Consumer complaint received 2018-10-30
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The Chase Customer Claims Department is refusing to refund the fraudulent charges on my account after numerous attempts to provide evidence to them. At this point, it is obvious that they are making this an extremely difficult task for me to get my funds back and have been " spinning there wheels '' at any attempt I make to work with them to prove that these charges were not done by me. I have included a detailed log of what has happened. 

9 total transactions on XX/XX/XXXX at XXXX XXXX XXXX XXXX # XXXX XXXX XXXX, CA Total charges = {$950.00} Fraudulent Charge Log XX/XX/2018Created claim with Chase Customer Claims Department after I was notified of fraudulent activity on my  checking account. I canceled the debit card ending in XXXX. 

XX/XX/2018 Chase gave me temporary credit of {$950.00} to my checking account while they conducted an investigation XX/XX/2018 Chase sent a letter dated XX/XX/2018 indicating that they are removing the temporary credit on my account and decided they do not require any correction XX/XX/2018 Chase reversed temporary credit from my account totaling {$950.00} XX/XX/2018 I called Chase Claims Department and was told that there is nothing that they can do and I can not dispute the decision. 

XX/XX/2018 I call XXXX XXXX XXXX XXXX # XXXX and speak to the store manager, XXXX. I attempt to set up a time to come view the video recording of the time of the 9 transactions to prove that it was not me. XXXX suggest I file a police report and have a police officer accompany me to view the videos. 

XX/XX/2018 Filed a police report with XXXX XXXX PD. Case # XXXX XX/XX/2018 Call Chase Claims Department to let them know I filed a Police Report and will be investigating the fraudulent use of my card. I was told that they do not take police reports into consideration for their investigations. I plead my case, mentioning that I was at work all day and was impossible for me to be at XXXX XXXX XXXX. 

XX/XX/2018 I faxed Chase a verification of employment and proof that I was at my employers office on XX/XX/2018 from XXXX XXXX. This letter was created and signed by my CFO.I was told that with this verification I can have my claim reopened. It will take up to 48 hours to process and an additional 3-5 days to investigate reopened claim. 

XX/XX/2018 I call XXXX XXXX customer service to open a claim. They ask for my card number that was used for the transactions to begin investigation. I do not have card number due to destroying it after it was used fraudulently on my account. 

XX/XX/2018 I visited my local Chase Branch in XXXX XXXX to retrieve my old card number after proving my identity in person. This was the card number used fraudulently. 

XX/XX/2018 - I called XXXX XXXX  customer service and provided my card number to them so they could pull the transaction history. This is the information that was provided to me : All transactions happened within 1-2 minutes of each other From roughly XXXX XXXX All transactions happened at register XXXX ( self-checkout ) The card was swiped the chip was not used XX/XX/2018 - I call the XXXX XXXX XXXX XXXX XXXX XXXX manager, XXXX, who told me they have surveillance on those machines and that he could show me footage of the person who used that register. He recommended I bring in the detective who will be handling my case, however, he told me if I can not get the detective to come he would show me the videos in the event that I may recognize the person using my card. 

XX/XX/2018 - I call into Chase for an update on the status of my claim. I am told my employment verification is still under investigation. I informed them I am moving forward with my Police investigation and once I get proof that it was not me, how would I report that to them. He told me to go to my local branch and present the information to a Banker. 

XX/XX/2018 - I call XXXX XXXX XXXX to confirm that the camera footage is still available back to XX/XX/XXXX. XXXX, store manager, confirmed that it will be stored back 2 months. XXXX took down my information and told me that XXXX from lost prevention will contact me and she may be able to send me the videos. 

XX/XX/2018 - Detective XXXX XXXX contacted me via email and asked questions regarding my case. 

XX/XX/2018 - I called Chase Customer Claims and was told my work verification was denied because it was a letter and not a legal document. I am on salary and do not have a punch in punch out document. They said this will not be sufficient evidence if I dont have punch in / punch out. 

XX/XX/2018 - I sent Detective XXXX the information about the transactions and the case Ive built so far. Ive also requested that once we prove that it was not me to help me report it to Chase. 

XX/XX/2018 - Detective XXXX sends me an email : XXXX, Good news Sir. I have the security footage from XXXX XXXX XXXX and compared the suspect on the footage to your DMV photo. I can say without a doubt, YOU ARE NOT THE ONE, who was making those charges on your card on the day in question, XX/XX/2018.  Hope this information can help you with CHASE. 

As I said before, I can not release any official Police report to the above information. Nor can I release the video footage to you or CHASE because this is an active criminal investigation. I can speak with a CHASE Law Enforcement representative/ liaison if they want to contact me about the above fact. Best of luck Sir. 

XX/XX/2018 - I visit my local branch and provide the banker with this email and other information about my case. He told me he would contact the claims department but historically they are not cooperative with the local branches and Act almost as a separate company. He told me they are mainly outsourced to other countries and he doesnt have much say in the matter. He will try his best to help me but did not sound confident he would be able to.

Company response to consumer: Closed with monetary relief