Consumer complaint received 2022-12-16
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:
At around XXXX, on XX/XX/2022, I went to make a withdrawal of {$80.00} to the Chase Bank XXXX at XXXX XXXX XXXX XXXX XXXX XXXX 

I walked up to the branch 's own ATM and inserted my debit card. For some reason, the ATM would ERROR out whenever I inserted my card. The screen would say something like 'Could not complete. Please try again '. This had never happened to me before. I tried a few more times by re-inserting the card in order to begin the transaction again but no luck. 

A couple on the ATM to my right seemed to also be struggling. That is when a man, about XXXX XXXX XXXX, approached us and appearing to be a 'Good Samaritan ', said : " Oh hey, these ones work if you scan your card on the RFID reader ''. 

So both the couple on the other ATM and I tried it, and it worked! The ATM allowed us to access the terminal and withdraw money without the ERROR flashing on the screen. We were all very thankful to the mystery good samaritan. 

I went ahead and successfully withdrew my {$80.00} and left. 

A few days later, I logged in to my bank account online and noticed someone had withdrawn right after me, on the date of the incident ( XXXX XXXX, 2022 ), in the following amounts in order : - {$200.00} - {$200.00} - {$200.00} - {$200.00} - {$100.00} - {$20.00}, for a total of {$920.00} worth of fraudulent transactions. 

The suspect withdrew the MAX withdrawal limit left on my account. I include a screenshot of the withdrawals shown on my account- the withdrawal pattern obviously indicates a scammer attempting to recklessly liquidate my account! 

On XX/XX/2022, I filed a fraud claim directly with Chase by calling the Chase Fraud hotline, following the advice of one of the regional bank managers. Chase issued the {$920.00} as credit back, while they verified the claim, to me which was nice. I thought I would never hear about the claim, given the egregious nature of the fraud, again and was very happy. 

On XX/XX/2022, Chase rejected my claim and reverted the {$920.00} credit they had extended to me. 

I called Chase again and asked why this was the case? The transactions amounting to {$920.00} were obviously fraudulent transactions in which a thief had stolen funds from their own bank branch 's ATM! 

The Chase agent said that what I was stating in my claim was " impossible '' and that I would need to produce more evidence to support my claim. I asked why they couldn't just verify my claim using the XXXX footage from their own bank branch. The agent continually evaded the question by replying that I need to have more evidence of the fraud. Well, given the nature of the situation, the evidence is the XXXX footage you own yourself! I don't personally understand why they don't just get their security team to verify the XXXX footage. The XXXX footage, of which they are complete owners, would verify this report made to be 100 % truthful. 

But Chase did NOT want to look at the XXXX footage. 

In order to follow-up on the issue, I visited the Chase bank located in XXXX XXXX XXXX Financial District . I don't remember the bankers name, but she tried helping by appealing the case. She called the fraud team herself. The team 's response to her was again that I needed to produce more evidence to support my claim, otherwise it would remain closed. So the banker told me something that would be helpful as a next step for me is to file a police report. 

So I filed a police report with the XXXX. That report 's case # is available if needed. 

I went back again to the Chase bank branch in XXXX and met with a new banker. His name was XXXX. He was very empathetic with my case and really went above and beyond trying to get this matter to be resolved. He once again was on multiple calls with the Chase fraud team. He informed them I had come in to the branch with a filed police report with the intention of getting Chase to re-open the claim and re-assess. The team asked him to fax the report in. So he did, and then XXXX set a new meeting with me a few days after that ( the meeting was scheduled for Wednesday, XX/XX/XXXX ) in order for us to follow up together. 

I came in a few days later on the XXXX to meet XXXX. I reminded him about my case and he remembered me and the context of the case well. He called the Chase fraud team once again, asking for an update on the claim now that the report had been faxed to them a few days prior. 

The Chase XXXX XXXX told him that they would not re-open the claim because " given the filing of a police report, this claim is out of our hands. '' I'm not sure I understand why that is the case. They have the direct power to solve this case flat out by just making the XXXX footage on the date of the incident available. 

All in all, XXXX got nowhere in helping me re-open the claim so that the Chase fraud team could re-visit it and hopefully just look at the XXXX footage, see the obvious fraud taking place, and issue me the credit back. 

All in all, this process has been exhausting and extremely time-consuming. Chase has shown a level of negligence and complete customer disregard every step of the way. The fact that they asked me to produce a piece of evidence to them, and then used the fact that I had submitted that evidence against me is crazy. 

This fraud happened on their watch, at their very own branch location. This fraud can be exposed completely by the XXXX footage in their possession. 

I am now turning to the CFPB for help as I feel completely defrauded by both the criminal and by Chase themselves.

Company response to consumer: Closed with monetary relief