Consumer complaint received 2023-09-11
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX : Received a call from Chase Bank ( per caller ID ) requesting verification of fraudulent activity on my account. I was in the middle of work, but because we were about to leave for an extended business trip/vacation I took the call and advised the caller the transactions they asked about were not authorized. 
Moments after the call something didnt feel right, I called the same # back and reached Chase customer service. The representative, who sounded just like the person who called me, said she did not see a record of the previous call and assured me that there was no evidence of fraud on my accounts. 

XX/XX/XXXX : After work, I checked my accounts and discovered over {$7400.00} had been withdrawn without my knowledge or authorization -- through a series of ATM withdrawals and over twenty-five ( 25 ) consecutive transactions by some entity Ive never dealt with before. 
I called Chase immediately, advised them of the fraud and initiated claims on all three accounts. 

XX/XX/XXXX : Chase advised us the claim was denied, asserting the withdrawals were either made or authorized by me. 

XX/XX/XXXX : I disputed Chases findings, affirmed that none of those transactions were authorized and requested the case be elevated for managerial review. I also requested the details they used in reaching their decision ( as offered in their denial letter ) and filed a complaint with the CFPB. 

XX/XX/XXXX : Chase affirmed ( via letter ) denial of my claim and removal of the temporary credit of {$2800.00} ( putting my account in the negative ). 

XX/XX/XXXX : Chases reply ( via online message center ) to my dispute was simply to indicate they would not re-evaluate the claim unless/until I submit new information while ignoring my request for the information they used to make their determination. 

XX/XX/XXXX : Chase ( via letter ) agreed one of the claims ( the smaller one ) was fraud, returned our money and closed that file. 

Since then Chase executive office conducted an investigation with the CFPB and claim number XXXX and closed the investigation on XX/XX/XXXX saying there was no change to their findings. They were investigating accounts ending in XXXX, XXXX, XXXX. 

I am requesting they reopen the investigation as my debit card and pin were stolen and used at a local ATM with drawling all of my money within XXXX mins in a span of XXXX days. I have filed a police report # XXXX and am requesting them to pull up the ATM footage of the time the crime was committed. 

I dont know who stole my information but I was called by a local Chase Branch on Wednesday XX/XX/XXXX telling me my card had fraud and they were going to cancel it. I confirmed and verified it was me and the information they had and thought my card was cancelled from that phone call. 

On XX/XX/XXXX @ XXXX I received a text message from Chase Fraud asking if I attempted a withdrawal of {$260.00} and I said NO they then closed my card. I went on my account and saw that {$7400.00} was stolen from 2 checking accounts and two savings accounts. I called chase fraud immediately. They started an investigation that was then closed within a week. Thats when I filed with the CFPB which their investigation was closed with no changes on XX/XX/XXXX. 

I have spoken with the Attorney General of Arizona personally about this and she said this fraud should never be able to happen and Chase is 100 % liable for refunding those fraud transactions. 

I will not stop pursuing this investigation until all of the funds are refunded back to me.

Company response to consumer: Closed with explanation