Consumer complaint received 2019-09-08
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:
On the early morning of XX/XX/XXXX. I was XXXX in a night club ( XXXX XXXX ). I do not have any recollection leaving the club or even getting home. I woke up to find my : XXXX, Chase, and XXXX card 's were missing, as well as my cellphone. 
I log into my Chase account to find that the perpetrators had stolen {$3400.00}. They started their shopping spree by withdrawing {$550.00} from a XXXX XXXX atm, not too far from the nightclub. Then they moved onto 3 different XXXX XXXX supermarkets, getting maximum cash-back ( {$200.00} ) from each transaction. All this spending is very out of context with my normal spending habits. 

These transactions were very rapid and scream fraud. Purchases were made at XXXX also. This was all done in the time frame of XXXX-XXXX. I immediately phoned Chase at XXXX and my other banks to report the fraud and cancel the cards. I was shocked to also witness my other banks ( XXXX XXXX and XXXX ), had stopped multiple transactions from going through, while with Chase, the criminals just continued to spend and spend. All 3 of my cards have the same PIN. Calling Chase, the guy on the phone said don't worry we got you covered and will refund the money within 12 hours. This instilled a false sense of confidence within me. 

The following day I filed a police report with the XXXX Police Dept for lost property. A week later I call chase to check the status of the investigation ( XX/XX/XXXX ). They say the claim has been denied since the perpetrator managed to use my PIN. Even with a police report, they didn't want to hear my story. They said an external investigation will be needed. 
I called back the following Tuesday, to have them explain their decision. They said the perpetrator perfectly used my PIN. They agreed to re-open the investigation. The lady on the phone told me I could get timestamps for the transactions only through statements. Lo and behold even going into the branch, and asking for statements, timestamps are not provided. I called later that week and finally got the timestamps for the transactions. A lot of inconsistencies and false information made this situation even worse. 

As this reinvestigation was ongoing, I called the police to tell them of this additional information I have ( Statements with timestamps ). The cop told me I need to file a finanicial crimes report separate from the initial lost property report. So I filed that and then waited a few days to contact a detective. They told me that Chase would need to reach out to them in order to open an investigation ( check for footage of stores where transactions were made ), he said theres nothing we can do to help you with, without Chase 's intervention. He also mentioned that Chase is one of the worst to deal with when it comes to fraud and thats why he never does banking with them. I called Chase and added this new police report to the claim. 

To make matters worse, Chase abruptly closed my account for suspicious activity ( the fraud ). This put me in a further predicament as I had just received a direct deposit from work ( XX/XX/XXXX ), but it didn't go through and they said I needed to contact my employer and have them reroute the deposit to another account since this account is being closed. But then a few days later the deposit, appeared in the account! I call back and they say the accounts frozen. So now my money is stuck in the account and I have to wait for them to send me a cheque in 10 days! I can't even write myself a cheque so I can deposit it at my other bank. 
Not only am I broke from the fraud but they also withhold my money, how am I supposed to pay for my expenses now. 

I just find it remarkable that my other Financial institutions had fail-safes in place while Chase did not. I had some unauthorized transactions on my XXXX card and XXXX XXXX. These banks helped me out and refunded the unauthorized transactions or else I would be in even more of a hole.

Company response to consumer: Closed with monetary relief