Consumer complaint received 2021-07-18
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My name is XXXX XXXX and my mom and I were recently victim of an unknown person using a debit card at the teller window in XXXX, TX, leaving us with {$0.00} and {$0.00}. Chase is treating us like criminals and refusing to return the money taken. We need help and I'm sure we aren't the only victims! 

My mom, aunt sister and I all have accounts with Chase. My mom, XXXX XXXX, is a cosigner on all accounts and I on hers. On XX/XX/XXXX, my mom received 4 emails informing her that her requested cards had been mailed. My mom called Chase on XX/XX/XXXX, to make them aware that she didn't request them. The service rep stated that the cards were already mailed. When my mom restated that she didn't request cards, the representatives informed her that she did and they were requedted online and being mailed to her via XXXX. 

On XX/XX/XXXX, one card, with her nameon it, showed up to my house ( which never should have happened we don't live together ). However, according to Chase the other cards were delivered to my mom 's house. We never received ANY cards. We have XXXX driving pass the house on our NEST camera, XXXX never stopped. 

On XX/XX/XXXX, money was taken from 4 accounts. After many phone calls/conversations, it was discovered that money was transferred from my aunt 's account into my sister 's and {$2100.00} was taken from an ATM. Also, someone went inside the bank at the teller window and used a card reader and a pin number to take {$4700.00} out at XXXX and {$4300.00} at XXXX. All was done in XXXX, TX. We live in XXXX XXXX. We can prove we were in the state of LA. I was at XXXX XXXX XXXX Hospital at work my mom is retired and at home. The sad part is that the last time my mom was in XXXX was XXXX due to XXXX XXXX. All transactions appear as though my mom completed all transactions but she didn't. 

Chase returned the {$2100.00} on XX/XX/XXXX but are refusing to return the other 2 amounts. Their reasons 1 ) because the debit card was used with a pin that was shown to not to have been changed and was used correctly each time 2 ) that money was taken at the same location previously at the same location and we didn't report it XXXX the previous transaction was the one done at XXXX followed by XXXX ). I didn't report the other transaction because the XXXX was taken from my mom 's personal account, XXXX ( even though I'm a cosigner ) XXXX was taken from my account XXXX which was my personal account ( though my mom is a cosigner ). 

Chase will not review their cameras because they are stating that pin numbers are secure and so are debit cards. Chase told us we needed to file a police report ( XXXX XXXX PD ) to make them review their own cameras. We filed the reports, Chase now won't accept/acknowledge the reports. We were told the only way to get them to review their cameras now are to take it to court because they can't prove that it's fraud and therefore won't return our money. 

On XX/XX/XXXX, the day after the money was taken. We all created new accounts at Chase. On XX/XX/XXXX, XXXX, XXXX, the old canceled cards attached to close accounts were still attempting to be used to which a fraud alert was sent to my mom 's phone and she declined the charges. I am really not sure how they can't see someone else is still trying to use the cards. 

At this point I'm not sure if there is an inside person at Chase or someone working at XXXX. We have the emails, phone records showing Chase was called ( Chase has no record of being called in XX/XX/XXXX because no notations were made ), we have NEST footage showing XXXX driving by and not stopping, the texts about the continued attempts to take money and affidavits that we submitted to Chase and my mom on camera on XX/XX/XXXX and XXXX all day and no other visitors outside of USPS. 

My mom is retired they left her with {$0.00} and I with {$0.00}. Now we need an attorney to attempt to get our money back. We have contacted our states AG, they referred us to Office of Financial Institutions and the FBI who were us to the FTC to file additional complaints. 


This all should have stopped when Chase was contacted on XX/XX/XXXX about the cards not being requested. Chase has a policy that you can't deposit money without a driver 's license/ID but let large sums of money get withdrawn at the window with a debit and pin number.

Company response to consumer: Closed with monetary relief