Consumer complaint received 2021-11-05
Company: JPMORGAN CHASE & CO.
State: NY
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/2021, at XXXX XXXX  I received a text from XXXX XXXX asking if I approved a {$700.00} ATM withdrawal, I responded NO at XXXX XXXX, and I received a response saying that I already responded. I checked my Chase bank account immediately and there was a charge for {$2900.00} at USPS XXXX XXXX XXXX, XXXX XXXX, NJ, a {$700.00} ATM withdrawal at a Chase branch 10 minutes away from the Post Office located on XXXX XXXX XXXX, XXXX XXXX, NJ. There was also a check deposit for {$580.00}. I later found out this check was stolen. The fraudster likely deposited it and was hoping to take out the cash when it cleared. All 3 transactions occurred on XX/XX/2021. 
I immediately called Chase Bank to report this, make claims, and close my debit card. I also filed a police report within 3 hours. The most important part of this, however, is that my debit card never left my possession and I was in XXXX XXXX, NY at the same time the transactions were made in XXXX XXXX, NJ. I provided Chase with the police report, and 2 documents verifying that I was at work in XXXX XXXX, NY at the same time the transactions were made. Chase then notified me that they were denying my claims because the chip card and PIN was used for the transactions, they tell me that I authorized the transactions. I took off 3 days of work to spend time on the phone with Chase desperately explaining that there was no possible way I could have authorized the transactions because the debit card was in my possession the whole time in a different state. I spoke to countless supervisors, claims specialists, the fraud department and more. Every single person brushed me off and said I authorized the transactions and there was nothing they would do to help me. 
As a result, I began to do my own investigations to try to figure out what was going on. I find out that my mailing address associated with Chase Bank was changed to a XXXX address ( unauthorized, I never did this ) and Chase NEVER notified me, there was also 3 foreign sign ins into my account that I NEVER was alerted to ( meanwhile if I log in from my own personal device, I am sent a security verification alert ). The first 2 sign ins were on XX/XX/2021 and the third one was on XX/XX/2021 right before the transactions were made ( likely to check for available funds- which makes sense since I was left with only {$9.00} in my account after these transactions ). I went to Chase with this information, and asked if they sent a new card to the address, they told me there is no record of this. I also questioned how they allowed my online banking to be compromised, I got no answers. I also asked if they can pull footage from the ATM to see it wasn't me, but they continue to deny me and have went as far as accusing me of collusion. I also explained to Chase that I had never made a transaction at a Post Office before, I had never made a transaction in XXXX XXXX in my life, so none of this makes any sense! Please let me clarify again that I had the debit card in my possession in New York the entire time, I never lost it or lent it out and absolutely no one knows my pin number. 
In addition to my police report on XX/XX/XXXX, I am continuing to work with Detectives from the XXXX Precinct in XXXX XXXX, New York to look into this further. I am a victim of fraud and Chase failed to protect me in several aspects and should be held accountable.

Chase now denies that they sent the Chase fraud alert, even though it was sent at the exact time and for the exact amount that was taken out of the ATM. As a side note, I looked online into forums where other Chase customers have had the exact same thing happen where they had their debit card in their possession but there was unauthorized transactions using the chip and pin and Chase does nothing to help, they tell their customers it is " impossible '' to duplicate a chip card even though it isn't and it happens. On top of my investigation with the XXXX, I am also looking to take my story to the media. No one should have to deal with this, Chase does not protect their customers and everything about this case is extremely fishy. I'm sure most people would imagine that I would not be going so far to escalate this if I was truly responsible for these transactions in any way.

Company response to consumer: Closed with monetary relief