Consumer complaint received 2023-11-21
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:
My name is XXXX XXXX and I live in XXXX CA XXXX. I am XXXX XXXX XXXX and in excellent health and am fully mentally capable.Among other things I have a XXXXXXXX XXXX XXXX from XXXX as well XXXX from XXXXXXXX XXXX  and am XXXX XXXX XXXX XXXXXXXXI mention this simply to establish my mental acuity. 

On Saturday, XX/XX/XXXX, I went shopping with my son, as we usually do on weekends.Since I no longer drive, I rely on my son who visits on weekends from XXXX XXXX ( about an hour-and-a-half commute ) to drive me around to do my errands.As we were paying at the checkout counter of one of the stores, we discovered that my Chase debit card no longer worked. We tried it several times at several different stores and each time the card was declined.Once we arrived home, we called the bank only to discover that the card had been cancelled and that my bank balance was significantly lower.It was evident that my account had been compromised.As it was a government holiday ( XXXX XXXX ) we had to wait until Monday to contact the Chase Customer Fraud line. 

On Monday XX/XX/XXXX, we called the Chase Customer Service line and were informed that beginning XX/XX/XXXX, charges were made using the debit card ( which we still had in our possession ) in XXXX XXXX NV. 

Please note that I have always been in possession of my debit card, have NEVER used an ATM machine to withdraw cash or make deposits, and for the last year have never used my credit or debit cards without being in the presence of my son XXXX, since he is the one who takes me to stores where the cards could be used.I DO NOT buy anything online ever, and none of my credit or debit cards are stored online or are attached to any online retailer sites. 

When we asked the Chase Bank fraud representative about my account details, we discovered that the account address was incorrect and had been changed to an unfamiliar address The email address had been changed to a similar but fraudulent address ( XXXX instead of my correct email address XXXX ) The account phone number had also been changed also incorrect We also told them that I never received my XXXX bank statement, which would have alerted me the fraudulent charges.Unfortunately nothing can be done via phone in regards to customer service at Chase Bank.Everything must be done online, including making appointments at a local branch or requesting statement copies.Since my son lives in XXXX XXXX, and is not always able to visit each weekend, I can not follow up on these tasks alone.I also depend on my son to collect my mail from the mailboxes located on the XXXX XXXX, which is located a fair distance from my house.I suffer from XXXX and XXXX so walking to the mail boxes is not an option. 

Upon conclusion of our call with the Chase Fraud line, we were told that 2 claims would be filed : Claim # XXXX for {$8600.00} Claim # XXXX for {$960.00} During this same call on XX/XX/XXXX, I also specifically verified my correct account details with them ( home address, email address, phone number ) and they assured my that these would all be recorded and changed immediately. 

We were told that funds would be reimbursed into my account within 2-3 days, and that I should visit my local branch with 2 forms of identification to verify my account details in person, although they said it was not absolutely necessary. 

On Wednesday, XX/XX/XXXX my neighbor was able to drive me to my local Chase Bank branch at XXXX XXXX XXXX, XXXX CA, XXXX since my son was in XXXX XXXXAfter a lengthy wait, I sat down with a customer service person, XXXX XXXX, and was informed that the claims had been denied and that no reimbursement was to be made. 

On Thursday morning XX/XX/XXXX, I called The Chase Fraud line again to dispute the matter.We were told the two claims were closed on XX/XX/XXXX because a chip was used and a pin was used.I reiterated to them that I was still in possession of my debit card and that I havent been to XXXX XXXX in many years and certainly not in this last XXXX.Ultimately we were connected with the supervisor of the Escalation Team, a XXXX ( he said he was not allowed to provide his last name ). 

We explained again to him that -I was still in possession of my debit card -I have never used an ATM machine -I was not in XXXX XXXX any time this year -my account details were all changed and thus I never received any fraud alerts which would enable me to respond to this situation more quickly A quick review of my spending activity over the past year ( or two ) shows that -I only uses my debit card in XXXX CA -my purchases are generally small amounts and in usual places XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  -I never makes cash withdrawals at an ATM machine The supervisor asked to put us on hold, and then returned and said that due to certain facts, he was going to reopen and reevaluate the claims and that we should have an answer within XXXX business days.He mentioned also that the card was cancelled on XX/XX/XXXX because fraud was suspected. 

On Saturday, XX/XX/XXXX at XXXX my son and I visited my local Chase Bank branch at XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX XXXXWe met again with XXXX XXXX and asked for a copy of my XXXX bank statement so we could have details of the fraudulent activity.This is the first opportunity to see a list of the actual fraudulent charges made. We also requested that my son, XXXX XXXX, be made co-owner of the account so that he can help pursue this matter more efficiently and speak with Chase personnel on my behalf, as well as monitor the account activity in the future.We both provided a drivers license and a passport as identification. 

At that time, we also asked XXXX XXXX the bank customer service person to verify my account details that were supposed to be changed.We were shocked to discover that NONE of the fraudulent information had been changed yet, despite the assurances made to us many days earlier. 
-account address was listed as XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX ( not my address ) -account email was listed as XXXX XXXX XXXXXXXX ( my email is XXXX XXXX XXXX -account phone number was also incorrect WE know NO ONE in New York and email and phone are completely unfamiliar. 

AS of that time, XX/XX/XXXX, XXXX PST, no reimbursement of the stolen money had been made. 

We established that no account details can be changed except at the bank in person. 



Chase Bank has a responsibility to take special care of their elderly account holders who rely on their bank to ensure the safety of their hard-earned savings. I have kept my money at this bank for many years and in that respect has contributed to the well-being of the institution. So it is only fair that Chase Bank take care of a valued customer in this instance. 

XXXX XXXX -- -- - Below are details of charges made on my debit card. as you can see, I made legitimate purchases on the same day in XXXX CA as the fraudulent charges were made in XXXX XXXX NV. How is this possible when I have remained in XXXX CA for the whole month of XXXX? 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief