Consumer complaint received 2017-06-02
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:
Chase had previously offered to provide me with a replacement debit card in the branch. I relied on this offer to my detriment. Chase personnel in the   XXXX   XXXX   branch informed me that is was " corporate policy '' to no longer provide a debit card in the store they could only provide me an ATM card.
This is an UDAPP issue for numerous reasons. The CPFB exam manual states that UDAPP issues occur when : A representation, omission, act, or practice is deceptive when : the representation, omission, act, or practice misleads or is likely to mislead the consumer ; the consumers interpretation of the representation, omission, act, or practice is reasonable under the circumstances ; and the misleading representation, omission, act, or practice is material.
o An act or practice is unfair when : it causes or is likely to cause substantial injury to consumers ; the injury is not reasonably avoidable by consumers ; and the injury is not outweighed by countervailing benefits to consumers or to competition.
o An abusive act or practice : materially interferes with the ability of a consumer to understand a term or condition of a consumer financial product or service ; or takes unreasonable advantage of a lack of understanding on the part of the consumer of the material risks, costs, or conditions of the product or service ; the inability of the consumer to protect the consumers interests in selecting or using a consumer financial product or service ; or the reasonable reliance by the consumer on a covered person to act in the interests of the consumer.
1. It was deceptive/misleading that Chase did not inform me that their policy had changed and I would no longer be able to obtain a debit card in the store. I was misled into believing that Chase would be able to print a debit card from me at the branch. It was reasonable for me to believe that Chase would be able to print the debit card for me because they had done so previously and had not informed me that they would no longer be able to print the debit card at the branch. It is material that I was denied access to a debit card and only able to receive an ATM card because Chase obtains numerous fees from me from ATM card usage and does not obtain any fees from me for debit card usage. Chase only allows me to use the card type that allows them to rack up numerous fees and does not allow me to use the card that does not rack up fees.
2. It was unfair that Chase would not print me a debit card in the branch office. It is very likely that only providing me with an ATM card and not a debit card will cause me injury when I have to pay fees I would not have had to pay if I had a debit card. It is not unreasonable to believe that a debit card would be lost. Chase does not include any mechanism to find a lost card which are employed in other items such as phones/remote controls/cars to locate them when they are lost of misplaced. Therefore since Chase does not provide any way to locate a lost card it is reasonable to assume that a debit card may be lost. The injury is not outweighed to a consumer or competition because this harms consumers by adding additional fees and costs when a card is lost.
3. It was abusive that Chase would not print me a debit card in the branch. Chase took advantage of my not knowing of the change of their internal policy regarding preventing the printing of debit cards in branch offices. They used this knowledge to force me into taking an ATM card which they can they rack up huge ATM withdrawl fees. I do not have the ability to protect my financial interests because I am only offered a card which has ATM fees and can not be used outside of an ATM. It is reasonable for me to rely on Chase to protect my interests because I allow them to hold all of my savings and deposits.
It is also an issue that I am only allowed to receive a debit card in the mail. The mail can be stolen or altered. They would not provide it to me in a   XXXX   XXXX   or   XXXX   manner that would require a signature. They only sent it through the mail which is not the securest manner possible. It is the cheapest manner possible that poses the greatest amount of risk to me the consumer.

Company response to consumer: Closed with monetary relief