Consumer complaint received 2018-04-13
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
OnXX/XX/XXXX I noticed in my account summary a request for replacement card fee and unauthorized mulitiple atm withdrawls totaling {$12000.00} dollars. I contacted chase that day and questioned who had requested a card replacement and if there was ever a card that was sent out I was told this was in error and that it would be cancelled. They then told me that a dispute form would have to be filed by me and then they would investigate the incident. On XX/XX/XXXX Some time later Once I received the form and sent this too chase they then made a determination that all the disputed withdrawls were valid. I spoke with someone at the claims department and was given as one of the determining factors in there decision was that there were no errors in inputting the PIN number during any of the withdrawls they then explained that if I wanted it to be reviewed further that they would need a police report but until that there would be no further investigation. 
I went to the police and acquired the police report and sent a copy too chase at which time they sent me a second decision that in their determination that the atm withdrawls were valid. I then spoke with someone at the claims department and was told one of the determining factors was that the transactions occurred in areas that I was known to travel along this was the explanation I was given and no other recourse in their judgement. 
I have requested too see or have them check the video of the areas where the withdrawls occurred, there response was that it doesnt matter that I could have sent someone and when I pressed them further they indicated that if I wanted too view the video that I should call the police and have them show me. 
There was never any type of notification alert sent to me about these withdrawls when the normal process is that I would receive a text message of transaction events this I believe might have something too with the request unauthorized card replacement request that I noticed on my account summary right after which these unauthorized atm withdrawls started occurring and a possible link to not receiving any text notifications. In my dealing with chase representatives they have not provided any information too shed light on any of these questions. 
Atm withdrawls normally have limits, but in a span of 3 days someone withdrew {$12000.00} without any notification sent to me, the explanation I was given is that it most likely occurred inside the bank atm which may has higher limits and so in a short span of time someone was able to do large withdrawls. Chase bank was unresponsive in my request to see video footage. I have a 20 yr history with chase In terms of my account with them I have never made any atm withdrawls during that period of time something which should have the sent off red flags for chase starting onXX/XX/XXXX the beginning of the atm withdrawls and ending onXX/XX/XXXX at which time they never sent me any notice of any of the activity.

Company response to consumer: Closed with explanation