Consumer complaint received 2022-07-12
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:
On XX/XX/XXXX, I was on vacation in XXXX XXXX XXXX, CA. Early that morning, I received fraudulent charges notifications from my debit card. The fraudulent charges were made in XXXX XXXX for {$140.00} from XXXX XXXX XXXX XXXX XXXX {$33.00} at XXXX 'S XXXX and {$2.00} from XXXX Texas XXXX which is possibly a vending machine. 

I immediately reported the incident to Chase Fraud and they were able to refund me the charges until they finish their investigation. At the time I was asked if I had the card on me, which I thought I did, but it turns out the card that I had on me was not the same card that was used for those fraudulent charges. 

2 weeks before the incident, I have been in the middle of moving and have all of my possession in a storage unit. I had received a new debit card since it was expiring soon. Giving no extra thought to it, I left the old debit card into my storage unit. I did not immediately activate my new card since this was a debit card that I never use, the last time it was used was in XXXX. 

On XX/XX/XXXX. I received numerous notifications from Chases Credit Journey indicating that I have requested credit inquiries, which I did not. While trying to sort this situation out, I got a call from my storage unit informing me that someone had tried to break into my unit. They didnt think the thieves actually broke in, but it wasnt sitting well for us so we drove back to XXXX XXXX XXXX hoping that it was a false alarm. 

It was not a false alarm, the thieves have successfully broken in and stolen at least XXXX worth of valuables from us. Aside from the items, they have stolen our SSN cards, passports, tax documents and hard drives that contained all of our personal information such as scanned copies of our driver 's license, passports, and bank statements. Most importantly, they have stolen the debit card that was used for those unauthorized charges. 

We immediately contacted the XXXX and filed a burglary report as well as an identity theft report. 

On XX/XX/XXXX, I had to close all of our Chase accounts and transfer them to new one as well as adding a fraud alert on all of them since the thieves have all of our bank accounts and personal information which they could use to access them. 

On XX/XX/XXXX, Chase reversed 2 out of 3 of the fraudulent charges on my account. I immediately called back and explain the situation so they can re-submit the claim which they did. 

On XX/XX/XXXX, Chase reversed the third fraudulent charge. So I called again and they requested that I submit supporting documents to re-open the claim for the XXXX and final time. 

On XX/XX/XXXX, I faxed Chase the police report, the identity theft report, screenshot of our geo tag data of when the charges were made that we were not in the local area, as well as past statement showing that we never use that debit card and don't spend over {$60.00} on gas since we have a small car, we also dont eat XXXX and we dont buy from vending machines. 

On XX/XX/XXXX, I called Chase so they can re-submit the claim with the supporting documents. Within 10mins, they rejected the claim. 

I find it astonishing that Chase is not reviewing this matter more logically with the facts provided. It was my mistake to have first stated that I had the card on me when the fraudulent charges were made, as I had forgotten that the card that was still activated was in fact in the storage unit. Regardless, those charges were made against my will and were not authorized by me, yet Chase is still refusing to help.

Company response to consumer: Closed with monetary relief