Consumer complaint received 2021-02-03
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am sending this because I am at the end of my rope. I have been unable to make any progress with my financial institution Chase Bank. You are my last hope. 
On the evening of XXXX XXXX close to XXXX XXXX I was waiting in my car and on my Chase app and I noticed non chase atm withdrawel charges that occured that evening that I did not make. I looked in my wallet and discovered my debit card was missing. I am XXXX my XXXX  and XXXX are XXXX  and I need help with driving and running errands. So the person that I believe made these transactions, XXXX XXXX, had been helping me a few days that month driving and running errands like this evening. I looked for him and the XXXX XXXX said he must have left. I explained to him what I had discovered on the Chase app and the security guard began to help me look for my debit card but we could not find it. I was making calls to figure out what was going on and then the security guard who's name is XXXX from the establishment XXXX said XXXX XXXX had been back by their atm. When XXXX XXXX came out and I explained that my debit card was missing he began to look for and " found it '' on my seat after the security guard and I looked and it was not there. I then relized my account had been compromized. On the way home XXXX acted nervous and left without even saying goodbye. 
Once home I called the Chase Fraud department at XXXX XXXX XXXX XXXX and they canceled my card and told me to call the Chase Claims department during business hours. The next morning on XX/XX/XXXX XXXX I called the Claims department at XXXX XXXX XXXX XXXX and they got all of the information from me and advised me to make a police report. I filed a police report and Chase determined that they would return the money to my account and they did, for awhile. 
On XX/XX/XXXX my balance was lower than it should be. I went on my Chase app to discover the money Chase had retuned to me was reversed. I called the Claims department back and they said I had given my pin # to XXXX XXXX. I told them I never gave him or anyone for that matter my pin number. Criminals steal peoples identiy all the time Im not sure how he got my pin. I just know not from me. They said they closed the case and they had a recording of me saying I wrote down my pin for him. I never said that and asked them to please play the recording of me saying that. They could not or would not do so. I said I know because it never happened if you have this recording lets hear it. Over the next week I spoke with supervisers at my branch to get this resolved and they would not give my money back They never took my police report. I met with XXXX XXXX at my local branch. I also met with the branch manager XXXX to try and resolve this and they were unable to and were surprised at the Claims decision on the matter. The establishments where these charges occured had security footage and the security guard as a witness and the Chase fraud department never even followed up with the detective that was assigned the case, XXXX XXXX at XXXX and they still would not return my money. I have enclosed reports with their information. I then got it assigned to reopen the claim with XXXX XXXX XXXX and it was assigned to XXXX XXXX at XXXX XXXX XXXX XXXX ex XXXX and the caim number is XXXX. She could not get it reopened by the claims department and advised me to write Chase XXXX XXXX at XXXX XXXX XXXX XXXX Ohio XXXX she would not provide me with a phone number or email to contact. So I have now turned to you for help. I have enclosed the police report and bank transactions they have the dates amounts and times on them total amount is XXXX plus additonal bank fees in addition to XXXX These documents have more information included in them. I cant beleive they would rather let a criminal have my money than me their long time customer who earned it. I chose Chase after my divorce over three years ago based on their reputation with customer service and fraud prevention. They have let me down. This has caused me so many problems because they did not inform me when they took the money out of my account. I have been a long time customer with very good standing. Apparently they do not value their customers. Please feel free to contact me anytime if you need more information XXXX XXXX XXXX or XXXX. 
Thank you in advance for your time and help in this matter. 
Warmest regards, XXXX XXXX

Company response to consumer: Closed with explanation