Consumer complaint received 2023-04-15
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I received a Chase text fraud alert asking if I attempted a {$1000.00} withdrawal on XX/XX/XXXX with my ATM card. I replied no and Chase replied with a text stating they will close my card and send me a new card. On XX/XX/XXXX, I reported to Chase fraud and filed a dispute two transactions of {$1000.00} each deducted from my savings account on XX/XX/XXXX with the closed card. I received a denial notice on XX/XX/XXXX finding the transactions were authorized. I contact Chase claims department and filed an appeal and asked how can the transactions be authorized if I responded on the fraud alert text the transaction was not authorized and how can are these transactions processed after the card was supposedly closed on XX/XX/XXXX in response to the fraud alert. Chase customer service rep confirmed the ATM in question was closed on XX/XX/XXXX. I also offered to provide a screenshot of the original Chase fraud alert text, but was told the investigation team will contact me if needed. I received a denial notice on XX/XX/XXXX with the same language as the initial denial notice. I contacted Chase and spoke to a claims supervisor and filed another appeal which was denied in less than 48 hours. I was advised the basis for the denials was no new devices added to profile, no indication of how PIN got compromised, and no aggressive attempts to log in. I was given conflicting information such as my card info was enrolled in XXXX XXXX  on an XXXX phone, which I confirmed I have an XXXX and never owned an XXXX  device and I do not use XXXX XXXX. They also said the transactions were initiated in Virginia, I confirmed I reside in XXXX  XXXX and did not travel out of state at the time of the transactions. I was also told the transactions were initiated from an phone that I am not familiar and I confirmed I have owned the same cell # for over 10 years. I asked the agent to provide with documents Chase used as the basis for their decision, which the denial notices state I have a right to request as well as regulation 1005.11. The Chase agent said the will send me a letter but refused to provide any documentation they used for their investigation. I asked the agent how can the investigations only take less than 48 hours to make a determination and I was never contacted for details. I offered to provide documentation from my cell provider to verify I do not own any XXXX  device and no change in phone #. I also offered to provide a copy of the Chase fraud alert text, but they did not ask for it. I kept getting the run around and conflicting information. They would not provide me an answer to why the transactions was processed after Chase closed the ATM card. I went to a local branch to ask for help and show them the original fraud alert still on my phone and was told there is nothing they can do. They would not allow access to the investigation team to find specifically how they came to their decision.

Company response to consumer: Closed with explanation