Consumer complaint received 2021-05-06
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021 my Chase Bank XXXX Account was used in an act of fraud whereby XXXX unauthorized transactions took place on my account, debiting {$1800.00} from my checking account. These transactions all took place at a XXXX XXXX in XXXX, which is approximately XXXX miles from my home. When I called XXXX, they initially helped and told me I was not responsible. We cancelled my debit card and within a few days the money was returned. Shortly after, they sent me a notice ( via message in my online banking profile ) stating that they reviewed my claim and determined the transactions were authorized and then they debited the money back out of my account. When I called them to ask why, they said that the transactions could have only happened if the person had my pin #. Because of that, they said it was authorized. I again told them that I NEVER authorized anyone to use my debit card, that my Debit Card was in XXXX with me ( at home ) and that those were not my charges. They refused to talk to me any further and denied the claim. I asked them why the Chase XXXX Dept. didn't pick up and give me an alert for XXXX transactions being done on my card within a few minutes over XXXX miles from my house. Isn't their fraud protection supposed to help their clients get alerted to such things? They again, said it was an authorized transaction and not considered fraud to them. However, if I use my debit card a mile from my house at a gas station, they send me a text asking if it's me. But they did not even pick up on XXXX transactions within a matter of minutes at a convenient store in the amount of {$1800.00}. To me, Chase was deficient in their responsibility to protect their customer. I did not authorize any transactions, I did not make these transactions and they failed to protect me. Further, it is my understanding that they are to provide me with information on how to appeal that process. They did not. They just sent me a denial with no clear reason on why it was denied ( other than saying it was an authorized transaction ) and no information on appealing the decision. I have spoken to several XXXX and they all continued to deny the claim. One person even accused me of trying to fraudulently make a claim. I just want my money back. Again, these transactions took place at a XXXX in XXXX, while I was at home in XXXX ( with my debit card in my purse ). Chase Bank/JP Morgan Chase did not protect me in accordance with the expectations presented to me when I chose to bank with them. Further, when whomever was committing this crime was trying to set up a digital wallet using my account, I got a text from Chase Bank with an activation code. I replied to the text that is wasn't me and that I did not add my card to a digital wallet. Chase did nothing! Whoever did this was able to set up a digital wallet using my account without Chase catching them.

Company response to consumer: Closed with explanation