Consumer complaint received 2019-03-21
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My debit card and credit card were stolen and several unauthorized charges were made using my card. I contacted Chase Bank and told them about my situation and filed a fraud claim. They put a temporary credit for the fraudulent charges back into my account while they further investigated the situation. A few days later, the temporary charges were reversed and I received a letter stating that they ( Chase ) denied my claim and that these charges were not fraudulent. I believe my claim was wrongly denied. I am a victim of identity theft and these were fraudulent charges, I am writing today to appeal my fraud dispute. There were several fraudulent charges on my Chase savings account of withdrawals on XX/XX/18 of {$11.00}, {$120.00}, and {$80.00}. As well as on XX/XX/18 of {$10.00}, {$300.00}, {$34.00}, {$7.00}, and {$34.00}. I did not make or authorize these charges. A temporary credit was added back into my account shortly on XX/XX/18 while my case was further investigated and then the temporary credit was reversed and once again taken out of my account. I received an email from Chase stating that after investigating my claim it has been decided that the disputed charges on my account were not fraudulent. Their proof or reason for believing this to be true is because the charges were made using a chip reader therefore someone physically had my card in their hands, and a pin was entered correctly the first time, no incorrect attempts made. I had already previously explained in my dispute both of the reasons these occurred before the investigation had started. Once again, I was a victim of a robbery. My card was not in my possession at the time of these charges. It is mandatory that I keep my personal belongings phone, wallet, purse, credit cards, etc. in my car or at home while I am at work. My car was broken into and everything was stolen from me My phone, wallet, purse, credit cards, ect. My wallet was stolen which had my Chase debit card in it. Someone else had my physical Chase debit card in their hands at the atm when making all these purchases/withdrawals. This was a very new card to me this is now the second time I have been robbed, at the time with a new PIN number, I was having trouble remembering my new PIN as I suffer from short-term memory and very frequent XXXX. Between the combination of it being new information for me to remember and having a XXXX XXXX, I wrote the PIN number down to remind me. I had my PIN number, as well as social security number and other important personal information, written down on a small piece of paper tucked away in my wallet, which once again, was stolen out of my possession. 
Another supporting argument to back up my defense is my debit card had no money on it at the time this had happened. Someone used my card without knowing the balance therefore overdrawing my account making it negative and causing unwanted fees. I was not using my debit card previously to this happening because I knew my account had no/extremely little money in it. 
I have talked to the fraud department as well as chase bank representatives several times, and they were not able to do anything for me except repeatedly tell me why my dispute was denied and apologize so I am writing today to begin the appeal process. 
Thank you for your time. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief