Consumer complaint received 2023-09-01
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:
Fraudulent Debit Card Transaction : On Sunday morning XXXX at XXXX ( pst ) I was awaken by email alerts on my phone. It was Chase bank notifying me that my balance of XXXX that I had checked before bed was now XXXX. I sprung out of bed and called my bank 's fraud department right away at XXXX and had my card and pin cancelled and claims opened. My debit card ending in XXXX was in my possession in my apartment in XXXX XXXX. Bank account activity showed five transactions overnight. Three times in XXXX XXXX XXXX  XXXX XXXX XXXXXXXX Ca XX/XX/XXXX minutes apart totaling {$690.00} and in twice at XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX minutes apart totaling {$190.00}. Grand total of amount stolen {$880.00}. I was reassured by Chase during my communications with them that I would be protected, but my claims where never filed correctly which made me call everyday since Sunday adjusting ATM fee 's and opening multiple duplicate claims and speaking with many different departments, escalation teams, and phone representatives with lots of confusion and sometimes unprofessional attitudes from their part. On Wednesday XX/XX/XXXX I called and followed up on my claim # XXXX for purchases made Three times in XXXX XXXX XXXX  XXXXXXXX XXXX XXXXXXXX Ca XX/XX/XXXX minutes apart totaling {$690.00} which I had to open two claims for because Chase Fraud representatives did not accurately report all fraudulent activity after being assured by them that I would receive a chargeback ... I never did. Chase Fraud then proceeds to tell me that within one day they have decided that the transactions are valid and my claim has been denied. That's the quickest decision ever made by the claims department within the years I have banked with them, but for a fraudulent transaction I'm baffled. Just last month I was issued a new card when I had an alert of an attempt on my card and I mentioned it wasn't me. My new dedit card I've had for maybe about a month. I ask why they came up with that decision and they mention my pin was used and a chip was entered so that proves it was me. You can see my previous transactions, you can see the moment I called them that this is clearly fraudulent. Why were some of my transactions that same night approved as fraudulent yet the other weren't? They say theres nothing they can do and I got very emotional after that and proceeded to cry during my entire work day 'cause that money was for my rent that Chase can see I do monthly through this account. My security has been breached Chase assured me falsely and let me down. I have no protection. I then proceed to visit a branch in XXXX CA and speak with Vice President and Branch Manager XXXX XXXX. NMLS ID : XXXX. XXXX proceeds to assist me and review my accounts. She notices this is clearly fraud and calls the same department I have been in contact with. For the next 20 mins XXXX debates with the fraud department and mentions " this is clearly fraud look at this customers previous transactions look at the area these transactions take place by her home address. '' Chase Fraud proceeds to tell her " a pin was use so it's valid '' She then mentions they should use " common sense '' to see my card was used in two cities in two gas stations minutes apart and with {$40.00} cash back for two transactions. She then mentions that they should be aware that cards and pins and information can be tampered now with todays technology and that me ( the customer ) is here in person wondering why Chase hasn't helped her? They proceed to repeat the same decision and XXXX is clearly irritated as well. She hangs up looks and me and mentions " you should file a police report if you can '' and apologizes for everything. 
I called Chase claims today XX/XX/XXXX to obtain information in writing about my claim that has the pin decision, but mention they " can not provide me with that as this is under investigation ''? I thought a decision was made?! I then mention I have a police report and they mention I should Fax that to them and I do right away. 
I am here to say the following : I did not make these purchases. I did not and have never shared any personal information regarding my account, card number, or pin. I was home all morning of XX/XX/XXXX. I have never visited these establishments. I did not authorize anyone to use my card information or physical card. I have attached PDF 's of supporting documentation and communications such as transaction details, emails, and phone calls. 
Thank you.

Company response to consumer: Closed with explanation