Consumer complaint received 2023-04-13
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:
XX/XX/XXXX On XX/XX/XXXX, I received a notification that XXXX had charged me {$6.00} on my virtual Debit Card. The notification made me feel suspicious, so I opened my phone and looked under my virtual debit card and saw a total of 8 charges from XXXX in XXXX. There were 3 charges in XXXX, 3 charges in XXXX, and 2 charges in XXXX. 

The next day, XX/XX/XXXX, I checked my virtual debit card and clicked on the {$6.00} charge I received the previous day. When I clicked on that charge a notification stated to call this number if fraud was suspected. I called the number as stated under the notification I was informed to call XXXX Customer Support directly. I googled the XXXX Customer phone number. I called the XXXX Customer support number, and the representative investigated the charges and informed me that this has been going on for over 6 months. I was manipulated to download Any Desk app. I was instructed and assured the app was being used for coding to prevent this from happening again. Any Desk app made the access to XXXX XXXX and transactions of incremental amounts of XXXX. In addition, an account on XXXX was created and additional transactions were done. When I realized what had happened. I directly drove to chase Bank in XXXX XXXX to report the fraudulent transactions on my checking account. On the spot, I closed the checking account and debit account by the help from Chase XXXX XXXX. We contacted the fraudulent department who was going to investigate my claim. 

Police report was done to XXXX police on XX/XX/XXXX. Please see attached report. 

After 4-5 days, transactions one by one were paid back into my new bank account by Chase I was so relieved. However, I started to look back on old statements and noticed a few activities from XXXX back in XX/XX/XXXX. I called the number on the back of my chase card and reported the unrecognized transactions from XXXX. 
Now paranoid, I am checking my bank account twice a day. To my disbelief, 1 week after I reported my second claim, my Chase account indicated that Chase Bank had taken back all fraudulent transactions of XXXX that were reimbursed to me. 

XX/XX/XXXX at XXXX XXXX, I am back at the office of XXXX at the XXXX XXXX branch and asked XXXX to look into it. The branch manager XXXX got involved and gave XXXX access to the escalation team to review the claim. The manager told me to give the team 3 to 5 business days. 

XX/XX/XXXX, I received a phone call from the escalation team member telling me that the claim has been denied because it has been 60 days past due. I explained that XX/XX/XXXX is not 60 days ago. The representative said that the XXXX charges are and that is when the fraudulent charges started. 

I said, Wait, the two are not even related and 4 months later the charges are now from XXXX! 
I went back to Chase Bank in XXXX XXXX and spoke to the branch manager, XXXX. The response was, since the team had decided to not pay the claim, he couldnt do anything. He further explained that its like having my car broken into or my house. I said, I do have insurance for crimes like burglary- so what you are saying is that Chase Bank doesnt have any layers of protection? The manager said, I am sorry that you are a victim of fraud. 

I have been a customer of Chase Bank for 20 years and feeling my money is not in a safe place with the bank. As a customerI am not feeling protected by the bank. I just want my money back that was unauthorized and fraudulent transactions of XXXX XX/XX/XXXXXXXX XXXX

Company response to consumer: Closed with explanation