Consumer complaint received 2017-07-30
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:
On the date of XXXX XXXX, 2017, I received an email alert stating that I had confirmed an email address change to my online account. This rose as an immediate red flag because I had not made any changes to my online account. I was unable to contact Chase via phone immediately because I was making my way to work. As soon as I came to a stopping point I contacted Chase to notify them about my concerns. The agent reverted the email address change without any security hesitation. She was quick to end the call, but I interrupted her and demanded her to check my recent account activity. She mentioned two withdrawal transactions, one of {$200.00} and another of {$300.00}, that were processed in a Chase branch, XXXX XXXX XXXX XXXX XXXX XXXX, CA. I told the agent that I had not made those withdrawals, she then stated that those withdrawals had been made with my debit card ending in XXXX. Again, I reasserted that I had not made those withdrawals and read back to her the card number after she had asked. She confirmed that the withdrawals were made with my debit card ending in XXXX, which was not true because I had not used my card since the Friday of XX/XX/XXXX when I made some deposits at the branch located in XXXX XXXX XXXX XXXX XXXX XXXX, CA. She went on to saying that there was a record of me calling to ask for my debit cards pin number and that the pin number was given over the phone. I had not made that call nor the withdrawals. I became really alarmed at this point because Chase did not follow its own security promises to the consumer. However, the agent did cancel my card immediately and reassured me that a new one would be mailed out within ten business days.
Shortly, I was transferred over to the claims department where I began filing my claim and was asked to follow up once the transactions had been posted. Then I was transferred to another department where my information was verified. There I discovered that my email address, mailing address, and past employers had been completely changed. I changed everything back to my personal information and set up a voice password. Later that day, I called Chase again to have my online account unlocked since they had not done it in the previous call. The agent helped me restore my account credentials and regain access to it.
Once I noticed that the transactions had been posted, I contacted the claims department to follow up on my claim. The agent was unable to find my claim and stated that the original claim had not been processed. He did not have a valid reason as to why this had occurred. He refiled my claim and promised the temporary credit of {$500.00}. Along with it, came some false accusations from his end. He accused me of lying and disrespected me. I kept my composure and ended the call.
I decided to go into my local branch because I thought that maybe they would have more accurate information to deliver to me and a better customer service. I was wrong. The agent was extremely rude and treated me as least of her priority. She wouldnt allow me to speak by shushing me or interrupting me, throughout our sit down she rolled her eyes at me, and I quote her, Its only {$500.00}, weve dealt with greater amounts in the thousands-with a feisty eye roll. This sure did not make me feel like the best part of Chase as your company tends to quote.
I waited the 4-5 business days and I did not receive the temporary credit or a follow up call. I contacted the claims department once again and soon discovered that the refiled claim had not gone through once again. At this point, I became extremely frustrated with the situation because I couldnt quite comprehend why the claims department had been so incompetent with filing a claim. The agent had its supervisor escalate my claim and immediately granted me the {$500.00} credit. She asked me to wait 30-45 days when I would be receiving closure to this claim. I ended the call confidently thinking that my issue had been resolved and although I had been a victim of fraud, Chase was doing everything possible to make amends and better protect my account like they should of from the beginning. Boy was I wrong!
On XX/XX/XXXX, I discovered that my temporary credit had been reversed on the XXXX. I immediately contacted the claims department and inquired about their action. The agent stated that they proceeded with the reverse because they couldnt find sufficient information to support my claim. I reminded them of the email I had received and I was asked to fax it over to XXXX at my local branch. Monday came around, XX/XX/XXXX, and I visited my XXXX branch to have the copy of my email faxed over. The agent there was extremely rude and impolitely told me to email it next time after saying that she wasnt sure if her fax machine worked or not. The next day, XX/XX/XXXX, I contacted the claims department to follow up on my documents. The agent didnt bother to look for them until I confirmed that I had already faxed over my piece of document the day before. I realized that she was too incompetent of her job and asked to speak to a supervisor. The agent had me on hold close to an hour. In that hour, I began digging through my online account and discovered three more pieces of evidence. It was my bank statement that stated that the withdrawals made with a card ending in XXXX and not my card ending in XXXX. Additionally, I found two ATM receipts that stated on the right upper corner that a card was not used to process these withdrawals. There you had it, perfect factual information that proved that my card was not used for these withdrawals as the first agent from XX/XX/XXXX had confirmed.
The agent returned and told me that her supervisor was unable to speak to me at the moment and suggested to get a call back which I agreed to. I never received the call. On XX/XX/XXXX, I returned to my local branch and faxed over the additional pieces of evidence that I had found in my online account. I called back on the XXXX and the agent there asked me call back the next day because they did not have any follow ups. On the XXXX I spoke to a supervisor and I was advised to wait another 4-5 business days. I followed up on the XXXX and they had absolutely nothing to offer me. Thats when I decided to file a claim with Better Business Bureau in efforts to get a response in regard to resolving this issue.
A week later, on the XXXX, I was contacted by one of your executives by the name of XXXX. He mentioned my claim with Better Business Bureau and stated the my {$500.00} would remain reversed because the withdrawals were made with a mobile app that does not require the physical debit card. I was not even aware of this app and now my only thoughts were that Chase does not want to be held responsible for their fault on this crime because they are now contradicting themselves. First, I was told that the withdrawals were made with my card ending in XXXX and I found evidence that proved that to be incorrect, so now Chase is saying that these withdrawals were made with an app that I did not know of its existence.
XXXX reopened the claim and held himself accountable to conduct this claim. He contacted me on XX/XX/XXXX, but I missed his call due to being at work. I attempted to return his call ever since that day and left a couple voicemails. I still have not received a response from him.

Company response to consumer: Closed with explanation