Consumer complaint received 2023-08-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The issue is with Chase checking and savings accounts and fraudulent withdrawals from two accounts. 

XX/XX/2023 : I received a call from the Chase branch in XXXX, IL indicating that there was a suspected fraudulent charge being attempted on my main checking account at a XXXX XXXX in Arizona ( with my card ending in XXXX ). I let them know that that was not me and they said they would decline the charge. As I was on the phone I googled the phone # and it was the Chase Branch in XXXX, IL. I also went into my account on the Chase app on my phone and reviewed the account and let them know that there were two smaller items that I did not recognize. They said they would review those as well. They sent me a " push '' through the Chase app and advised that they were changing my pin #. I advised that I did not want the pin # changed and requested that they send me a new card instead. They said they would do that right away. ( I've attached a PDF w/the screen print from my phone of the incoming phone call, the XXXX search XXXX and the reference on my checking account for the replacement card ). 

XXXXXXXX  : I went in to review my accounts to make sure there were no additional items that I did not recognize. That is when I noticed that on XX/XX/2023 {$460.00} was taken from a second checking account that I have and that {$3500.00} was taken from my savings account. ( These withdrawals are also included on the attached PDF ) XX/XX/2023 : I filed the first claim with the Chase Fraud Team. They indicated that a new card was not requested and that a replacement card was sent ( for card ending in XXXX ). I had not received that card and it was on this day that they cancelled card XXXX and issued a new card was issued. 

XX/XX/2023 : I was notified that my claim had been denied because the withdrawals were made at an ATM w/a pin. I again informed them that I did not make the withdrawals and that I had the card in my hand. I asked them to review the video from the branch/ATM and they indicated that I would need to get a subpoena which would require me to file a police report. 

XX/XX/2023 : I went into the Chase branch in XXXX, IL. I ended up speaking with XXXX XXXX ( VP/Branch Manager ). She initially indicated that there was nothing that she could do at the branch, but was able to determine that the phone call on XX/XX/2023 did not originate from their branch. I was very upset and she called the Claims team and spoke with a manager. She advised that the manager in the Claims dept was able to determine that a duplicate copy of my card ending in XXXX was mailed to an address ( rushed I believe was the word she used ) that is not my home address. They would not provide the address to me when I asked. She indicated that based on this information, they would file a new claim. 

XX/XX/2023 : All of the withdrawals from the savings account were reversed. ( Copy included in the PDF ) XX/XX/2023 : I received a notification from Chase that the claim was once again denied ( for the checking ) and that they would be removing the {$460.00} from my account on or before XX/XX/2023. I have not yet received anything related to the savings account, but am afraid that if the checking claim was denied, that the savings will soon follow. 

XX/XX/2023 : I called the Chase claims dept and was once again told that the claim was denied because the card and the pin # were used. I again explained the situation ( as described above ). I asked what research they actually did. XXXX ( the person I spoke to in the Claims dept ) was not able to provide any specifics. I asked why Chase would not immediately review the video from the branch, as this seems like the most logical and bare minimum they could do in their " research ''. She once again told me the only way to get the video is to file a police report. 

Additional Notes : 1. I have never in the history of having these accounts used my debit card or taken any ATM withdrawals. I only use the card on my main checking. 

2. The number of withdrawals from my savings account was XXXX. XXXX separate withdrawals totaling {$3500.00}.

Company response to consumer: Closed with monetary relief