Consumer complaint received 2023-09-05
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:
Ny truck was broken into on XX/XX/XXXX at XXXX XXXX in XXXX. I filed a Place report the next evening because 1 Chase Debit Card Ending in XXXX, One Chase Debit Card Ending in XXXX and a Chase Credit Card Ending in XXXX as well as an insurance card, misc items were stolen, including a note book with my pin numbers and password. I also contacted Chase on XX/XX/XXXX about the stolen cards. The Gentlemen who took my report, apparently filed it under lost, even though I clearly stated my notebook with pins and passwords were stolen. I found out 4 unauthorized transactions were made, so I was given a credit on each account XXXX of XXXX and XXXX, He account had {$400.00} taken from it. which was reversed the next day. I called and spoke to a representative who said that it was misfiled and she then took all my information again. I was told that I should go to my local Chase Branch and send a copy of the police report, via fax, the branch would do. An Officer called me and she thought my 'chassis ' was atolen but explained no CHASE cards. She sent me the police report. I went to Chase and faxed over. I called chase and was told that wait 3 to 5 business days for them to examine report. Called back, on XX/XX/XXXX and was told they had not received reports. Give it another few business days. No reports. I received a letter XX/XX/XXXX and then XXXX from account XXXX and XXXX the claim would be closing due to pin number being used. I called and they said they only had paperwork on one account, I needed to resubmit for the other. I kept telling everyone I spoke to that my Pin number was in the notebook that was stolen. So were all my passwords not just for Chase bank but my XXXX all those things. When I went to leave for Chase to resubmit paperwork, found XXXX with no envelope in mailbox. Drove to chase, resubmitted police report. Called Police to update report as neighbor seen someone near my mailbox around XXXX, I did not know this until I returned home. I left I believe around XXXX, not positive. My Neighbor XXXX XXXX who again seen this person as he walked by while we were on the phone. I called Police officer with info, she stated not to jump to conclusions. His Wife seen same person near my fence calling my dogs name. I called Chase was told to call back Saturday for Update. Called Promptly Saturday XXXX and was told to call Tuesday. They told me they did not have information for one of the accounts again to resubmit both for investigation. I did. Meanwhile They have taken the money back out of my account AGAIN because they say my pin was used, even though i explained my pin and password book was stolen and it clearly is explained in police reports. I am overdrawn and chase keeps saying since your pin number was used on the transaction and WAS not written on your card, it must have been authorized. I have explained over and over multiple times my password and pin book was stolen from my truck. I am a victim of identity theft. PLEASE HELP!!!

Company response to consumer: Closed with monetary relief