Consumer complaint received 2020-09-01
Company: JPMORGAN CHASE & CO.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Earlier this month after opening this account I received my debit card. I added this card to my XXXX XXXX wallet and experienced multiple declines over multiple days. I have never received a single text, email or letter stating why or to verify the transactions were authorized. Fast forward to last week I contacted Chase and spent about an hour on the phone trying to get to the bottom of it. 
I spoke to the debit card fraud department ( some 4 letter acronym ) and they advised me that the declined transactions were due to the XXXX XXXX and that they added this merchant to my " daily usage '' and that my card WOULD NOT EVER DECLINE again due to using XXXX XXXX. I asked the rep again that question to be sure and I was assured it would not decline again. 
Fast forward to today and here I am being declined for {$3.00}!!! Last night {$85.00} was approved without a hitch but today {$3.00} isn't. I contact chase and the first rep I spoke to I could hear just fine, was transferred to this fraud department and the 2nd reps phone line was horrendous. This rep hung up on me likely out of frustration. Very poor customer service. 
Called back to find out that my debit card now had a " hold '' placed on it, seemingly likely by the rep that hung up on me, interesting. 
I was transferred by the system to the fraud department and spoke to XXXX I believe. I was very upset after being hung up on and that now had at least 10 declines to my debit card this month with sufficient funds. XXXX confirmed that it was due to XXXX XXXX and put me through the whirlwind of verifications. I had already verified my card info multiple times, my pin to the system and yet he treated me like a criminal!!! 
After it was all said and done he stated that he enabled my cards usage, tried it, declined again. Then he did something else and stated that I should have been receiving text messages confirming these transactions to approve them so it goes through. I advised him I haven't received any and would like to. He stated he would transfer me to a rep that could get that set up. XXXX warm transferred the call yet I had to verify all over again. ( This is insane. ) After about 10 minutes with this rep I find out that everything XXXX told me was false and that " no such alert exists '' and that whenever Chase decides to block a transaction, its done so out of " security ''. Okay at this point Chase is holding my money hostage preventing me from using it. Chase has  been made very clear multiple times that under no circumstance has there ever been fraud on this account and that XXXX XXXX is legitimate, she told me that there's no way for me to stop it from declining, which I find hard to believe. She then said that there ANOTHER DEPARTMENT that can maybe help but they're closed but I can call them in the morning at XXXX. ( Great thanks I'll spend more time doing Chase 's job. ) I use XXXX XXXX as much as I do for two reasons : 1. I get free ATM withdrawals and unlimited ATM fee reimbursements from an attached checking account and 2. Because of the online shopping I do, I have learned to not give out my personal checking debit card out of fear of actual fraud so I use another card that I keep at a {$0.00} balance. This has to be illegal how many times Chase has declined me using my card for the exact same thing! 

Also, two times this month because Chase was declining my XXXX XXXX, I had to use my Chase debit card at an ATM and incurred {$2.00} from Chase TWICE, and {$3.00} from the ATM owner TWICE. Last week when I called I was told by the customer service rep that she could only credit back the TWO {$2.00} charges and not the {$3.00} ones and stated she did credit the {$2.00} 's back however that turned out to be yet another lie from Chase. She credited ONE back and not the other. 

ALSO, on XXXX when you try to setup XXXX XXXX it has a button VERIFY, when you click it its states that you have to call XXXX, when you call as a customer there is no option to verify for XXXX XXXX

Company response to consumer: Closed with monetary relief