Consumer complaint received 2022-02-25
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX Dear Consumer Financial Protection Bureau, I would like to file a complaint against JP Morgan Chase Bank in reference to my Debit Card Fraud Claims I made on XX/XX/21 under XXXX XXXX XXXX XXXX. My complaint is that someone claiming to be me contacted Chase Bank requesting a duplicate Debit Card and requested 2 PIN # which were sent out by Chase and used by this person. Unauthorized withdrawals totaling {$2000.00} were done at a Chase ATM in the middle of the night on XXXX. 
See Exhibit 1 page 1 and 3 On the same morning of XX/XX/21 Unauthorized debit purchases for casino Vouchers for {$9800.00} ( includes {$380.00} in ATM service fees ) were made at ATMs in XXXX XXXX XXXX XXXX XXXX between XXXX with the same Debit Card and PIN # that Chase provided to this person. 
See Exhibit 1 page 1 and 2 I contacted Chase before ( XXXX ) and during ( XXXX ) these purchases to notify the bank that these purchases were not authorized and to shut my card down. Chase allowed the purchases to continue even after I contacted them about these fraudulent purchases pleading with them to stop the purchases. My Phone records prove I made these calls. 
See Exhibit XXXX Chase has denied my Claims and appeals of Debit Card Fraud which I reported to them on XX/XX/21 not XX/XX/21 as Chase incorrectly states. Chase says someone had my Debit Card and PIN # ( which Chase sent out to them ) and they were used in XXXX Florida so they are authorized purchases. 
See Exhibit XXXX page XXXX and XXXX On the same morning of XX/XX/21 I contacted the XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX and the XXXX Police to advise them of the fraudulent use of a duplicate debit card at their Casino. The Casino security has video showing I was not the one using the duplicate debit card in the casino and they voided the vouchers worth {$9500.00} so they could not be used at the Casino machines or cashed. The Casino has filed a dispute with the ATM company named XXXX XXXX that owns the ATM machines in the Casino to try and help me get my money back since Chase has made no effort to get my money back. Currently I have XXXX ( includes {$380.00} in ATM Service Fees ) sitting with the XXXX ATM company based in XXXX XXXX and Chase has done nothing to resolve it. 
Please see Exhibit XXXX page XXXX and XXXX There is a open Criminal investigation being done by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Case # XXXX. For months Chase bank has not provided the Detective with the subpoenaed video at the Chase ATM, any IP addresses or Phone records used to contact Chase by the person requesting the duplicate Debit Card or PIN # s. The Detective has seen the video of the person using the Debit Card in the Casino and has told Chase that I am a victim along with other Chase customers he is investigating for similar fraud. 

Please see the below events listed in chronological order XX/XX/XXXX XXXX Someone other than me made a phone call to Chase requesting an expedited Debit Card to replace my card. Chase says they sent the card to my address but I did not get one and do not have a photo from the Post Office showing it was sent to my house. I had my card in my possession and did not order a new one. 
XXXX XXXX I received a PIN # in the mail from Chase and have a post office photo of it. This was XXXX  weekend and I did not open the envelope at the time as I thought it was promotional marketing mail. It turned out to be the same PIN # I have always had and did not understand why they would send me the same PIN #. See Exhibit XXXX XXXX Apparently Chase was contacted again and another PIN # was mailed to my address however I did not receive this one but I have a United Postal Service email showing a photo of the envelope delivered. This must have been intercepted by the person that ordered the duplicate card as the card was used on this day. See Exhibit XXXX XXXX - XXXX XXXX account records show that someone accessed my Chase Account online and changed my password. 
XXXX - XXXX they withdrew {$200.00} and then {$800.00} from the Chase ATM XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX XXXX See Exhibit XXXX page XXXX and XXXX XXXX XXXX They waited until after midnight to access the next business daily withdrawal limit and withdrew another {$200.00} and {$800.00} from the Chase ATM at the same location. See Exhibit XXXX page XXXX and XXXX XXXX XXXX XXXX or XXXX Someone transferred {$10000.00} from my Chase Business Savings to my Business Checking. Looking online at my Chase account, it shows the same device that changed my ATM password, accessed my business accounts. See Exhibit XXXX page XXXX At XXXX there was a {$2000.00} Debit Card Transaction at XXXX XXXX XXXX XXXX which was Declined by Fraud. 
At XXXX they accessed my Chase Account again online and added a phone number ( XXXX ) as a secondary contact number. The detective says this phone # has been used to access many other Chase accounts XXXX times. 
At XXXX I called the Chase Customer Service phone # XXXX on the back of my Debit Card which I had in my possession. I told them I was receiving push notifications of ATM transactions that were not mine and to cancel the card. After a 22 minute conversation I was being transferred to the Fraud Dept. when I was disconnected. Please see my phone records proving I made the call. See Exhibit XXXX At XXXX a {$2000.00} Debit Card Transaction XXXX which is the XXXX XXXX XXXX XXXX was approved even after I called them about the unauthorized purchases. See Exhibit XXXX page XXXX At XXXX I called Chase back telling them that there was a debit card purchase that just occurred which was not authorized by me and at this time I spoke with Fraud for 23 minutes pleading with them to cancel my card. Please see my phone records proving I was on the phone with Chase before all of the following transactions. See Exhibit XXXX At XXXX another {$2000.00} Debit Card Transaction at XXXX XXXX XXXX XXXX was approved by Chase while I was on the phone with Chase XXXX See Exhibit XXXX page XXXX At XXXX another {$2000.00} Debit Card Transaction at XXXX XXXX XXXX XXXX was approved by Chase while I was on the phone with Chase XXXX See Exhibit XXXX page XXXX At XXXX another {$2000.00} Debit Card Transaction at XXXX XXXX XXXX XXXX was approved by Chase . See Exhibit XXXX page XXXX At XXXX another {$1500.00} Debit Card Transaction at XXXX XXXX XXXX XXXX was approved by Chase XXXX See Exhibit XXXX page XXXX Records show at XXXX someone accessed my Chase Account again but not sure what they were attempting. 
The Device used to access my account was an XXXX XXXX using XXXX to access Chase.com, the phone # XXXX ( which I googled and it appears to be a T-mobile ) and it was added to my account I presume on XXXX at XXXX. 
XX/XX/XXXX XXXX I visited a Chase Branch to close the compromised business accounts and handed them my debit card to destroy. 
XX/XX/XXXX XXXX I filed a Fraud report with the XXXX XXXX XXXX XXXX XXXX . 
XX/XX/XXXX XXXX I drove to the Casino to meet with the Security and Cashier of the XXXX XXXX XXXX and filed a fraud report with the XXXX XXXX Police . They confirmed the Vouchers were Voided and could not be used and Security would be notified if someone did try to use them. 
On XX/XX/XXXX and XXXX I received notice that Chase denied my Fraud Claim Appeals. Chase says their investigation does not involve looking at video, checking phone records, talking to police, contacting companies involved or consider customers past behaviors etc. See Exhibit XXXX pg. XXXX and XXXX I appreciate your assistance in this matter and please contact me for any other additional information. I am looking to recover my {$9800.00} from the ATM company XXXX and I feel I should get my {$2000.00} ATM CHASE Bank withdrawals back since Chase provided someone with a duplicate debit card and a PIN # that I did not ask for and I notified Chase in a timely manner. 
XXXX XXXX

Company response to consumer: Closed with monetary relief