Consumer complaint received 2021-07-20
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:
On the evening of XX/XX/XXXX, I logged on to my account and saw a message stating there was a hold on my debit card. I then saw that earlier that day there were four {$1000.00} ATM with drawls on my account using my debit card for account ending in XXXX At XXXX that same night I called Chase customer care to report fraud on my account and asked that the card be cancelled. 

I was told by Chase customer care that someone had ordered a new card that was delivered to my home address, XXXX XXXX XXXX, XXXX XXXX NY and signed for by me. I told the representative that I did not order a new card nor did I sign for it as I was at work in XXXX at the time. I asked for proof of signature and was told that I would need to get it from XXXX. I asked for a copy of the video footage of the withdrawl and told to go to the branch that the transaction took place. 

I was told by customer care that the card was being cancelled and to call the fraud department in the morning. The following day, XX/XX/XXXX, I went to the branch where the {$4000.00} withdrawls were done and spoke with the branch manager, XXXX XXXX. While sitting with Mr XXXX, XXXX more with drawls were done, one for {$2000.00} and a second for {$3000.00}. I asked Mr XXXX how did this happen when the card was reported for fraud the night before? I was told by Mr XXXX that someone at Chase removed the hold. 

I was assigned, XXXX as the representative who would be investigating my fraud claim. After several weeks I was told that my claim was denied. 

I was denied the reimbursement for the funds totaling {$9000.00} I have been following up on this claim with Mr XXXX, who has stated that he has sent several emails explaining my situation. I also pointed out several prior issues with my account, one being that an attempt to commit fraud was committed on my account, but fortunately flagged by Chase prior to the transaction go. When I visited the Branch on XXXX XXXX in XXXX XXXX, I was shown by the Branch Manager that somehow my contact information was changed for my account, including my telephone number. As a result my security questions were changed to prevent this from happening again. 

XX/XX/XXXX ( 4 ) {$1000.00} ATM with drawls from my Chase checking account # XXXX XX/XX/XXXX Called customer care at XXXX to report the fraud XX/XX/XXXX went to branch XXXX XXXX XXXX and spoke with manager XXXX XXXX to discuss the fraud committed on my account. Mr XXXX checked the computer and said the card was stopped. Minutes later, I checked the Chase App on my phone and saw that two more withdrawls were done, totaling {$5000.00} from a branch in XXXX. 
On XX/XX/XXXX one withdrawl totaling {$3000.00} and one totaling {$2000.00} from the same checking account, # XXXX When further researching this, I discovered that the phone number for my Chase Saphire Credit Card is also the incorrect phone number. This was also brought to Mr. XXXX attention. 

I have filed a police report with the XXXX County PD and they are in the process of reviewing camera footage at the ATMs. 

I have my phone records to show the date and time that my call was made to Chase on the night of XX/XX/XXXX and prior to my conversation, I was informed that I was on a recorded line. You will hear on that call that I was disputing the {$4000.00} withdrawl, yet the card was released for someone to then withdraw an additional {$5000.00} Please help me with next steps so that I can be reimbursed for the {$9000.00} I was a loyal Chase customer for years and for this to occur, with no further explanation is very unfair.

Company response to consumer: Closed with explanation