A St. Augustine couple, Tom and Ann Hill, lost $42,000 in a sophisticated impersonation scam despite following their bank's guidance. The scam began with a text message that led to a call from a scammer posing as a Chase representative, resulting in unauthorized wire transfers. Despite notifying the bank and a fraud alert being placed on their account, the funds were transferred using a spoofed phone number and a one-time passcode. Chase denied the Hills' claim, stating the transfers were authorized, while a detective highlighted the bank's failure to prevent the fraudulent transactions.