Consumer complaint received 2018-02-25
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have both a Checking and Savings account with Chase Bank and I have in my possession a debit card attached to these accounts. My spouse is a XXXX XXXX XXXX with the XXXX XXXX for XXXX XXXX and we both live overseas in XXXX, XXXX. 

On Saturday XX/XX/XXXX, I used my Chase debit card at a XXXX XXXX XXXX ATM in XXXX, XXXX. On XX/XX/XXXX, fraudulent charges were made to my account in XXXX XXXX, Florida, USA. 

Please see details : At an ATM in Florida, an unknown person or persons moved {$1400.00} from my Savings to my Checking account, and then withdrew {$480.00} USD from my Checking account. They then proceeded to a XXXX, where they made a {$3.00} purchase and got {$500.00} cash back from my Checking account. Next, they proceeded to a XXXX XXXX and made another {$3.00} purchase and got {$800.00} cash back again from my Checking account. They then went to an ATM and withdrew {$400.00} from my Savings account as well as another {$20.00} from my Checking account. All of this activity occurred on the same day and all of the transactions and fees total {$2200.00}. 

Checking Account : -ATM SAVINGS TRANSFER ATM transaction {$1400.00} -NON-CHASE ATM WITHDRAW ATM transaction {$480.00} XXXX XXXX XXXX XXXX FL XX/XX/XXXX Purchase {$3.00} Cash Back {$500.00} Debit card transaction {$500.00} XXXX XXXX  XXXX XXXX XXXX XXXX FL XX/XX/XXXX Purchase {$3.00} Cash Back {$800.00} Debit card transaction {$800.00} -ATM WITHDRAWAL XXXX XXXX XXXX ATM transaction {$20.00} Savings Account : -ATM CHECKING TRANSFER ATM transaction {$1400.00} -ATM WITHDRAWAL ATM transaction {$400.00} The physical debit card was in my possession during this time. In order to prove that I was not in Florida during this time, I have a signed and notarized statement from the Regional Security Office verifying my presence in XXXX during the time the fraudulent charges were made in Florida. This is the office that is in charge of tracking the movements of American citizens travelling in and out of XXXX. I have included their statement with this communication, and this was also provided to Chase. 

I explained all of this over the phone and in several different Claims filed with the Chase Fraud  Department, beginning on XX/XX/XXXX and concluding on XX/XX/XXXX. However, they refuse to approve my claims and refund my funds. I was told that I can not submit another claim asking them to continue to review this issue. 

On XX/XX/XXXX I spoke with the only Supervisor available, XXXX, who cited three reasons for denying my claims : 1. Chase contends that my PIN was used on all of the fraudulent transactions. 
I have never given my card nor my PIN to anyone. So, clearly that information was stolen when I used my debit card at the ATM in XXXX, XXXX. 

2. Chase contends that the transactions were CHIP based, therefore the card had to be present. 
The card is, and always has been, in my possession, in XXXX. I have a document proving that, which was provided to Chase, and which I am attaching here. Therefore, the thieves have figured out an unknown way to mimic a CHIP transaction. 

3. Chase informed me that a call was placed at the time of the XXXX charges and they were verified. 
Chase never spoke with me. My contact information on file with Chase Bank reflects my current contact information and the only phone number currently on file for my account is my XXXX cell phone number. I was told by a phone representative that they called a phone number that had been previously removed from my account. I did receive an email requesting confirmation of the charges. I clicked " NO '' within this email to deny the charges on XX/XX/XXXX, and I immediately called Chase to follow-up. Chase has no record of my electronic response to this email. I have attached the original email here. 


The fact of the matter is that I was in XXXX and could not have made these charges. I have provided clear and truthful responses to each of Chases claims to the contrary, yet they refuse to refund my stolen funds, along with the resulting overdraft fees. 

I request that {$2200.00} be refunded to my Checking account, plus the resulting overdraft fees. I then plan to close all my accounts with Chase due to their poor handling of this clear case of fraud.

Company response to consumer: Closed with monetary relief