Consumer complaint received 2019-04-16
Company: JPMORGAN CHASE & CO.
State: NY
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:
On XX/XX/XXXX, my Chase debit card was stolen, a thief made unauthorized purchase for {$100.00} at a merchant named XXXX 24 HOURS at XXXX, NY. I reported to Chase on  same day, Chase rep cancelled stolen card, issued me a new card, guaranteed me Chase debit card has fraud protection feature so that customer will not be responsible for paying any fraudulent transactions. 

Chase gave me a temporary credit of {$100.00} on XX/XX/19. However, on XX/XX/19, Chase sent me another letter indicating that their investigation is complete and the transaction was AUTHORIZED, and Chase will reverse the {$100.00} credit which was used by the thief. 

I was upset and felt my rights were NOT PROTECTED at all. I called Chase fraudulent department again on XX/XX/19, the rep told me the previous claim was not filed correctly by 1st rep and the 2nd rep re-opened the case, but 2nd Chase rep told me she CAN NOT guarantee that I will get the money back!!! I was upset that Chase authorized a thief to use their debit card, I insisted to speak to a supervisor, after 20 minutes waiting, the supervisor XXXX told me the 2nd Chase rep filed the claim correctly, but it the {$100.00} credit will still be reversed ( since it the reversal was already processed ) and Chase will only issue another temporary credit if they can not complete their investigation within 10 business days. I told XXXX this is very irresponsible response since it was Chase 's 1st rep did not filled the claim form correctly. I insisted to speak to a member of Executive offices. I waited another 20 minutes and XXXX from Executive office answered me that he has to conduct his independent investigation to determine if I can get my money back, XXXX gave me a new case number, told me he reviewed the notes and documented all the information, he can only try his best to get my money back, but he also can not guarantee, it takes some time. 

I asked the 2nd Chase rep what types of documents they requested the merchant to provide to prove it was me making the purchase, Chase rep answered me that it is confidential. I also asked why not request the merchant to provide a security camera video on XX/XX/19 when fraudulent transaction occurred so it can be reviewed that it was NOT ME at the store making the purchase. Chase reps told me they did NOT request the store to present security camera videos to check who was making the purchase. The security camera was the only essential evidence to prove it was not the card holder making the purchase. Yet Chase denied the necessity to request it. I also told Chase reps that I can sign an affidavit with my photo or ID attached so they can review, Chase said they do not need that!!! Chase is helping the dishonest merchant and the thief to get away from abusing my Chase debit card and making me pay by not requesting the merchant for reviewing the security video. 

I spent total of 2 hours to speak to total of 4 Chase reps including 1 supervisor and 1 executive officers for ONLY 1 FRAUDULENT  TRANSACTION!!!! I've banked with XXXX, XXXX XXXX bank, XXXX bank and XXXX XXXX card ; never had any other financial institutions gave me such hassle for getting my OWN money back from a fraudulent purchase. I feel Chase is PROTECTING THE RIGHTS OF THE THIEF and THE DISHONEST MERCHANT instead of a long term ROYAL and honest customer!!! I no longer feel safe to use Chase debit or credit cards, as Chase is TOO EASY TO AUTHORIZE STOLEN CARD PURCHASES, and intentionally protecting merchants ' and unauthorized thieves ' interest. Chase is totally ignore their account holders ' financial interest or rights. Therefore, I warn all fellow customers, you have a Chase debit or credit card at your own risk - anyone who stole your CHASE card CAN use it, Chase will AUTHORIZE any FRAUDULENT transactions, helping the thief and dishonest merchant to get away and let the honest customer to suffer the financial loss!!!

Company response to consumer: Closed with explanation