Consumer complaint received 2022-11-15
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:
I got a call from chase bank XX/XX/XXXX stating that someone tried to use my account to make a purchase in XXXX Georgia and wanted to know if it was me trying to make the purchase. I told them no it was not me and went through the proper channels of closing my account. This person who called had my first and last name account numbers address literally all of my information as well as the Chase bank information. Later in the day I checked my account and saw that close to {$1500.00} was removed from my secondary checking account from an ATM. I immediately called chase back the same day and reported it. I have NEVER taken money out of this account via ATM and this account has been active for over 7 years at this point. This account originally started as a savings account so it isn't linked to my bank card I can only access money from this account by transferring it from this account ( my secondary ) to my primary account. They claimed they never called me about the previous fraud charges. I spoke to a representative and he confirmed that I had been frauded and went through the necessary channels to put in my claim. I called them back several times after this on the XX/XX/XXXX, XX/XX/XXXX, and then again on XX/XX/XXXX to check the status of my claim to which they expedited a credit for my account. I asked them on every single call how it were possible for someone to remove funds from an ATM from my secondary account when if I went to the bank myself with my card I could not pull funds from an ATM from this account because this account is not able to be accessed in this way. They could not provide me with an answer and stated " Thats what they're investigating. '' I thought this was the end of it until I received a notification from my chase app today XX/XX/XXXX saying that the funds credited to my account had been removed again leaving my account balance in a place of concern for me. I immediately called chase again and literally spent the hours of XXXX trying to rectify this situation as I have OBVIOUSLY been frauded. Again I have had this account for over 7 years. I have never made an ATM transaction from it and this is literally my first time ever making any kinds of fraud claim on it. They could not provide me with any real information as to why they denied that this was fraud even though they told me my account had been added to someones XXXX XXXX that was not my own. I asked them again how it was possible multiple times for someone to use XXXX Pay to remove funds from an ATM from my secondary account when if I went to the bank myself with my card I could not pull funds from an ATM from this account because this account is not able to be accessed in this way. Nobody could provide me with any answers on this still. I am aware that I am protected from liability through Regulation E which makes the denial of the reimbursement of my funds even more strange. below I have attached bank statements dating back since I opened the account showing that I have never made an ATM withdrawal from this account as well as confirming that this was a savings account.

Company response to consumer: Closed with monetary relief