Consumer complaint received 2022-01-02
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Dates XX/XX/21 - physical debit card lost/stolen. 
XX/XX/21 - requested replacement card, informed by Chase bank that replacement was en route. 
XX/XX/21 - XX/XX/21 - physical lost/stolen debit card was used for a total of XXXX fraudulent transactions. 

Amounts XX/XX/21 - XXXX XXXXs {$30.00} XX/XX/21- XXXX XXXX {$4.00} XX/XX/21 - XXXX XXXX {$5.00} XX/XX/21 - XXXX XXXX XXXX {$6.00} XX/XX/21 - New York XXXX XXXX {$6.00} XX/XX/21 XXXX XXXX  XXXX {$13.00} XX/XX/21 - XXXX XXXX {$10.00} XX/XX/21 - XXXX XXXX {$84.00} XX/XX/21 - XXXX XXXX XXXX  {$62.00} XX/XX/21 - XXXX XXXX {$7.00} XX/XX/21 - SXXXX XXXXr {$38.00} XX/XX/21 - XXXX XXXX XXXX XXXX {$6.00} XX/XX/21 - XXXX XXXX XXXX XXXX {$8.00} XX/XX/21 - XXXX XXXX XXXX XXXX {$12.00} XX/XX/21 - XXXX XXXX XXXX XXXX XXXX$3.00} XX/XX/21 - AXXXX XXXX XXXX XXXXs {$12.00} XX/XX/21 - XXXX XXXX {$6.00} XX/XX/21 - XXXX XXXX {$6.00} XX/XX/21 - XXXX store XXXX {$6.00} XX/XX/21 - Z XXXX XXXX XXXXe {$43.00} XX/XX/21 - XXXX XXXX XXXX {$84.00} Total amount of fraudulent charges : {$450.00} Actions XX/XX/21 - First noticed XXXX fraudulent charges on checking account. 
XX/XX/21 - Went to local Chase branch ( XXXX XXXX XXXX, XXXX XXXX, NY XXXX ) to speak about reversing charges. A branch member informed me that because some of the charges were still pending, that I would have to return to the branch and submit a separate claim for the pending charges. While in the branch, the branch member and I were on the phone with Chase fraud department and was informed by the person on the phone that they were able to reverse all but one charge ( XX/XX/21 - XXXX XXXX XXXX {$84.00} ). I agreed to return the next day to submit another claim for the one charge. 
XX/XX/21 - Returned to my local Chase branch ( XXXX XXXX XXXX, XXXX XXXX, NY XXXX ) to have the claim for XXXX XXXX XXXX {$84.00} reversed. Branch member that I spoke to said everything was successful and I would be issued full credit for all 21 fraudulent charges. The refunds appeared on my account within XXXX hours. 
XX/XX/21 - Went to check bank statements and saw that all fraudulent charges that I had been originally refunded by Chase were now reversed and Chase had reapplied all the fraudulent charges to my account. 
XX/XX/21 - Called Chase fraud department and spoke to a specialist named XXXX, to inquire why the refunds were reversed by the bank. After some looking into my account, she informed me that while my branch had claimed that I would only have to submit one claim for all charges but one, that my branch had submitted duplicate claims for the same charges, and that the refunds for the fraudulent charges were now deemed invalid by the Chase fraud department. After asking why I was told differently by my local branch member, the fraud specialist on the phone informed me that an investigation would have to be submitted and looked into, and that I would have a final decision by the Chase fraud department in one business day. 
XX/XX/21 - Received XXXX separate letters from the Chase customer claims department informing me that the fraudulent charges were authorized, and that they had actually missed one reversal, and would proceed to remove {$5.00} ( XX/XX/21 XXXX XXXX ) from my account, even though the reversal for that charge was included in one of my letters for reason of reversal. They informed me that they would not be taking any further actions to help my fraud case, and that all original fraud charges were valid charges and they would not be reversing them again. 
XX/XX/21 - I went into another local Chase branch ( XXXX XXXX XXXX, XXXX XXXX, NY XXXX ) again, to inquire why the decision was made to reverse my refunded charges. We once again got on the phone with the Chase fraud department, and they informed the branch member that because the charges were made using the chip on the debit card, that it was Chase policy to not refund charges made using a chip. I proceeded to explain that I wasnt told that in the beginning, and that no branch member or fraud specialist that I had spoke to had mentioned that to me. Also, that because my physical card had been stolen, anyone would have been able to insert into a chip reader and bypass using a PIN by selecting a credit option to be ran by the card reader. Not to mention that most chip reader machines do not require debit card PINs.

Company response to consumer: Closed with explanation