Consumer complaint received 2023-05-19
Company: JPMORGAN CHASE & CO.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Back in late 2019 I filed this complaint with CFPB : Claim # XXXX " On XX/XX/2019, a charge was made at XXXX XXXX XXXX in XXXX XXXX XXXX Florida XXXX for an amount of XXXX  US . The transaction was not approved by me and the method used was chip and pin. My car was not stolen from me and was in my possession when the charge was made. When I checked my statements about a week later and saw the charge I instantly contacted chase bank, to let them know that the charge was fraudulent and submitted a claim for that charge. Initially, my claim was approved but after further internal investigation they denied the claim saying that the charge was made via chip and pin thus it had to be me. Since It was not me, I went ahead and filed a police report for this charge to get my money back as advised by one of chase claims experts. Upon submitting the police report, the department investigated the charge and would confirm to me that the charge was not made by me. This is actually when the horror began. I called up chase to tell them about the updates and submit the police report. I was harassed for 3 days by 5 different 'experts ' who would each tell me different things and told me there was nothing chase could do about it since the claim had already been internally investigated and shut down. They said they can not accept a police report as a proof. Finally after returning to the police department where CSO XXXX XXXX spent hours trying to help me on call with chase, they gave us a special police line number. When we called on that, we were told that the police report would be accepted as a form of proof. About a week after submitting the police report, I called up for a follow up and the chase expert told me that the claim had been denied again as they can not accept the police report as proof that the charge was not made nor approved by me. She used the words 'sorry sir, we have run out of ideas, you should just move on with it as the transaction was made by you. ' Ive spent XXXX hours trying to talk to someone at chase and its truly dumbfounded me that they can not accept a police report as a proof and keep asking me to go to XXXX to dispute the charge with the merchant. The merchant tells me they can not do anything about it and I should dispute it with me card issuer, the card issuer tells me they can not accept the police report and I should go to the merchant. I've been stuck in this loop for a long time and that XXXX $ was essential for me to pay rent and without that I've had to resort to borrowing money for daily tasks. '' Chase bank responded saying that the transaction was authorized since it was made with a chip and pin transaction in a zip code I regularly shop at, and that it is impossible to steal info or clone a chip card. Since then, multiple articles have shown how scammers can steal chip data, put it on a magnetic strip card and bypass the chip and pin protection. I did not buy anything from XXXX on that day, and certainly not for that high of an amount. The police confirmed that it was someone else and not me who made the transaction, but chase bank would not accept the police report as proof of theft and maintain that the chip and pin transaction make it authorized. I'm asking CFPB to please help me in getting my funds back. 

https : XXXX # : ~ : XXXX % XXXX % XXXX % XXXX % XXXX, to % XXXX % XXXX % XXXX % XXXX. 

A link showing that chip and pin can be cloned. Please help me. I've attached the police reports again too.

Company response to consumer: Closed with explanation