Consumer complaint received 2017-07-21
Company: JPMORGAN CHASE & CO.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Temporarily, I am residing in the XXXX. With me temporarily abroad. All of my XXXX XXXX accounts, credit card accounts and personal records were updated to my XXXX residence. Currently, I have a joint Chase checking account with my daughter, who is residing in New Jersey with my ex-wife, that I am having Big problems with. The problem started when JP Morgan Chase mailed me a new Debit card by means of a regular mail to the XXXX address, without me knowing. The said Debit card got stolen in the mail and was used in the local XXXX XXXX in XXXX last XXXX XXXX, 2017 ( XXXX time ). Based on the store security and Manager that I spoke to. The crook bought XXXX XXXX XXXX of gift certificate, which is equivalent to US {$1600.00}. In a repeated phone call informing Chase that the {$1600.00} purchase was not mine, and it is a fraudulent charges. Chase Claims Department kept on brushing me off. I have repeatedly explained to Chase that it must have been the newly mailed Debit card that was stolen and used by the thief to buy the gift certificates. Apparently, Chase should have investigated and checked with the vendor, where it was used. And they will find out that even though, the new card will still have the same card number as my old card however, you will find out that the expiration date and year will be different. Which will determine if this is the old card or the newly mailed Debit card that got stolen. Instead Chase did not do anything and put the charges back on my checking account. Another thing, which is a big concern of mine. How did the crook used my debit card if I did not activated it, ( This happens twice ) and another thing is, Debit card need a pin code before you can used it to purchase or buy something. Not sure how did the fraudulent charges got through. I was told by Chase they can used my Debit card and swipe it as a credit card. Which is a very bad thing, all along I thought I have an extra security features because of the pin code but no good.. Another logical thing is, that I know that this is a Debit Card, why will I ask the Store to put through as a credit card. It is clearly not me. When continuing my calls to Chase. Chase still refused to investigate and give back my money. On one of the conversation I had with Chase. They told me to investigate the charges by myself. Upon doing the investigation, I went to the local police to file the report where crime was done, and went the XXXX XXXX where the crime had happened. And I was able to talk to the local police, the store Manager and the Store head of security and was able to secure a Police Report, Store Incident Report who made the transactions, and even get the picture of the person who stole my Debit cards on their surveillance camera, copies of the store receipts and the signed receipts proving that the person is not me. All the evidence was communicated and faxed to Chase. Proving that I am not the one who made that purchase. And one of the most important proof is the signature, showing that it is not me. However until now, Chase refused to give me back my money. Apparently, Chase had irresponsibly and neglected to secure my funds and fraudulent charges got through and this bank is putting them on me. Chase should give my money back as this is clearly the banks fault! Please note that the statement attached is showing that the charges was temporarily put back. But on the later date, ( not showing in the statement ) Chase took back my {$1600.00}. so I am now out by that amount.

Company response to consumer: Closed with monetary relief