Product: Checking or savings account

XX/XX/year> I saw there are two transaction on my account that I don't recognize. They are from XXXX. That was two XXXX dollar transaction. I called XXXX, and they give back the money. At this point, they know, we did not receive the card that was been used. However, they didn't take any protection on our account. 
By the way, The account we created is joint account. I receive my card, but my mom did not receive her card. The banker who help us to create the account also knows that my mom didn't receive the card. And I told her We don't have time to go to the bank because the my mom work on XXXX, she didn't have time to came back. And She did not take any action or tell us to take any action. 
XX/XX/year> I saw there was another transaction that I do not recognize ( that was today 's case ). The amount is XXXX dollar. I immediately called XXXX customer service again, and tell them what happened. At that time, the transaction is still pending. It was a resorts world, I assume that is a place give service like hotel. I don't understand why they can't just stop this transaction immediately. What kind of person goes to a hotel and pays and then immediately says they've been skimmed? Isn't this a simple matter of logic. They just opened a claim and say they will investigate. 
XX/XX/year> I went to the chase branch with my mom, the banker shows me a address and a phone number that we don't recognized, and it's on my mom 's profile, we told her that it's not us. That banker deleted the address and phone number that he don't recognize and told that it was probably our mailbox that was stolen causing the information to be compromised. She advised us not to send new debit cards to our home because there is a big chance they will be stolen again. We followed her advice choosing not to have a new debit card, just kept the account and with her help added verbal passwords to the account. ( ) After, when I call XXXX again, the customer service told me that the investigation was declined. They think the purchase was done by ourselves. 
XX/XX/year> I am so mad, and go to the branch again. This time the banker help me upload a complain. And she helped us transfer to a new account number. However, it did not work. The complain department called us and give the same result they had before. I'm so angry about it, and they only say, there is no more they can help, let we figure it out on our own. I really don't understand and mad with this, what means there is no more they can help, I put my money on their bank, and that's how they protect my money? They say they have warnings us. I was curious how they warned us. there are only XXXX XXXX and something in my account, the transaction is XXXX XXXX dollars and I didn't receive any text to confirm if that was me! 
There is one other thing that I find very strange. As I mentioned earlier, on XX/XX/XXXX, I confirmed with a banker that do not send us a new card. And just this past week I received another card with my mom 's name on it, and I can't imagine what would happen if it was stolen again. And, I asked the banker who gave me the new account number again and she said she had no idea. I wondered if it was done by a banker work at the bank? why else would the bank send a new card without us knowing, when my mom 's account is protected by a verbal password, and this card do not have the same style image of card we chose at Branch! And untill today, I did not receive any letter from chase talking about the claim.