Consumer complaint received 2023-05-12
Company: JPMORGAN CHASE & CO.
State: TX
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2023, Chase bank called and sent a text alerting me about a {$300.00} fraudulent transaction made to a XXXX XXXX store in XXXX Arizona. I confirmed to them it was not me since I have not travel away from our home here in Texas. Chase caught it and revised the charges before it hit our checking account. The next day on XX/XX/2023, eleven transactions hit our savings account range from {$100.00} to {$500.00} right after each other in a short period of time sometime that morning. There was one {$500.00} amount taken from our checking account as well. We checked our bank account around XXXX and quickly called the bank to report the stolen money. The bank representative saw the transactions but said the withdrawals was still being requested at an ATM on XXXX XXXX in XXXX XXXX, Tx. That is not where we live or do banking business. So, I immediately filed a police report with the XXXX XXXX Police Dept on XX/XX/2023. I indicated on the report that the only business I did business with using my ATM card was to XXXX XXXX XXXX store located at XXXXXXXX XXXX XXXX XXXX  Texas on XXXX, a week before the fraudulent transaction occurred. I believe my card and pin was scanned at that location, but in reality, it could have happened anywhere. There was a series of miss-steps done by the bank because on XX/XX/XXXX the representative told me that she was immediately closing my account and changing my pin and will send me a new card. Obviously, that didn't happen because the villain ( s ) withdrew moneys from our checking and savings account the next day. When we spoke with the bank representative on XX/XX/XXXX, they found the debit card had not been closed the day before and they actually closed the account at that time. So all this could have been avoided if the first bank representative did what she said on the XX/XX/XXXX. So, I filed the police report on XXXX and tried to call the bank again to submit a fraud report but wasn't able to get through. So the report was file to Chase on XXXX over the phone. They told us that they would replace the moneys back into our account until they complete a thorough investigation in 10 days. As I was preparing to file reports with the other Fraud/Identity Theft agencies, the bank did replace the moneys back into our account, so I took no further action until we heard from them. Well, today, MayXX/XX/2023, we found the transactions were all reversed with no warning and the moneys taken out of our accounts again. We called to inquire why and was only told that the transactions occurred using a pin thereby making the transactions legitimate. We have banked at Chase Bank for over 30 years and never had an event such as this. Our history doesn't reflect eleven transactions made back-to-back in one day at one ATM. Then on that same day the bank assumed we were in a different city and also in another state almost at the same time. What a preposterous assumption. What I need is to know the actual time these transactions took place and the video recording on the people making them at the ATM machines. I need this information turned over to the XXXX XXXX police dept. The Chase fraud dept employee did not do a thorough investigation if they didn't bother to seek anymore information other than the pin being used. Why didn't they look at our debit/credit history to see if there were any like transactions? Fraud happens to unsuspecting individuals every day and it normally happens with multiple transactions at one time. We need our money back. This is breaking us, we got bills, taxes, mortgages many others thing to pay. Being a loyal customer to Chase Bank for over thirty years and even have our children and friends to bank there, is such a letdown when this institution didn't show up when we needed them the most. Chase has used our moneys to become more prosperous than ever before, just to reject our claims of fraud. We need our money put back in our accounts immediately. These culprits need to be caught ; how many more people has to sufferer our fate behind their need for greed.

Company response to consumer: Closed with monetary relief