Consumer complaint received 2021-11-02
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am a Chase bank customer who has a checking account with a debit card. My husband made a deposit on the day of XX/XX/2021. My husband who is XXXX years old did not look at the deposit slip before putting it in his pocket. I came home from work at about XXXX XXXX  and requested to see the deposit slip. The reason because we had not gotten a statement from chase with in the last 6months. I notice the balance on the deposit slip was wrong and we were missing a substantial amount of money.. I immediately called Chase with my husband alongside me. I explained the situation to chase that we should have well over {$40000.00} in the account and that someone was stealing from us in the bank. 
The call was made on XX/XX/XXXX at XXXX XXXX. The chase personelle look up the account and said he did not think is is happening in the bank. He asked me and my husband if we had our debit card. we both said yes. He asked my husband if he uses his debit card. My husband said yes but not to remove that much money. He uses it to pay internet and satellite bill which are small bills. He proceeded to ask when did I last you my card. I then said i havent use my card in a long time. and i don't travel with it. He said where is your card. I said i have my card with me. He said your debit card has been breech. I said how can that be when I dont use my card and it is here at home. I called out the last 4 digits of my card.. I said to him are you saying that someone another card using in my name. He asked me if i wanted to cancel my card and i told him yes. I also asked him if they sent another card out to me without my permission in the mail and somebody got a hold of it. He asked me if I needed another debit card and I told him no.. i just could not believe what was happening. He told me to call back in the morning and file a report.. I was not able to call in the morning or go to the bank because i had to go to work with my day starting at XXXX working 12 hr shift as a XXXX which some times end in 13 or 14 hrs and sometimes only 30 mins lunch break. mainly in the afternoon around XXXX XXXX. I could not fit a phone complaint in that time. I had my husband go to the bank and explain ed the situation to the manager who then called the chase fraud dept and told them I would not be making a complaint until the monday XX/XX/XXXX which is my off day. The bank manager pulled up statements for my husband dating back to XXXX. I looked at the statements that night and notice Charges in XXXX XXXX and XXXX and pending for XXXX. that I did not recognized the XXXX charges and so I file my report with chase on XX/XX/XXXX and letting them know I did not make the XXXX charges along with the other months. They said they were going to investigate it and return my money to the account.I called chase fraud department on another day just to make sure they are disputing all the charges. I also file an FTC report and a police report. I started doing my own charges starting with the XXXX charges. I saw purchases for sod and I saw a XXXX XXXX payment. The XXXX XXXX payments were made after the sod payments.. XXXX XXXX told me the XXXX dollars payment was for my homeowners insurance. I actually taught my husband had use cash to pay but he had use my card. and the sod purchases was made by him. He had forgotten he had use the card while waiting for he new card to come in the mail because his was expired. That leave XXXX, XXXX and early XXXX that neither of us made. I began calling merchants and going to the busineses. They wre notified of the fraud that was committed with my debit card info. I went to a furniture store which ALMOST {$5000.00} worth of furniture was purchase with my card. I talk with the merchants who said chase has not contacted them and they would not be returning the money to my account and I should take it up with my financial institution. The have video of the person making these purchases out of my account. The XXXX police have the video and the person in their custody. The Detective on the case his requesting chase to call them but chase refuse to make that call communicating that to me on phone. They aslo said they close out my case on XX/XX/XXXX and that I am responsible for momitoring my account and that they don't think the chip on the card was cloned. They are basically implying that I made those purchases. I have a police report and i have the detective name and bank statements of charges that i will be sending by XXXX along with a copy of my work time card. i HAVE LOT {$8200.00} FROM MY ACCOUNT. Chase has been very rude to me. My last contact with them was on XX/XX/2021. The CHASE CLAIM NUMBER IS XXXX

Company response to consumer: Closed with explanation