Consumer complaint received 2023-03-01
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
REF # : XXXX In regards to FRAUD on Chase account ending in XXXX Account holder XXXX XXXX This letter is in dispute of your decision not to help me reclaim money that was fraudulently stolen from me. 

Back in XX/XX/XXXX, I was driving to my home town of XXXX XXXX, CA when I received an text alert for suspicious activity and that my debit card charged an amount of {$170.00} for XXXX XXXX ( Screen shot attached ). This started all the fraud that Chase Fraud department has not been willing to help me with. 

I responded it was not me. I was send an automated message that my debt car was closed and a new one would be issues. 

While I was out of town for a family members baby shower, more fraudulent activities happened. Three charges for the same amount happened using the new card that was issues and automatically uploaded to a scammers XXXX XXXX account ( which I was not aware of ). Mind you I never had this card in hand because it hadnt even been shipped to me. 

While I was in XXXX XXXX, CA ; 500 miles away from XXXX XXXX, These are the three charges that happened in XXXX XXXX using a debit card that I had no access to. 
XXXX XXXX XXXX XX/XX/XXXX - {$240.00} XXXX XXXX XXXX XX/XX/XXXX - {$240.00} XXXX XXXX XXXX XX/XX/XXXX - {$240.00} TOTAL = {$740.00} I was not using that account while out of town because thought I had not access to it. So when I checked my account and seen the three charges, I immediately called and reported Fraud on my account again, while still out of town. Your team proceeded to cancel the NEW card issued and sent another one while I was still out of town. It then happened again and I did the same thing. ( WOW ) When I returned to XXXX I called and talked to one of your Fraud specialists who had explained that the debt cards we never closed, just cancelled, so when YOU kept sending me new debt cards it would upload to my digital wallet that was more than likely compromised. He reassured me that everything looked suspicious and I should have no issues. 

Weeks later I am going to pay bills and my account is significantly lower on funds. I check as they that Chase fraud department had reversed the charges and took the money back. I was told CHASE agreed that the charges I disputed were suspicious but because they were made in the geographical region that I live, I was denied a refund. 

I was very upset and frustrated and was advised to Fax proof to Chase Fraud Department that I was out of town during the times fraud was happening on my account ending in XXXX and I would have a response within 5-7 business days. 

On XX/XX/XXXX I faxed The Chase Fraud Department a letter of my explanation along with two different account statements that are mine, one being another joint Chase account that I have with my wife and the other a XXXX gas credit card. I highlighted all the charges, transaction and gas purchases made while on my trip that all indicated they were made outside of the XXXX XXXX area. 

I called back XX/XX/XXXX because I had not heard anything back. When spoke to another person from the fraud department, she claimed I never sent supporting documents, but after further looking into the matter she said she found them and said it would take another 5-7 business day from that date. Meanwhile my bills have been backing up and not paid due to this loss in money. 

On XX/XX/XXXX I called back to see if there was any result, I thought for sure Chase would help seeing that they had asked for documents showing I was out of town. After speaking to a representative they now said after further review they could not refund me because the fraud department showed that the purchased were made online, on a device using XXXX XXXX and because there was no change in the changes to the device during the time, they couldnt prove it wasnt me. 

I pleaded with them and said, One I dont even use XXXX XXXX and Two I wouldnt go through all these lengths, why would I spend {$240.00}, three different times at different places, my account has never shown activity like that. I also said I am a veteran and have been with Chase for a long time, I Im just seeking help to recover my money that was stolen. They basically told me that they couldnt help. 

So I then proceeded to ask if Chase can provide the XXXX name, email address and IP address of the device. I explained to them that I HAVE NEVER used XXXX XXXX  in my life and dont have it installed in any of my devices. I am not tech savvy but I figured they have access to see what was used, since it was the Chase Fraud department that told me the three charges being disputed were made from a XXXX XXXX account. 

I woke up today XX/XX/XXXX with a response from Chase : Dear Retail Claims Customer, We have received your request and reviewed your claim. Your claim is : Claim # : XXXX Claim Status : Closed Additional information : We have received your request and reviewed it. Unfortunately this is not something we are able to process. We apologize for the inconvenience. If you have any further questions please don't hesitate to reach out to us. Thank you for choosing Chase. Sincerely, The Retail Claims Team ( screen shot attached ). 

Id like to know how I can get help to recover the money that was stolen. {$740.00} for a XXXX veteran is a lot of money to be taken. I keep providing proof that the fraud department asks for and they keep changing the proof requirements. I even sent documents from XXXX showing that I my XXXX account has never had a XXXX XXXX  set up, I explained in my logical thinking that whoever scammed my debit card had it connected to their wallet and XXXX account, but chase wouldnt listen. 

I dont know who to ask for help, if my financial institution is treating me like a liar and wont help me. 

Please advise because I need this money, Im backed up on bills and in a bad situation. 

Thank you

Company response to consumer: Closed with explanation