Consumer complaint received 2018-11-08
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Timeline of Events XX/XX/18 - Friday ( XXXX - XXXX XXXX ) - Logged into Chase Mobile app to check weekly payroll direct deposit. Normal deposit of {$750.00} noted in bank account. No suspicious activity noticed. Worked from XXXX XXXX at XXXX, CT XXXX. ( Note - I live in XXXX, XXXX and work at XXXX, CT - Monday - Friday ) XX/XX/18 - Saturday ( XXXX - XXXX ) - Purchased grocery for {$68.00} at XXXX XXXX 's, XXXX XXXX, NY using Chase debit card. 
XX/XX/18 - Saturday ( XXXX XXXX ) Logged into Chase Mobile app. Realized unauthorized funds were transferred from Savings to Checking account, purchase of {$2500.00} at XXXX XXXX in XXXX, XXXX and multiple ATM withdrawals from both savings and checking accounts. All ATM withdrawals occurred at 3 different Chase branch locations ( XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX and XXXX XXXX XXXX, XXXX. Immediately called Chase and reported fraudulent charges at XXXX XXXX ( {$2500.00} ) and unauthorized ATM withdrawals. Claims were filed and all accounts were frozen immediately. Was informed that temporary credit would appear in the bank until claims results were finalized. 
XX/XX/18 - Saturday ( XXXX - XXXX ) Logged into chase Mobile app. Realized additional two more unauthorized transactions had taken place ( {$400.00} ATM withdrawal at XXXX XXXX XXXX, XXXX and {$4.00} purchase at XXXX XXXX # XXXX in XXXX ). Called bank and filed new claims. When asked how come the additional charges took place since my account was frozen, the agent replied, " the new transactions occurred simultaneously as the bank was initially notified ''. Was advised to visit branch location on Monday for additional information. 
XX/XX/18 Monday - Visited Chase branch location at downtown XXXX, CT. Was advised to close " hacked account '', change passwords and PIN and to open a new account. 
XX/XX/18 Tuesday - Visited Chase branch location in XXXX, CT. Opened new account. Funds from old Savings and checking accounts were transferred to new account. Temporary ATM card issued. Old debit card destroyed at branch location. 
XX/XX/18 Called Chase to inquire about the claims. I was informed that previous claims were denied because physical debit card was used to withdraw money, PIN was entered correctly without any suspicion. The bank just denied my claims based on the record of debit card being used and PIN entered correctly. They didn't even care to check who might've used the ATM machines. Bank agent suggested reopening claims and present additional documents to prove I wasnt in XXXX area on XX/XX/18. Documents from XXXX XXXX XXXX, XXXX stating my presence at XXXX office on XX/XX/18 ( Friday ) were faxed to bank. 
XX/XX/2018 : Filed police report # XXXX at XXXX XXXX XXXX, NY. 
XX/XX/2018 Called bank to inquired about the claims. Bank reported that all claims have been denied again. 


Important notes : 1. The bank did not notify me for any of the suspicious/unusual transactions ( Over {$8000.00} ATM withdrawal and {$2500.00} purchase at XXXX XXXX in a span of two days - XX/XX/18-XX/XX/18 ). No phone calls, emails were sent to alert me. 
2. Daily limit of ATM withdrawal is {$800.00} from 3rd party ATM machines. Bank ATM ( inside the bank ) limit is {$3000.00} 3. Debit card in my possession during the entire time. PIN wasnt written on the debit card.

4. Video footage of me entering and leaving office building on XX/XX/18 obtained from building security. 

Checking account fraudulent charges locations : 1. XX/XX/18 : ATM withdrawal of {$2100.00} at XXXX XXXX XXXX, XXXX, NY. 
2. XX/XX/18 : ATM withdrawal of {$500.00} at XXXX XXXX XXXX, XXXX, NY. 
3. XX/XX/18 : ATM withdrawal of {$500.00} at XXXX XXXX XXXX, XXXX, NY. 
4. XX/XX/18 : XXXX XXXX # XXXX XXXX XXXX, purchase of {$2500.00} using PIN 5.  XX/XX/18 : ATM withdrawal of {$1000.00} at XXXX XXXX XXXX, XXXX, NY. 
6. XX/XX/18 : ATM withdrawal of {$400.00} at XXXX XXXX XXXX, XXXX, NY 7. XX/XX/18 : XXXX ( store # XXXX ) purchase of {$4.00} at XXXX, NY. 

Savings account fraudulent charges locations : 1. XX/XX/18 : ATM withdrawal of {$900.00} at XXXX XXXX XXXX, XXXX, NY 2. XX/XX/18 : ATM withdrawal of {$500.00} at XXXX XXXX XXXX, XXXX, NY 3. XX/XX/18 : ATM withdrawal of {$2100.00} at XXXX XXXX XXXX, XXXX, NY

Company response to consumer: Closed with monetary relief