Consumer complaint received 2018-12-27
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I lost my person debit card in XX/XX/2018. I called and cancelled this card letting XXXX know that I lost my card and was told I would get another card within 5-7 business days. I never received my debit card after asking for it multiple times. I called again multiple times and finally the last time I called was at the end of XX/XX/XXXX to receive my card. I was told since it had been so long I would also receive a new PIN number for this card as my other PIN had expired. At this time I also updated my address as Chase had my old address on file even though I contacted them about my new address over a year before. On XX/XX/XXXX, I received notifications while I was at work stating that my card was being used at multiple locations ; 3 locations and 3 charges, 1.XXXX XXXX for the amount of {$810.00}, 2. ATM withdrawal for {$1000.00}, 3.XXXX for the amount of {$710.00}. I never received a card and was at work and called Chase immediately to notify them of this fraud. I was told that, that card would be cancelled and I let them know I never received a card and that it couldn't possibly be me. They was assured that I had no Liability as I never received the Debit Card. My account was credited the amounts that were charged within a week. I finally received my card but no PIN had arrived. I tried my old PIN but it didn't work so I went to a local Chase branch and changed it there. About a month afterwards I received notification from Chase that these charges were not Fraud and they would be taking the money from my account. I called immediately to talk to the claims team as I was told I was not allowed to talk to the investigations team that was investigating my claim. I talked to multiple staff on the claims team and was told Chase did not believe it was Fraud as they used that card that was sent to me with a PIN. They also stated that its not a red flag because they used it within 100 miles of my address. They also stated that PIN was being used for over 6 months, and that they didn't try multiple PINs, they also stated that they never sent me a new PIN for that card. It was because of these answers that they told me multiple times that didn't have any liability with these claims and that I would have to contact the merchant. I even talked with claims supervisor and got the same answers. Then I went to a local Chase Branch to talk with someone in person since the Claims team were of no help and wouldn't even hear me out. I talked with a Chase Private Client associate at the XXXX, Indiana Branch by the name of XXXX XXXX. He looked at the charges in awe as they were surely fraud. He talked to me about multiple red flags as I've never shopped in these locations or at these stores. I never received my card after multiple attempts, and he stated that according to his records that they did send a PIN with that card. He called Chase Claims directly while I waited. He told them about the red flags and talked to them about how far those locations are from me. Those locations are over and hour from my address. XXXX even talked to the Claims Supervisor and after telling her all of this information she said she would take it to the highest authority. XXXX also submitted a formal complaint about this as the Investigations team did not look at everything or they didn't have all of the information. XXXX also stated that since there was an address change it was possible that they had sent it to the wrong location and was stolen that way. He told us that the Supervisor stated we would hear back within 1-2 business days after looking at all of the new information. I called Chase back again after not hearing anything about my claims. I talked to the chase Claims team again and asked for a supervisor. I talked to a man named XXXX. He told me that the " back office '' will not open the investigation or even look at this, even though they had a Chase associate state and believe this is Fraud from a mile away, yet none of those Red Flags came up to them. Even after finding this information that the Investigations teams didn't have they said that they couldn't do anything because of the " back office ''. I asked to speak with the " back office '' since they were impeding this investigation but was told I wasn't allowed to. So here I am trying to find help because a big bank wants to steal hard earned money from its clients. I talked to XXXX but cant verifiy which store this happened at since Chase cant even tell me. I also talked to XXXX XXXX to no avail since a Debit card was used they said they couldn't do anything. The ATM withdrawal I do not know who owns the ATM as chase cant verify that information with me.

Company response to consumer: Closed with monetary relief