Consumer complaint received 2023-11-22
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:
XX/XX/ I made a purchase online at XXXX using my Chase Debit Card XXXX XXXX XXXX XXXX. The purchase was in the amount of {$72.00} XX/XX/ In reviewing my online checking account ledger, I saw two pending fraudulent charges, dated that same day, XX/XX/, the day AFTER I had made a legitimate transaction at XXXX. 
One transaction was made at XXXX in the amount of {$490.00} The other transaction was made at XXXX in the amount of???. ( I dont have that amount, as Chase Bank erased it from my online ledger before I could record it. I believe it was between {$100.00} and {$200.00}. ) I immediately locked my debit card and called the bank, reporting both fraudulent transactions and requesting a new debit card. I told them that the debit card was in my possession, and that I had not made either of those purchases. 
The bank cooperated and reversed the BOTH of two debits ( XXXX and XXXX ) on my account, explaining that the reversal was only until they had determined the outcome of their investigation. 
XX/XX/ I received a letter from Chase stating that they were debiting my account the {$490.00}, ( the XXXX claim ) but they did not state that they had completed their investigation. Nothing was mentioned about the other amount in the fraudulent XXXX transaction. 
XX/XX/ I called the banks Customer Claims Dept. and reiterated that the transactions were fraudulent. They said they would reopen their investigation. 
XX/XX/ I received a letter stating that another temporary credit of {$490.00} was being applied to my account while they researched the transaction ( s ) I had reported. Again, no mention was made of the fraudulent transaction at XXXX. They had credited that amount at first and reported nothing to me about any investigation they had done on that transaction. 
XX/XX/ I received another letter from Chase saying that they had found that the transaction ( s ) was authorized. They again deducted {$490.00} from my account. Which deduction occurred on XX/XX/. They advised me that I could call them to request the information they used for their research. 
XX/XX/ I called Chase Customer Claims Dept. to request the information they used in their research. I was told that the transaction at XXXX was done with my Debit Card number, expiration date, and security code. I reminded the agent that the card was in my possession on the date of that transaction, and that I suspected that my card info was hacked when I made the XX/XX/XXXX purchase online at XXXX. I reminded the agent that there was another claim of fraud at XXXX, and the agent didnt even respond to that. 
I believe that Chase Bank has not made a good faith investigation of my claim as evidenced by : 1 ) The bank totally ignoring the claim on the XXXX Transaction, although they did restore those funds, but then never followed through. The XXXX Transaction disappeared from my online ledger and bank statement and has never been brought up by the bank again. This implies that they know it was fraudulent. 
2 ) The bank contending that the XXXX transaction was authorized even though it is obvious that the Debit Card information was hacked at the XXXX website the day before.

Company response to consumer: Closed with explanation