Consumer complaint received 2023-10-04
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My account was apparently compromised on XXXX XXXX XXXX I received a call from Chase questioning a suspicious purchase which i denied. They ended up closing that card and provided information that a new one would be sent. I did receive this. 
On XX/XX/XXXX, i got a call from a XXXX number and the person identified themselves as XXXX an employee with chase bank XXXX He stated that he wanted to follow up on my recent fraud and wanted to make sure that i got my new card. He reported that there were some transactions on another account of mine that were attempted in Florida. He questioned whether or not i was authorizing these and i declined. He stated that they would need to close this account and again send me a new card. He recommended that i change my user ID and password and also change my PIN number. He stated that he would provide me with a new temporary pin to use to activate my new card which i should get in the next few business days. He asked for my old pin to verify and i provided this. He reported that they were adding 3 months of extra protection and monitoring to all of my Chase accounts and that he was assigned to this and would also be following up with me in the next few days to assure i got the new card. He called again on XX/XX/XXXX. He wanted to see if i got the new card, i said no. He requested to verify my identity and said it would be getting a text from Chase with a requested code. I got this which was under the same text chain from Chase Bank in XXXX XXXX XXXX. I gave this code to him. He reported that they were verifying all of my accounts and that i should be getting another request from chase for verification. I got a message from the Bank asking if was authorizing a {$7500.00} charge. I pushed decline and i read to him what i got on the notification. He reported that i needed to respond yes to this as it was a reverse transaction and this was a required step to verify and secure my accounts. I got a second code text from him and i again provided the code and then another request to authorize {$300.00}. i believe i got a third verification text number as well. I pushed approve. I was on hold quite a bit during this time and was checking my accounts when i noted a {$7500.00} withdrawl from my personal checking and another from my other checking account for {$7500.00}. I questioned this and he stated that this was a temporary withdrawl and it would be refunded shortly. He assured me this would be taken care of and that his supervisor would get on the line and confirm. A girl named XXXX got on the line and assured me these funds should be repopulated in my account within 20 minutes and that she would call me back to assure this was done. I was on my way home from picking my child up from school and when i got home, i looked at my accounts and noticed 3 charges to XXXX and an atm withdrawl from my savings account as well. I also noted a card replacement fee from the XXXX that was listed as well. I immediately called Chase to report this as fraud. They were able to take my claim for the atm withdrawl and the XXXX charges via phone but stated that the others would have to be filled at a branch location. I was told my account was accessed in XXXX XXXXXXXX where i do not live. I made an appointment for XX/XX/XXXX at my local chase branch. I met with a representative there and filed the affidavit for the additional XXXX claims with him. These were faxed from the branch. I closed all my accounts and opened new ones. I requested new cards. filed a police report on XX/XX/XXXX as well. 
I received notification of a temporary credit for the XXXX charged and my atm withdrawl the following week. I later got a credit for XXXX of the XXXX charges. 
I called to check on the remaining claims and was told i would need to handle this in the branch location so i made another appointment on the XXXX. They re-sent the same affidavit for the other {$7500.00} claim. I called in on the XXXX to check the status and was told to call back on Monday if i had not heard anything. 
I received a letter online on XX/XX/XXXX denying my claim for the three XXXX transactions. I called again on XX/XX/XXXX to check the status of the other {$7500.00} claim and was told they could not provide information and that i would have to go to the branch. I made another appointment on XX/XX/XXXX. At this visit, i spoke with a claims representative about the XXXX claim denials. He stated that because i provided my pin they could not reimburse me. I referenced the Regulation E and was told this would not fit under that. I asked to speak with his supervisior who essentially told me the same thing. I asked for written documentation supporting this decision and was told they could only provide the denial letter. 
I then tried to get more information on the pending {$7500.00} claim and was not provided with any information after an hour and a half. The banker stated she would try to escalate this to get more information. 
At this point i recieved reimbursement for the ATM transaction for {$500.00} from my savings account and the {$5.00} card replacement fee. 
I also have one of the {$7500.00} reimbursements but not documentation about whether this is finalized. 
I would like to appeal the XXXX XXXX transactions for {$1000.00} each but was not given an opportunity to do so or any written documentation as to the decision making for this. 
I have one {$7500.00} claim pending with no information on the status etc. when this was originally filed on XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief