Consumer complaint received 2023-02-06
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:
Please note that after one month of being a victim of fraud, Chase Bank finally refunded my money that was fraudulently withdrawn from my account. However, I feel it is important to notify the Consumer Financial Protection Bureau of what happened at my local Chase Bank, located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. The bank is aware of their customers/ATM users being victims of fraud yet have done nothing to alert their customers or ATM machine users. This is negligence. Here is my story. 
I was a victim of fraud on XX/XX/XXXX while using the Chase ATM machine on XXXX XXXX @ XXXX XXXX and I had a XXXX of a time reclaiming my $ $ $ that was fraudulently withdrawn. I went to the ATM on Friday, XX/XX/XXXX @ XXXX pm. I used the ATM on the right-hand side, inserted my card and it seemed like the transaction was processing. I removed my card, but then received a receipt that said, your transaction can not be completed at this time. My partner was waiting for me on the sidewalk, and there was a man next to him who had his debit card in his hand and who was pretending to be in line. When I turned around and said, this machine is not working, he said if you have a chip, you can use the tap function. I have never used the tap function @ the ATM before, so I tried it and it worked. I thanked him and went on my way. The next morning, I looked at my bank account and there were three transactions immediately after mine totaling {$940.00}. I knew right away that I was scammed by the man who told me to use the tap function. I promptly cancelled my debit card and filed a claim. The following Monday, XX/XX/XXXX, I went into the branch and reported this to the branch manager. She told me that she is well aware of this activity and that it is happening up and down XXXX XXXX. She can identify the three guys who stand out there on a regular basis. They tamper with the card reader ( they put glue in it so the machine can not read your card ) and then tell the user to try the tap function while they are either looking at you enter your PIN or one of their buddies is zooming in with his phone while you enter your pin. If they have your pin, they can continue to withdraw up to $ XXXX ( ATM LIMIT ) without having to re-tap your card which I find to be flawed technology. It is very frustrating that the bank blatantly knows their customers are being scammed and have no notices in their windows or communication to their customers who live in the vicinity of the bank. The bank states that the only way they can pull the video footage is with a police subpoena or if the fraud is over $ XXXX. 
I spent around 7 -8 hours in total disputing these fraudulent activities. My first claim, I submitted on XX/XX/23 was denied, my second claim submitted on XX/XX/23 was denied. I then filed a police report and the Branch Manager escalated my claim to the Executive Claims department. That third claim was also denied and they stated that they have no history of reported fraud on file of those ATM machines. I immediately went to the branch and told the manager that. She was quite upset as she stated she has reported it to her manager and the security/fraud department several times. She filed a new claim for me ( # 4 ) and that was finally approved in my favor on XX/XX/XXXX and the funds were returned to me as of today, XX/XX/XXXX. 
The tap function on these machines should be disabled until Chase can improve their technology and/or there should be warning signs in Chases bank windows alerting users to take precaution when using the machines and never, ever use the TAP function. I posted my story on XXXX  and six other people direct messaged me saying the same exact thing had happened to them and that Chase refuses to return their money. I hope that any victim of fraud gets their money returned as Chase is well aware of this problem and it is negligence on their part that the ATM machines are still operating.

Company response to consumer: Closed with explanation