Consumer complaint received 2019-05-01
Company: JPMORGAN CHASE & CO.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To. 
Consumer Financial Protection Bureau Dear Madams and Sirs, I, XXXX XXXX XXXX am writing this office to request an Investigation into the reason why my Bank, JP. MORGAN CHASE, has managed to keep me from accessing my Online Checking Account by staging the debit card transaction to my account in the amount of {$160.00}, on XX/XX/XXXX and when I discovered the fraudulent debit to my checking account on XX/XX/XXXX I immediately contacted Chase and asked them to refund the money back to my account but at first CSR asked me if I gave my PIN to anyone, I told her yes, my daughter knows my PIN her reply was because I, had given my daughter my PIN that she could have made the charge without my knowledge I told the CSR my daughter and I live together she is my XXXX  and has total charge of my affairs ; then the CSR said because the Chip was read that made it legitimate transaction and CHASE would not be refunding {$160.00} back to my account, I then explained to the CSR that the Chip could not have been read since the Card has been in my possession since XX/XX/XXXX, the last time I or my daughter was out of our Apartment and at an ATM, you need to have the actual Card for the Chip to be read, not just the PIN. 

So, with that the Manager of CHASE BANK CS got on the phone and assured me that a temporary credit of {$160.00} would be placed back into my account and a claim id number given to me XXXX, while Chase Bank investigate the phony ATM debit to my Checking Account and advised me let them Closeout my present Card ending in XXXX and they would issue me a New Card numbers ending in XXXX and I needed to create a New PIN, she also told me she would have the new card expedited and sent out by XXXX, I should receive my New Card in 1-2 business days and that it be in my possession by Friday, XX/XX/XXXX. My New Card never come ; so, all of the XXXX Holiday weekend I was without access to my checking account and my money! So, Tuesday, XX/XX/XXXX Im calling CHASE BANK trying to find out why I dont have CHASE BANKING CARD, thats when the STONEWALLING, LIES and Veiled attempt to keep me from my money ; the CSR ON XX/XX/XXXX named XXXX XXXX, Sup. told me that the new card ending in XXXX was never processed so he would have to close it out and issue me another card ending in XXXX, expedite sending it by XXXX once again and I would receive it in 1-2 business days, by Thursday, XX/XX/XXXX, my card never arrived ; I called CHASE BANK once more asking CSR, XXXX XXXX, Mgr. where is my card, he said my could not be trace since XXXX did not give them a TRACKING NUMBER, I told him that I have been ordering online for over thirty ( 30 )  years and its been my experience that XXXX gets the Sender the Order NO., Item NO. Description, Quantity and Price but the TRACKING NUMBER is sent to the Recipient of the merchandise so that they will know the Time and Date of Delivery! 

Its been two weeks now and I, XXXX XXXX XXXX am still without my CHASE BANKING CARD without a word from the Bank whatsoever on what action their taking to resolve my missing CHASE BANKING CARD problem, but its not like I can just walk into a JP. MORGAN CHASE BANK ;  and order me a new card because there is no JP. MORGAN CHASE Branch down here in XXXX XXXX and they know that! 

This isnt the first time that I have been deceive and betrayed by JP. MORGAN CHASE, on XX/XX/XXXX I went online to check my Checking Account Balance and discovered that CHASE had Re-Credited  XXXX XXXX XXXX the {$1200.00} Retainer Fee for Moving us from XXXX, XXXX to XXXX, XXXX, this past XX/XX/XXXX to XX/XX/XXXX, WHEN THEY NEVER CAME TO MOVE US AT ALL, on the XX/XX/XXXX I filed a Fraud Claim against XXXX. XXXX XXXX with CHASE, Claim NO. XXXX, and received a Temporary Credit of {$1200.00} back into my account while they investigate the matter further, that was the last I heard from CHASE about my fraud claim, no correspondence whatsoever until XX/XX/XXXX, when I called the Bank to ask why they would give my hard earned MONEY back to those CROOKS, CHASE BANKs explanation was they found XXXX. XXXX XXXX to be creditable. 

Moreover, as you will from the document that I have attached JP. MORGAN CHASE has always been complicit in the HARASSMENT of my daughter and me in keeping with the Constructive Eviction set against us by the City of XXXX, and the State of XXXX XXXX and now the City of XXXX, and the of State of XXXX XXXX as can see from the Notices sent to me about my missing bank card is worded like I requested a replacement card for one that I lost instead of the MISSING CARD JP. MORGAN CHASE is  deliberately keeping from. 

Please help me get access again to my money and JP. MORGAN CHASE needs to be taught a lesson, that just because youre a giant financial institution doesnt mean that you can just step on people and get away with it without paying any consequences .... 

Respectfully submitted ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX Home : XXXX XXXX XXXX Cell : XXXX XXXX XXXX XXXX We're processing your replacement card request. 
Inbox x Chase <XXXX> Tue, XX/XX/XXXX, XXXX XXXX ( 6 days ago ) to me Claim Id : XX/XX/XXXX Reversal : NON-CHASE ATM FEE-WITH XXXX ATM transaction {$2.00} {$10000.00} XX/XX/XXXX Reversal : NON-CHASE ATM WITHDRAW XXXX XXXX PACI ClaimId : XXXX ( ... XXXX ) ATM transaction {$160.00} {$10000.00} Unauthorized : Your ATM Withdrawal Inbox x Chase <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 8 days ago ) to me Chase : Important information regarding your new XXXX debit/ATM/Pre-paid card Dear XXXX XXXX XXXX : As you requested, we've ordered your new debit/ATM/Pre-paid card or you were issued one at a  branch. 
If you did make this request, you dont need to do anything. 
If you didn't make this request, please call us immediately at the number on the back of your card. You can reach us anytime. 
Thank you for being a valued customer. 
Sincerely, Customer Service Center E-mail Security Information E-mail intended for : XXXX XXXX XXXX If you have concerns about the authenticity of this message, please visit chase.com/CustomerService for options on how to contact us. 


About This Message : This service email gives you updates and information about your Chase relationship. 
We sent this email from an unmonitored mailbox. Go to, chase.com/CustomerService to find the best way to contact us. 
Your privacy is important to us. See our online Security Center to learn how to protect your information. 
Chase Privacy Operations, XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX XX/XX/XXXX JPMorgan Chase & Co . 


Chase <XXXX> Fri, XX/XX/XXXX, XXXX XXXX ( 11 days ago ) to me This is an Alert to help manage your account ending in XXXX. 

A {$160.00} ATM withdrawal on XX/XX/XXXX XXXX XXXX EDT exceeded your {$120.00} Alert limit. 

If you have any questions about this transaction, please call XXXX. 




The Card Ending in XXXX was never processed and was requested for as a replacement Card for the original Card Ending in XXXX that was supposedly used at this Unknown ATM on XX/XX/XXXX. 



XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) to me This is an update about the claim on your Chase account ending in XXXX Dear XXXX XXXX XXXX : We issued a temporary credit in the amount of {$160.00} for claim # XXXX. You'll have full use of the temporary funds while we do our research. 

If we determine the transaction ( s ) was/were authorized or correct, we'll reverse the credit from your account and notify you. 

If you have questions, please call us anytime at XXXX. Thank you for choosing Chase. 

Sincerely, Customer Claim Department In the event of fraudulent or unusual activity, we'll need to know the best way to reach you. Log in to your account or click to Update Now. 

JP Morgan Chase Bank, N.A. 



Dear XXXX XXXX, We received your request for a replacement card ( or cards ) for your Chase debit/prepaid or ATM card ending in XXXX on XX/XX/XXXX. Your reason for replacement was not received. 

Your new card ending in ... XXXX will come in a plain, white, unbranded envelope within 12 business days. 

Here 's what you can expect next : If you find your old debit/prepaid or ATM card, it wont work anymore and you should destroy it. 
You'll need to activate your new card by using it at an ATM or by calling the number provided. 
If you're replacing a debit/prepaid card : Digital payment services like ChasePay, XXXX XXXX or XXXX will be suspended until your new card is activated. 
If you use this card for automatic payments, you'll need to update those accounts with your new card information. 
If you didn't make this request : Call us right away at the number on the back of your card. If you don't currently have a card with you, visit chase.com/CustomerService to find the best phone number to contact us. 

Thank you for choosing Chase. 


https : //www.chase.com/accountprotection Federal Reserves : ( XXXX ) XXXX

Company response to consumer: Closed with explanation