Consumer complaint received 2017-12-11
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My complaint is about two out of three claims that were denied by the Chase Claims Department. As a background, my debit card was stolen on Friday, XX/XX/XXXX.  Specifically that night my debit card, drivers license and cell phone were stolen. I did not realize that all three were stolen until the next day. Once I realized that they were missing I checked my Chase account online and noticed that there were fraudulent charges/transactions from the early morning that day. The fraudulent charges included {$1100.00} in unauthorized charges at various merchants throughout the Chicago-land area and three ATM withdrawals totaling {$900.00}. I immediately contacted Chase bank to have my debit card cancelled and to report the fraudulent charges. The Chase representative told me that she could cancel the debit card and issue a new one but that the claim process cant begin until all of the charges have officially posted to my bank account since they were still listed as pending in their system. I pressed the issue of beginning the claims process but she insisted that I would have to wait until the charges have officially posted to my account. I then had to wait until Tuesday, XX/XX/XXXX to begin the fraudulent claims process because the charges finally posted to my account. This was still technically the second business day since the fraudulent charges occurred as well. On Wednesday, XX/XX/XXXX I was notified that two out of my three claims were being denied. I requested the reasons why my claims were denied and I was told that there were four reasons. The main reason being that I did n't begin the claims process until three days after the fraudulent charges occurred. I told Chase 's Claims Department that I was initially mislead and given false information by a Chase representative who told me I would have to wait until the charges were officially posted to my bank account to file my claim but my response was ignored. The second reason was because the charges occurred in my geographical location. I pointed out that I reported the card stolen in my geographical location ( XXXX ) so it  would make sense if the fraudulent charges occurred in the Chicago-land area. This point was also ignored. The third reason was because I had a pattern similar to that of the fraudulent transactions and withdrawals. I pointed out that I have only used my debit card for a merchant transaction once in the past year and that Ive never taken out more than {$120.00} in the past six months. This incident involved 12 merchant transactions in a short period of time ( couple of hours ) to merchants I have never used once before and three withdrawals totaling {$900.00} in less than a hour. This also included three over-draft occurrences, which I have never received in my entire history with Chase. I also pointed out that someone called into Chases customer service line and requested that my daily withdrawal limit be increased at approximately XXXX XXXX CT in the morning, right before the withdrawals occurred but this point was also ignored. Two or the withdrawals occurred at the Chase ATM within a couple of blocks from my apartment but I pointed out that this was most likely because the theft occurred close to home and the thief would have access to my address so they could have chose to initially choose a ATM close to home to not draw suspicion, this point was also ignored. The fourth reason was because no bad pin attempts were made. I told them that Im not sure how someone would be able to compromise my pin and asked if they could review the call that occurred by the thief that morning to see what was discussed during the call, they ignored this request as well. I also asked if they could review the chase ATM video surveillance tapes to see if they could find any evidence that could be useful for the police report I filed for the theft but they refused to help in any way and I was told it 's not their " responsibility '' to help. I provided Chase bank with a two page statement outlining my concerns with their investigation as well as the police report and call logs from my phone that was stolen that showed multiple calls being made to Chases customer service line during the time period of the fraudulent charges. After my claims were initially denied I immediately filed an appeal on XX/XX/XXXX. On XX/XX/XXXX my appeal was denied and I was given the original four reasons again for the denial.

Honestly, I do n't think Chases Claims Department did a thorough investigation of my claims submission or the appeal. I called in multiple times throughout the process and was constantly having to re-explain what happened and correct false information that Chases Claims Specialist were giving me about my story. It felt as if Chases Claims Department saw it as their purgative to discredit my claims right away. The main reason I was given for the denial was because I did not officially file the claim until three days after the theft happened ( still technically the second business day ). Even after I repeatedly pointed out that this was due to a misleading statement by a Chase Representative when I initially reported my debit card stolen. In my entire time with Chase Bank I have never been late on a payment, over drafted my account or had any discrepancies what so ever. 

This whole incident left me feeling disrespected and that my claims investigation and concerns were not being taken seriously. I even referenced the Federal Electronic Fund Transfer Act ( EFT Act ) since this was a case of a stolen debit card and one of the Chase Claims Department Representatives quickly got irritated with this comment and said that the law doesnt apply to my stolen debit card claim. 

Im hoping that Chase can make things right for a loyal customer who is a victim of a debit card theft.

Company response to consumer: Closed with monetary relief