Consumer complaint received 2019-01-25
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:
I checked my account on XX/XX/XXXX and saw that my information was used at a XXXX XXXX almost 8 hours away from where i live and work. I filed a complaint for fraudulent activity on my checking account with chase immediately, knowing that there is only one card, and that i had it in my possession. Chase closed my card, mailed a new one and " temporarily '' credited my account. Over a month later, the funds were taken back out of my account, placing me in a negative balance. They reversed the claim, stating that they " came to the conclusion '' that it was me because the card was used in-person and my PIN was used to even get cash back ''. I requested a manager, they never seem to have one available or they say that they are the highest in command. I pleaded my case, stating that i was at work that day, and that i even had been using my debit card all day and night, in the same local area where i work and live ( even purchased dinner from a restaurant, that i know has cameras ). How could this random charge, that is almost 8 hours away, have been me?! I can't be in two places at the same time, using my card. They said they would " investigate '' my claim reversal, it would take 3-5 days. I explained that my account is negative, I'm a full time dad to my XXXX  daughter, her mom is gone. Im salary and get paid monthly, I don't have 3-5 days when i have payments coming in, pending payments from that day ( which i received a XXXX dollar fee, for each charge, nothing still has not been reversed, XX/XX/XXXX, now there is a negative balance on my account that has doubled due to fees and claim reversal ). I had to take out payday loans to survive for my daughter and i. I called back a few days later asking to check the status of the investigation, they said it was denied, due to not having proof. I asked what proof i needed, they told me to show proof that i was using my card that day, i said that all you have to do is look at my account and you can see that all my charges were local, within minutes of each other, not 8 hours. I went even further to print a receipt from my XXXX XXXX XXXX business account ( because the card has a photo of me, I'm the only one that can use that card ) i printed the receipt, showing the matching numbers and time, etc. I then went into a branch the next day to speak with a manager, they got on the phone, and faxed over my information to the claims department. They said it would be another 3-5 days to review it. I called back continuously, checking on the status as my account continued to be hit with fees. They then told me that if i could prove that i was working that day, that would be enough. I told them that i don't clock in or out, I work salary, not hourly, thats just how it works. Then I WENT A STEP FURTHER, and asked what if i get a signed letter stating that i was at work that day? I had to take off of work the next day, just to address this situation, just to go from a branch to work, to a branch, to work. My HR receptionist was even frustrated, because while on the phone with chase, they couldn't answer her questions clearly, she kept getting sent in circles, then she was told as well, that if i could get a letter from my job, stating i was at work all day, that would be enough proof. I went straight to a branch and had the letter faxed over. After another 3-5 days, i was told that it was denied again. THEY told me what documents i needed to send in, and i did that + more. Why is my account still jacked up?! What's not clear that i was not at that place, buying furniture or who knows what. I told them i do know that XXXX 's has cameras ( like all the other places i visited that day ), i thought that they were " investigating '' why not check the footage from when my account was used? That's more than enough " proof ''. They responded that its now up to me to go after criminal investigation and get my money back. I felt that i was being used and that this was literally insane. I called again today, they said it was denied again, because i had " other charges from that day when i was at work, that i didn't dispute '' I told them that i take breaks, lunches, i visit sites throughout the day. Why would i dispute a charge, made by me, obviously when i first made this claim, i was asked what charges i recognized ( and i only said the one from XXXX 's ), at this point i literally felt like i was being messed with. I've talked to corporate, they told me it could be up to 30 days to even respond to my complaint, that i made on my claim reversal being denied over and over, when i've been sending in everything that they have asked me to send in ... i then XXXX  what to do in a situation like this and this website came up, saying that they could help me to get a response faster. This is the worst customer service experience I've ever had, i've been with chase for over 15 years and my checks have always been directly deposited into their institution. I shouldn't have to go through all of this over one charge, our life has been hectic the last two weeks because of it. I just want back the money that was stolen from me and also the fees reversed that were due to YOU putting my account into a negative balance ( when you reversed the claim that i had proof you asked for )

Company response to consumer: Closed with monetary relief