A JPMorgan Chase customer who saw tens of thousands of dollars disappear from her account says she’s more angry at the bank than at the scammers who targeted her.
Kristal Kuhn of San Diego says she recently received a call from someone posing as an employee in Chase’s fraud department, FOX News 5 reports.
As a precaution, Kristal says she asked her daughter to Google the caller’s phone number, and the results showed it was Chase’s.
At that point, the caller claimed they flagged a $2,000 transaction and would send an access code to Kristal.
Shortly after giving the passcode to the caller, Kristal said she looked at her accounts and saw the thieves were moving money around, trying to transfer a huge amount of money at once.
Kristal says she immediately called Chase to freeze the transaction, but was told to go to a local branch. It took her about five minutes to get to a branch in Carlsbad, but no one was available to help her.
The lender was still on the phone with Chase and told her she could try again the next day because no one was available to help her, prompting her to rush to a Vista branch where she again received no help.
She left abruptly to visit a third branch in San Marco where her account was flagged, but the employees who called Chase’s back office had difficulty freezing her account.
Ultimately, it was successfully frozen after the thieves had already emptied her account to the tune of $49,500.
“If the accounts had been frozen in the first five minutes when I asked for them, we wouldn’t be in this situation – not even at the second bank, or even at the beginning of the third bank – we wouldn’t be in this situation. and now we’re out $49,000…
I am angrier at Chase Bank than the scammers because of how much Chase Bank has failed us as customers.”
Kristal says she contacted the FBI and filed a complaint with Chase, but the lender refused to refund her, claiming she had approved the transaction.
U.S. banking laws require lenders to reimburse victims for certain types of fraud, but not when customers are tricked into giving scammers access to their accounts.
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