Consumer complaint received 2018-07-05
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 XX/XX/2018 while I was at work taking a XXXX class with XXXX other employees someone went to the Chase atm and made three withdrawals from my account, {$140.00}, {$160.00}, and {$200.00}. These withdrawals were made at around XXXX. My debit card was in possession the entire time and I used it after work to make a purchase. When I got to work on XX/XX/2018, I was checking my emails and noticed emails from Chase Bank notifying me of the withdrawals that exceeded the {$120.00} limit I have set up as well as overdraft emails. I immediately called Chase and made a fraudulent claim for these withdrawals and took time off work to go into my Chase bank branch and request for them to destroy my debit card and ask for a temporary card to use. I told the Chase employee I would be making a police report and when I left I called the police department and they sent an officer to my work. I took time off work when the officer arrived to make the report and provided him with copies of the emails Chase sent me regarding the withdrawals and overdrafts as well as a copy of my account summary of my Checking account. The officer informed me that they had recently just arrested a group of individuals with all of the tools and blank bank cards that were running a card scamming operation and he was going to see if he could associate this to that case. I did not hear anything from the Chase fraud department until I received a letter in the mail Monday XXXX XXXX stating that they are reversing the credits because they could not prove this was a fraudulent charge. I called the phone number listed on the paperwork they sent and spoke to a woman named XXXX who not only refused to help me but accused me of lieing about this situation and stating to me that " Chase cards are double secured and can never be breached '' when I told her about the card scaming scheme the police officer told me about. I then went down to my branch and spoke to the branch Manager who assured me he would make this ok and admitted to me that their bank cards can definitely be duplicated and information stolen. There is video of someone going up to the ATM and taking my money. There is a police report filed. There is 12 people who will attest that I was at my job participating in a XXXX training course. Chase will not help me. They told me that " anyone can make a police report that does not make it true '', that " video evidence would not be looked at, even if I got a subpoena for them to do so, because I could have easily given my debit card to the people on the video '', and that " because your home bank was used and you never reported fraud in the past on other ATM transactions then this one can not be fraudulent. '' these people have accused me of being a liar, being a thief, and being a criminal. There is one Chase bank in my town so of course I have used it thousands of times. I have been a Chase bank member for several years and I have never had an issue. They have affected my job, affected my image, and will be affecting my credit reports by allowing this account to continue to be over drafted with fees. They never once called to speak to me or asked to provide any documentations. They opened and closed the claim a second time in one day and now I am on the hook for {$500.00} that was stolen from me last month.

Company response to consumer: Closed with monetary relief