. We were very frustrated that no one seemed to approach our money disappearing with any sense of urgency. The gentleman from the fraud department ended up hanging up on my husband. Apparently, he was only on the job for two weeks. The really maddening thing is additional wire transfers went out of our account AFTER we had these calls with the bank. Chase knew we had not authorized any wires ; yet more wires came out after they were on notice.\n\nIn a panic, I jumped into my car and drove to the Chase branch on XXXX XXXX XXXX. A teller at the branch told me I had to file a police report before I could make a claim to the Chase Fraud Department, which seemed odd to me. Couldnt they stop the fraud, or at least start to investigate, before I had to file a police report? They did not even offer to shut off the ability to make further wires. She gave me the wrong address to the police department, but I finally made it over to the police department. I received a police report number and called the Chase Fraud Department. The Chase Fraud Department never did ask me for the police report number, which was odd since they told me they required this before I could file a dispute. This seems like a waste of time to me, since the bank could have been working to prevent further fraudulent wires from being done. I know now also that the bank can not make me get a police report before they investigate the transfer of funds from my savings to my checking account. \n\nOn XX/XX/2024, I went back to the Chase branch on XXXX XXXX XXXX, but was told I had to come back later to speak to XXXX, which I did. XXXX closed our accounts and opened new ones, ordered new credit cards, then said I would have to come back on the next Tuesday ( Monday was a holiday ) with my husband XXXX to complete the investigation into what had happened. \n\nOn XX/XX/2024, we spent 4 hours with XXXX. We were told that the case had already been closed, as the bank is saying we authorized the wire transfers. I told her we have never wired funds from our account, we dont use wires, and we did not authorize these wires. In addition, the majority of the funds were in our savings account which had been transferred to our checking account to complete the wires. We never authorized any sort of transfer from our savings, either when we opened our accounts or to do these wires that day. In fact, we specifically declined overdraft protection when we opened the account. She just kept saying that the fraud department said we authorized everything, and wouldnt provide any explanation or other information or documentation, even when we repeatedly asked. \n\nOn XX/XX/2024, I went to the Chase branch in XXXX XXXX, AZ, and spoke with XXXX, a personal banker. After explaining our entire situation, XXXX saw at this point all of our money was gone from both checking and savings, and that our checking account was now in a negative balance due to bank fees applied to our account. XXXX was able to reopen our case, but she requested a report from IT. It seems incredibly unfair to charge us {$120.00} in fees to perform wires that we did not authorize ( which they have refused to refund, also without explanation ) that put our checking account in a negative balance. Do we now have to pay overdraft fees too since Chase charged us wire fees? \n\nOn XX/XX/2024, I called XXXX at the Chase branch on XXXX XXXX XXXX again to tell her that all of my emails and contacts on my cell phone are gone. She told me that she thinks my cell phone was somehow mirrored and someone else authorized the wires using our credentials. She advised me to go get a new cell phone, new phone number and to not transfer anything from the old phone to the new phone. She also advised that I close out all of my email accounts and open new email accounts. I did all that was advised, although this seemed to be just her personal opinion. There was nothing from the Chase fraud department or IT department saying anything like this. This also seems to contradict what the bank was telling me if my cell phone was mirrored, then it seems the bank thinks the wires were authorized by someone other than my husband or me. So why is the bank closing the case and saying we authorized them? \n\nI also contacted all the credit bureaus and place a freeze and fraud alerts on my credit report just to be safe. I also called the Social Security Office and placed a fraud alert on our records. \n\nOn XX/XX/2024, I contacted the Chase Escalation Department, who told me that after a review of our case, our case has been closed as they believe we authorized the wires. Again, this contradicts what XXXX had told me. They refused to provide me with any additional detail or documents to back up why they think this is the case, even though I repeatedly asked. They told me I needed to obtain a subpoena to get any other information, which seems extreme. These are my accounts, and if we did authorize those wires, why wouldnt they show us what they are using as proof that we did? It sure seems like they are hiding something, or just trying to get us to go away, especially since were over XXXX XXXX XXXX and dont speak English very well. We are in the process of getting subpoena, but it takes time and money. Like I said above, I know at the bare minimum were entitled to information about the transfer from the savings to the checking account. Throughout this whole ordeal, they have refused to provide anything at all, including any information about how they concluded that we authorized these wires. \n\nDuring XX/XX/2024, weve made many additional calls to Chase on this, which are all dead ends. Ive made an official complaint to the Chase complaint department, which has also been ignored. I have a handwritten timeline of the many calls made on these wires and to try to get an explanation. Nothing. We were able to track down the recipients of all the wire transfers through XXXX XXXX ; one or more went to XXXX. I question again why Chase would allow 5 wires to go overseas from a customer who had never wired funds before, and especially AFTER wed called them to tell them they werent authorized. This was our life savings. Why would I wire it to XXXX? I know there is a lot of fraud in XXXX, especially when it comes to wire transfers. \n\nOn XX/XX/2024, I was told by a Chase wire transfer team member that although I had not opted in for overdraft protection, savings transfers were automatically done for wires. This seems ridiculous we never authorized transfers for anything, and especially for wires where there is such high risk of fraud. Again, they refuse to provide any sort of proof that this is allowed, or that we authorized it. I know that we are entitled to documentation of transfers where there isnt an automatic agreement. I called XXXX from the Chase executive office on XX/XX/2024, to inform him of this and of my expectation that opting out of overdraft protection would prevent what has happened to my life savings. I trusted Chase with my life savings. This again was ignored. \n\nI think Chase is ignoring our requests for more information and documentation, even when we know were entitled to it. I think they are just trying to get us to go away, especially since were both XXXX  and dont speak English very well. Not only is this treatment not right, its against federal laws banks must follow. \n\nIf we have to get a subpoena to get any information, we will do this. We will also sue the bank for their treatment of us as XXXX, non-English native customers, and for their violations of federal banking laws. \n\nPlease provide whatever help you can to us to get to the bottom of this. We did not authorize these wires. We just want our funds back. \n\nThank you. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-05-05T19:06:11.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"863XX","tags":"Older American","has_narrative":true,"complaint_id":"8934518","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-05-05T18:45:01.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Throughout this whole ordeal, they have refused to provide anything at all, including any information <em>about</em> how they concluded that we authorized these <em>wires</em>. \n\nDuring XX/XX/2024, weve made many additional <em>calls</em> to Chase on this, which are all dead ends. Ive made an official complaint to the Chase complaint <em>department</em>, which has also been ignored. I have a handwritten timeline of the many <em>calls</em> made on these <em>wires</em> and to try to get an explanation. Nothing."]},"sort":[18.629578,"8934518"]},{"_index":"complaint-public-v1","_id":"7739631","_score":18.198635,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX XXXX I called Amazon for assistance in placing an order, using the same phone number I had relied on for years. A recording informed me the number was no longer in use but didnt provide me with a new one. I XXXX Amazon and clicked on a number that came up on a website, and a supposed Amazon representative picked up the call. He told me that an air purifier had been ordered on my account by an unknown person. Eventually I was transferred to XXXX XXXX who told me a huge spy network had managed to remove XXXX from my Chase savings account. He gave me specific details as to exactly what had taken place and assured me that he and the investigative team at Amazon could get my money back through a method he referred to as a duplicate charge over. I would need to withdraw XXXX  in cash right away, after which he would tell me the next step. I was frantic and felt helpless so never questioned the plausibility of what he told me.\n\n\tAt the XXXX XXXX branch of Chase Bank, I told the teller that I needed to withdraw  XXXX  from my savings account. She said that normally the bank asked for a phone call prior to a request for such a large amount. I asked to speak to someone else and a woman came from the back and asked me several questions. I explained that I planned to use the money to help my granddaughter who had lost her mother (my daughter) a month and a half before and then XXXX XXXX two weeks later. Both these things had happened, however, I obviously did not intend to use the money as I said. I confirmed that I wouldnt be giving the XXXX to my granddaughter in a lump sum, but would be doling it out, which should have raised the issue as to why I needed to withdraw the whole amount at that time. When I told the representative where my granddaughter lived, she said that she felt better to learn that it was within the country. During the conversation I was presented with the issue that scams were often targeted at the XXXX and I remember that a reference was made in the bank lobby after I had received the cash. I acknowledged that I had heard that this was happening, however, l completely believed that, although I had been the victim of a scam, what was taking place now was in order to fix it. Had the bank described the earmarks of this particular type of scam, I would have been able to recognize that it applied to me. Instead, they allowed an XXXX XXXX XXXX woman to leave the bank with XXXX which had been put in a box that had held penny rolls, and walk across the parking lot to her vehicle, without a bank employee involved to see that everything appeared to be under control. \n \tOn XXXX XXXX a courier came to my house in the morning and picked up the money. Soon after, the perpetrator of this cruel scheme called to inform me that the bad guys had now gotten ahold of XXXX more of my savings, so we would have to do another duplicate charge over, this time by a wire transfer. The agent who assisted me at the XXXX XXXX, apparently did not have a problem with the fact that I had just made a large withdrawal the day before or that the money was being sent to a bank in XXXX XXXX When she asked if I knew the recipient (who had a distinct XXXX  name), I explained that he was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I dont think either my reason, or manner were convincing, however, she completed the transaction. Although she did mention that cases of fraud were often directed at the XXXX, she didnt point out any similarities between any of those and the transaction that I was requesting. I have become aware of actions taken against Chase by victims of scams with the same warning signals as my own. If I know of these other incidents, surely Chase does, too, but turns a blind eye, even though it is in a position to help protect its customers. In fact, a second bank representative actually sent my wire transfer, meaning at least two people at Chase ignored the red flags.\n\n\tOn XXXX XXXX, Chase confirmed that the wire had been sent that morning. Soon after, XXXX XXXX informed  me that now the balance of my savings account would need to be wired to a different recipient at the same XXXX XXXX bank. \nThis was perhaps the turning point in my realization that I was possibly dealing with the real scammers. \n\tOn XXXX XXXX  I was feeling even more convinced of what had really happened to me. Toward the end of the day, I turned off my phones, went to my neighbors to use hers, and called Chase Bank to report that I was the victim of fraud. I spoke to up to four agents, the last wanting  to make sure I knew that Chase was not responsible for anything in any way, since I had authorized the transactions. I returned to my house, completely devastated to face the weekend and what seemed to be a hopeless future.\n\tOn XXXX XXXX I contacted law enforcement in the morning and made a police report. I also submitted an IC-3 report by email to the FBI. \n\tOn XXXX XXXX, I called Chase in the morning to ask some follow-up questions about the wire transfer. I learned that by reporting the fraud to Chase I had essentially opened up a claim, so I was put in touch with that department. In an attempt  to get more concrete information, I ended of speaking with several people, the last one finally saying, Well, I guess I could let you talk to Wire Recall. After she transferred me, that agent immediately sent a wire to the bank in XXXX XXXX and then told me that each person I had spoken with at Chase regarding my being the victim of a scam (approximately XXXX), was obligated to tell me of the wire recall process which sometimes resulted in ones money being returned. In a conversation later with the wire research department , another representative confirmed this.\n\tOn XXXX XXXX, I received a call from an investigator from Chase who specializes in fraud cases involving vulnerable adults. When I described my experience in withdrawing the cash, she  responded by saying that she was surprised that a person of my age would be given that much money, especially in a box that was obviously from a bank. Several days later I received a letter from the Claims Department dated XXXX XXXX, which states that my claim was denied since I had authorized the request.\n\tOn XXXX XXXX I returned to the XXXX Branch of Chase for the purpose of changing  my savings account number. The fact that I had been scammed, indirectly via my savings account, was discussed, of course, but not to great length. \n\tDuring the following week it came to my attention that I could check the status of the wire recall through the Wire Research Department and attempted to do so, but was unable to reach it until XXXX XXXX. I was told that they needed a police report number which, if asked for when the wire recall was sent XXXX XXXX I would have given. I dont really know if it was Chase or the XXXX XXXX bank that was requesting  the number. In any case, I then provided it to the agent, and when I asked the date of that request, he informed me that it was XXXX XXXX In a later update I was told that four attempts had been made to recall the wire transfer prior to the one sent on XXXX XXXX However, I dont know whether or not they had included the number. It wasnt until XXXX XXXX that the XXXX XXXX  bank reported that the recipient of the wire transfer had not responded to attempts to contact him. Chase never informed me of any of these things. Im only aware of them through having contacted  wire research on my own. If the wire transfer had taken place as soon as I had reported the fraud to Chase, and if the follow-through had been handled efficiently, perhaps my XXXX could have been recovered.\n\n\tOn XXXX XXXX  I received a call from the Executive Office informing me that they were investigating a complaint against Chase from a third party. However, the representative refused\nto give me that name and when I followed up a few days later, I was told there was no new information and was still unable to find out who had placed the complaint. \nto give me that name and when I followed up a few days later, I was told there was no new information and was still unable to find out who had placed the complaint. \n\tLike countless other elderly people, I was duped by a vicious scheme that Chase Bank had reason to recognize. Because of that, XXXX from my savings account is now in the \nhands of people that I was convinced were helping me. The majority of these funds came from my parents who, by making sacrifices and careful decisions throughout their long lives, were able to leave me. One fourth of that total was the result of my having recently sold some small XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I considered my savings an emergency fund that could get me through a month when my  social security check fell short of covering my expenses. It would also be there for things like repairs to my 25 year old car, an occasional trip to visit my grandchildren, and overdue home repairs that would help insure that I could safely stay in my home for as long as possible. And it would  be available for my burial expenses. But besides the financial cost, the effect on my emotional and physical well-being, as well as on my long term health, are incalculable. My life has been impacted in countless ways and will continue to be. \n\tBecause Chase ignored the red flags, this scam, not an uncommon one, I have been told, was allowed to succeed. I am also pointing to its careless and negligent business practices, for instance putting cash in a conspicuous container, and the delay and inefficiency in handling wire recalls. It may be that Chase did not even follow its own protocols. Obviously they did not adhere to the Consumer Financial Protection Bureaus Elder Abuse and Dependent Adult Civil Protection Act, created by legislature in1982, which is mandatory in California. Nor did they follow the CFPB Guidance Recommendations established in 2016. I dont know if Chase filed an SAR report, as they were no doubt required to do.\n\tFor my part, I am working to raise awareness, not only with regard to the scam itself, but to Chases failure to intervene on behalf of their clients. On XXXX XXXX, I will be featured on the XXXX podcast, XXXX XXXX XXXX, and I intend to use other venues as well, in order to share my experience with the public. Lawmakers, too, are becoming more involved in how banks handle questionable transactions like mine. Bill SB278, introduced by Senator XXXX XXXX of California and supported by Consumer Attorneys of California and elder rights advocates, is aimed at holding financial institutions liable in situations in which they, knowingly or otherwise, assisted in financial abuse. Through combined efforts like these, elderly people will be better protected against losing their financial resources to scams that could have been avoided with the help of their bank.","date_sent_to_company":"2023-10-22T22:02:23.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"920XX","tags":"Older American","has_narrative":true,"complaint_id":"7739631","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-10-22T21:39:04.000Z","state":"CA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XXXX XXXX, I <em>called</em> Chase in the morning to ask some <em>follow</em>-up <em>questions</em> <em>about</em> the <em>wire</em> transfer. I learned that by reporting the fraud to Chase I had essentially opened up a claim, so I was put in touch with that <em>department</em>. In an attempt  to get more concrete information, I ended of speaking with several people, the last one finally saying, Well, I guess I could let you talk to <em>Wire</em> Recall."]},"sort":[18.198635,"7739631"]},{"_index":"complaint-public-v1","_id":"4719423","_score":18.179691,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/21, I attempted to use my Capital One credit card to make a purchase of nursery furniture for my son and daughter-in-law, who live in XXXX XXXX and are XXXX their XXXX  child. The furniture is sold by a XXXX XXXX company know as 'XXXX '. After a first attempt at making the purchase, during which text authentication was used, I received a text from Capital One, asking if I was attempting to make this purchase ( in the amount of {$1300.00} to XXXX XXXX ) and I texted back that this was me. They texted back to state that I should re-try the purchase, which I did, but unsuccessfully. \nI then called Capital One customer service, and after providing the requested identifiers, one of their agents stayed on the phone with me and said she would provide and override while I made the purchase. This third attempt failed, once again with text authentication having been used, and the agent placed me on hold. After 5 minutes, XXXX from the Fraud Department picked up my call. I described the situation and she asked for verbal identifiers as well as a copy of my driver 's license via a secure link that was sent to my email. This was done with her on the phone, and then she instructed me, while she remained on the line, to attempt to make the purchase for a fourth time. Once again, the order was declined. XXXX then asked me to provide a copy of my social security card and a copy of a utility bill or bank statement to verify my address. she also informed me that now my credit card was 'frozen '. I was not comfortable with providing my Social Security card and asked to speak with a supervisor. Someone else picked up the call ( XXXX? - name was unclear ) and after describing the situation and asking some questions, she hung up. \nAfter speaking with advisors, on XX/XX/21 I called Capital One customer service to follow up, but my call went immediately to the Fraud Department. I asked to speak with someone in Customer Service, but that was declined and I was told that my only recourse was to communicate with the Fraud Department. I asked to speak with a supervisor and was connected to XXXX. She told me that in order to unfreeze my card, I needed to provide the additional information. Via another secure email link, I did send my driver 's license a second time, a copy of my Social Security card, and a copy of a utility bill ( XXXX XXXX XXXX ). I received a case number via email ( # XXXX ) and was told that in 14 days I would receive a decision about my card. \nOn XX/XX/21, in response to a voicemail message left on my landline, I spoke with XXXX in the Capital One Fraud Department. She stated that they did receive the information, but now wanted a copy of my entire utility bill, even though what I had sent showed all of the identifiers requested, including my name and residence address, the company name and phone number, and the date. The only information they could not see was what my electric usage in kWH was and how it compared with last year. I can not understand what that information has to do with verifying my identity. This certainly was not requested when I had recently made a bank wire transfer from my local bank to XXXX XXXX, during which a utility bill was required as proof of identity. \nI reminded XXXX that this situation began with my phone call to Customer Service for assistance in making a purchase, but that it had turned 180 degrees into a fraud investigation of myself. It was clear that I was not a cybercriminal but they were following a process that is used for potential criminals. \nTheir own agents were on the phone with me in real time while I was attempting to make the purchase. They never gave any consideration to the possibility of there being an issue with the XXXX XXXX company 's policies in accepting a XXXX XXXX card, but instead they immediately followed an algorithm they use for potential hackers. \nThey would not let me speak with their own customer service department, and my credit card has been frozen for several weeks. Vendors whom I pay using my Capital One card are contacting me that recurring payments are being declined. And I am unable to access my cash rewards. \nAt the least, I am asking to have my rewards cash reimbursed to me ( {$59.00} ) via a hard check. I do not intend to use this card in the future ; I have no respect or faith in this company. And I have concerns about whether there is an internal issue with this fraud department by the manner in which these types of customer issues are being handled. They have never shown any real interest in problem solving the reason why the attempted purchase did not go through ; instead, they took me through an exhausting and traumatic experience as a potential suspect.","date_sent_to_company":"2021-09-14T20:57:37.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"17110","tags":null,"has_narrative":true,"complaint_id":"4719423","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2021-09-14T20:01:24.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["XXXX then asked me to provide a copy of my social <em>security</em> card and a copy of a utility bill or bank statement to verify my address. she also informed me that now my credit card was 'frozen '. I was not comfortable with providing my Social <em>Security</em> card and asked to speak with a supervisor. Someone else picked up the <em>call</em> ( XXXX? - name was unclear ) and after describing the situation and asking some <em>questions</em>, she hung up."]},"sort":[18.179691,"4719423"]},{"_index":"complaint-public-v1","_id":"10160166","_score":17.819357,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To Whom it May Concern ; This letter concerns a fraudulent wire transfer from XXXX and XXXX XXXX XXXX  Account at Bank of America ( BoA ) to a supposed bank manager at XXXX XXXX XXXX. A scammer stated he was with the BoA Fraud Department. Prior to the reported call from BoA there was a BoA text message and an email stating there was suspected fraudulent activity. \n\nThe identified fraud correspondence occurred on the evening of XXXX XXXX XXXX at XXXX. The text message, and the email arrived prior to a wire transfer request, both stating there was suspected fraud activity of our debit card that was declined. The correspondence also identified a XXXX payment for {$3000.00} approved for XXXXXXXX XXXX XXXXXX/XX/XXXX. The text message stated If not recognized reply NO, stop to end. XXXX XXXX XXXX answered NO. At XXXX there was a text reply Thanks for confirming transaction you should receive a call soon. \n\nXXXX XXXX received a phone call at XXXX on XXXX XXXX XXXX  from BoA Customer Service XXXX phone number ( XXXX ). The scammer identified himself as XXXX XXXX. XXXX XXXX spoke with XXXX XXXX  on the phone for a few minutes, notifying XXXX XXXX her ATM card had been compromised. XXXX XXXX informed XXXX XXXX  people were trying to transfer {$9600.00} from the XXXX bank account instead of the originally identified {$3000.00} XXXX payment. \n\nXXXX XXXX notified XXXXXXXX XXXX  he would call back momentarily, and he called back promptly at XXXX on XXXX XXXX XXXX. XXXX XXXX walked XXXX XXXX through the process of a wire transfer. XXXX XXXX said he would transfer the money ( {$9600.00} ) to the Bank Manager at XXXX XXXX Bank ( XXXX XXXX XXXX ). The Bank Routing number provided : # XXXX, the account number provided : # XXXX, and the amount to transfer : {$9600.00}. The wire transfer went through to XXXX XXXX XXXX, and the transfer number was XXXX XXXX XXXXXXXX informed XXXX XXXX not to open online Banking and to close all accounts and re-open with him within the next day or so. \n\nOXXXX XXXX XXXX XXXX XXXX XXXX XXXX  and XXXX XXXX XXXX visited their local branch of Bank of America located in XXXX XXXX, XXXX  at XXXX. They spoke with a BoA bank representative, XXXX XXXX XXXX. XXXX XXXX notified XXXX and XXXX XXXX they had likely been Scammed and the BoA customer phone number Spoofed. BoA would try to get the money returned. XXXX and XXXX XXXX spoke with the BoA Fraud Department with XXXX XXXX present on the phone call. After speaking with the Fraud Department, XXXX and XXXX XXXX left the BoA. \n\nXXXX XXXX phoned XXXX XXXXXXXX at XXXX on XXXX XXXX XXXX and attempted to have her allow him to close and re-open new bank accounts. The request came via the BoA Customer Service Number. XXXX and XXXX XXXX returned to BoA located in XXXXXXXX XXXX XXXX XXXX for further discussion regarding the spoofed phone calls, to include a phone call at XXXX with XXXX XXXX present XXXX XXXX XXXX introduced XXXX XXXX XXXX, a BoA Manager to the XXXX and they spoke about the wire transfer and countermeasures to avoid repeat fraudulent activity. At XXXX XXXX XXXX XXXX the BoA Customer Service Number. Between XXXXXXXX  and XXXXXXXX  XXXX XXXX received nine phone calls from the parties attempting to manipulate BoA accounts, which she blocked. These phone calls originated from XXXX ( BoA Customer Service Number ) and XXXX ( XXXX XXXX personal cell phone ). A phone call at XXXXXXXX  came in from the XXXX number, which XXXX XXXX XXXX as his cell phone number. XXXX XXXX answered XXXX XXXX phone call at XXXXXXXX  on the XXXX whereupon he inquired why his calls were being blocked. XXXX XXXX notified XXXX XXXX she was not feeling well and could not talk. After a 1 minute and 37 second phone conversation with XXXX XXXX, XXXX XXXX notified him she did not feel well and could they please talk the next day. \n\nOn XXXX XX/XX/2024 phone calls resumed at XXXX from the ( XXXX ) BoA number, which XXXX XXXX blocked. A phone call from XXXX was blocked on the XXXX, and four calls from XXXX were also blocked. XXXX XXXX left a voice mail ( XXXX ) requesting why his phone calls were being blocked. XXXX XXXX texted XXXX XXXX identifying she was busy during the previous call at XXXX XXXX XXXXXXXX phoned at XXXX from the XXXX number and XXXX XXXX answered. She spoke with him for XXXX minutes and XXXX seconds, explaining she did not feel well. XXXX XXXX inquired why XXXX XXXX blocked his phone calls and she explained she did not recognize the new phone number. XXXX XXXX once again inquired about closing and re-opening additional bank accounts. He continued to ask questions to get a YES answer. The conversations were on a recorded line and XXXX XXXX insisted on getting XXXX XXXX to provide a YES answer to his questions, which she did not comply with. XXXX XXXX asked XXXX XXXX if she could open her online banking account to check on the {$9600.00} and identify if the monies were restored to her BoA account. XXXX XXXX requested XXXX XXXX wait until Monday, XXXX XX/XX/2024 or XXXX, XXXX XX/XX/2024. XXXX XXXX once again requested XXXX XXXX change her banking accounts, whereupon she responded perhaps later. XXXX XXXX did not notify XXXX XXXX that she and XXXX XXXX had previously visited the local BoA Branch located in XXXX XXXX, XXXX  on XXXX XX/XX/2024. \n\nXXXX XXXX attempted to contact XXXX XXXX twice on XXXX  XXXX, XXXX XX/XX/2024, at XXXX via the BoA Customer Service Number ( XXXX ) and XXXX XXXX blocked the number both times. XXXX XXXX never heard from XXXX XXXX again. \n\nOver a four-day period, XXXX XX/XX/2024, XXXX XXXX received 30 phone calls from XXXX XXXX : XXXX XXXX XXXX received ( BoA Customer Service Number ). \n\nXXXX XXXX calls received ( XXXX XXXX Personal Cell Phone ). \n\nXXXX XXXX calls received ( Unidentified, used by XXXX XXXX ). \n\nRespectfully, XXXX and XXXX XXXX To Whom it May Concern ; Although XXXX and XXXX XXXX would like to commend Bank of America ( BoA ) for their excellent support following a recent fraudulent wire transfer involving their BoA account, there are concerns about BoAs security measures and protection against fraudulent financial transactions. Scamming transactions against the XXXX BoA accounts on XXXX XXXX XXXX have made it apparent BoAs electronic security measures are woefully inadequate. Compromises involving various forms of communication, to include text messages, emails, and even the BoA Customer Service Number, identify security issues BoA needs to address. \n\nBoA has security protocols in-place to mitigate security breaches against customer accounts ; however, when XXXX XXXX used these security measures to address a potential breach ( she phoned the BoA Customer Service Number ), she discovered the BoA Customer Service number had been spoofed. BoA advised XXXX XXXX she should have used appropriate security measures to prevent fraud measures such as creating foolproof passwords, transferring monies with BoA review, and contacting the BoA Fraud Department should there be any suspect activity involving BoA customer accounts. It is disconcerting when BoA basically blames the customer for inadequate security procedures when it is the BoA sites that were spoofed. The security breaches should be attributable to BoA, not XXXX XXXX, since BoA has inadequate security measures. Monies lost resulting from a XXXX XX/XX/2024 scam ( {$9600.00} ) were at the expense of XXXX and XXXX XXXX, not BoA. \n\nThe person XXXX XXXX spoke with on XXXX XX/XX/2024 claimed they were a BoA Fraud Department representative. XXXX XXXX received both an email from a fraudulent BoA XXXX, and a bogus text message to her phone number. XXXX XXXX even replied NO to a spoofed BoA text message requesting a financial transaction. The fraudulent BoA representative phoned XXXX XXXX from the BoA Customer Service phone number, assuring monies in her account ( {$9600.00} ) were to be transferred to the Bank Manager at XXXX XXXX XXXX, thus assuring the safety of her monies. Although XXXX XXXX willfully conducted a wire transfer ( {$9600.00} ) from her BoA account, it was produced under false pretenses and based on fraudulent activity. Monies were stolen and are unlikely to be returned to the XXXX BoA Joint Account. \n\nWhile BoA is surely not accountable for all bank scams involving their customers, it is nevertheless disheartening when BoA customers attempt to follow recommended security measures only to discover BoAs sites were compromised. BoA was very professional in their post-scam response ; however, bottom line is BoA notified the XXXX their ( {$9600.00} ) is stolen and will not be recovered. \n\nThe Bank of America is a reputable institution and has been in the financial business for a very long time but the Bank needs to upgrade their cyber security and ensure better protection of their customers monies. It is easy to blame customers for taking inadequate security measures, and this may occur, but BoA is responsible for taking precautions to protect monies held in their institution. When customers rely on BoAs secure web sites only to discover those sites have been compromised it is time for BoA to look inward and invest in additional security measures. A compromise, such as a spoofed site, involving substantial BoA monies would likely not be ignored or passed off as another fraud incident. BoA needs to apply due diligence in addressing financial fraud. BoA should be customer focused and ensure every effort is made to protect monies they are managing, to include customers such as the XXXX that have held accounts with them for nearly 50 years. \n\nRespectfully, XXXX and XXXX XXXX Phone XXXX XXXX XX/XX/2024 - XXXXXXXX XXXXs and Scammers : Bank of America Fraud Activity . \nDate Time Phone Number Incoming/Outgoing XXXX  Blocked Elapsed Time. \nXXXX XXXX XXXX XXXX XXXX Incoming XXXX XXXX XXXX XXXX XXXXXXXX Incoming XXXX XXXX XXXX XXXX XXXXXXXX Incoming XXXX XXXX XXXX XXXX XXXX  Incoming XXXX XXXX XXXX XXXX XXXXXXXX Incoming XXXX XXXX XXXX XXXX XXXXXXXX Incoming B XXXX XXXX XXXX XXXXXXXX Text Message XXXX XXXX XXXX XXXX XXXXXXXX Text Message XXXX XXXX XXXX XXXX XXXXXXXX Incoming XXXX XXXX XXXX XXXX \n\nXX/XX/XXXX XXXX XXXX XXXX XXXX Incoming XXXX XXXXXXXX XXXX XXXX XXXX XXXX \n\" XXXX XXXX XXXX  Incoming XXXX XXXX 1 min \" XXXX XXXX XXXX Incoming XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nXXXX Bank of America Phone : XXXX. Total of 17 phone calls from this number. \nXXXX  Phone : XXXX. Total of 9 calls from this number. \nXXXX  Phone : XXXX. Total of 4 calls from this number.","date_sent_to_company":"2024-09-18T18:15:56.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"206XX","tags":"Older American","has_narrative":true,"complaint_id":"10160166","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-09-18T17:35:29.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX inquired why XXXX XXXX blocked his phone <em>calls</em> and she explained she did not recognize the new phone number. XXXX XXXX once again inquired <em>about</em> closing and re-opening additional bank accounts. He continued to ask <em>questions</em> to get a YES answer. The conversations were on a recorded line and XXXX XXXX insisted on getting XXXX XXXX to provide a YES answer to his <em>questions</em>, which she did not comply with."]},"sort":[17.819357,"10160166"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":56,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":56}]}},"product":{"doc_count":56,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":27,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":14},{"key":"International money transfer","doc_count":8},{"key":"Virtual currency","doc_count":4},{"key":"Money order, traveler's check or cashier's check","doc_count":1}]}},{"key":"Checking or savings 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