Consumer complaint received 2019-02-06
Company: JPMORGAN CHASE & CO.
State: TN
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 the morning of XX/XX/XXXX I noticed fraudulent charges on my checking account statement from the 2 days prior ( charges were made on my debit card ). Along with the fraudulent bank account transactions, my XXXX phone number had been disconnected as well. I immediately contacted Chase and XXXX regarding the issue. It appears both my XXXX and banking accounts had been compromised. Upon calling XXXX, they let me know in order to get my stolen phone number back, I would have to file a police report ( thank you to XXXX for quickly and efficiently solving our issue with that account ). I immediately went to our local police department and filed. I then contacted Chase to file a fraud claim on the charges. Please let it be mentioned that this phone call was excruciatingly painful due to not being able to understand the representative. 

The fraudulent charges included : a card replacement fee for {$5.00} on XX/XX/XXXX ; a XXXX XXXX check deposit for {$2000.00} on XX/XX/XXXX at a XXXX ( Store # XXXX ) in XXXX, Florida ; a {$1700.00} charge at a XXXX ( Store # XXXX ) in XXXX, FL on XX/XX/XXXX ; two separate {$500.00} ATM withdrawals in FL on XX/XX/XXXX totaling {$1000.00} ; and a {$200.00} ATM withdrawal in FL on XX/XX/XXXX. 

The XXXX XXXX money order check referenced above was actually a {$2.00} money order where the offenders wrote in extra zeros on the money order, fraudulently making it {$2000.00}. Chase later reversed that deposit due to it being fraudulent ( of course, because it was a deposit ). 

The other transactions, totaling {$2900.00} ( the {$5.00} card replacement fee got left out of the claims on accident due to language barriers with the claims department - let it be known we were told we didn't tell them that on the first call which is a lie but they won't go listen to their recordings ), have been split between two claims with Chase Claims department. The first claim is for the {$1200.00} ATM withdrawals and the second claim is for the {$1700.00} XXXX charge. After filing, Chase credited us two temporary credits for each claim, totaling {$2900.00}. 

The second claim with the XXXX charge is still under review with their claims department ( we still have this {$1700.00} credit in the account ). The first claim for {$1200.00} has been denied twice already and they have taken back the {$1200.00} credit they gave us prior when the claim was initially opened. I should mention we are working with a lovely banker in Michigan who is also trying to help us resolve this issue, but she is having difficulty with the claims as well. We called the branch we originally opened the account with for help since we receive zero help when we call the claims department and they will NOT escalate our calls even though we repeatedly ask for managers. 

After being denied the first time, Chase told us to provide evidence we were in TN at the time of the transitions. Since the card used in FL was our card number and the correct PIN was used they are claiming all transactions were authorized. So we provided them with another transaction that took place on XX/XX/XXXX with the same card number in XXXX, TN. After speaking with the banker in MI, she told us to fax in the police report we filed on XX/XX/XXXX ( this was never originally requested from the claims department ). So we faxed in that report on XX/XX/XXXX. The claim was denied again claiming the correct PIN was used so it had to have been authorized. 

I'm not sure how my PIN and information got stolen but I have a hunch it was a skimmer at a gas station since I stopped at one a few days prior that I never typically stop at. The banker in MI also discovered more information we weren't aware of that a few days prior to all of this, someone called Chase and put a travel notice on my account, increased my ATM limit, and then had a card replacement expedited to FL. I did not do any of this. I don't know how this claim can keep getting denied when all of this information below has been provided to them : -I called and notified them immediately regarding the fraudulent charges, including the {$5.00} card replacement fee ( this is the card that was fraudulently expedited to FL and used ) -The XXXX XXXX money order goes hand in hand with these other charges and that one was reversed -We filed a police report immediately and faxed it in on XX/XX/XXXX -We provided evidence that we purchased gas in XXXX, TN with the same card number that was used in FL on that same day proving we couldn't be in two places at once -Why would we do all these transactions, call and claim them fraudulent, freeze the account and cancel the card that was being used and still be lying? 

Saying because the offenders used the correct PIN making it authorized is a horrible reason to deny the claims. PIN numbers get stolen all the time. Someone could have been looking over my shoulder and stolen it. They need to look at this whole situation and realize how blatantly obvious it is that I didn't do this. Please help!

Company response to consumer: Closed with monetary relief