Consumer complaint received 2023-07-21
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 XX/XX/XXXX, I contacted the fraud department of JP Morgan Chase, where I have a checking account, to notify them of two fraudulent ATM withdrawals on my account which happened on XX/XX/XXXX. The withdrawals were for {$200.00} and {$300.00} respectively, with the {$3.00} charge due to the withdrawal occurring at a non Chase ATM. The money was withdrawn at XXXX XXXX  in XXXX, a bank I have never visited nor used an ATM before. I made two of my own transactions at XXXX XXXX  ( a return ) and XXXX XXXX at XXXX XXXX XXXX in XXXX, IL with my debit card on XX/XX/XXXX. It appears that the fraudster made the ATM transaction in XXXX at or around the same time. I was in possession of my debit card the entire time. It would be impossible for me to use it in both XXXX to withdraw cash and XXXX, XXXX minutes away, to pay for my dinner. Chase began an investigation and temporarily reinstated the funds on XX/XX/XXXX. 

I then received a letter dated XX/XX/XXXX notifying me that the bank had found the withdrawal to be legitimate and that there was no evidence of fraudulent activity. They informed me that the transaction was a chip transaction, and that it is nearly impossible for a fraudster to recreate the specific code the cards pin carries. Because of this, and the fact that the transaction occurred at an ATM near my address, they determined it could not be fraud. I called the fraud number again to ask why this determination was made, and the agent told me my only option was to ask XXXX XXXX, where the money was withdrawn, for security footage or to file a police report. Chase removed the funds from my account, a total of {$500.00}, on XX/XX/XXXX. 

After speaking to the Chase representative, I went to the XXXX XXXX  branch on XX/XX/XXXX and spoke with a XXXX, explaining the situation. He informed me that he could not release any information including any sort of footage without a police subpoena. He said even with one it could only be released to police, not me directly. But Chase repeatedly suggested I pursue this plan. That same day I visited the XXXX XXXX Police Department and filed a report with XXXX XXXX XXXX, and was assigned case number XXXX. He instructed me to call the bank and inform them of the report and the case number, which I did the same day. The Chase employee told me this was not relevant, and that I could only submit an official police report ( he said the case number or the officers name were irrelevant ). XXXX XXXX instructed me to request the report on XX/XX/XXXX, when he would complete it. I plan to submit it to Chase immediately after. 

I also reached out to JP Morgan XXXX XXXX  on XX/XX/XXXX, and received little help. XXXX XXXX, a banker there, told me the fraud department will not reopen the case unless I can provide video of the ATM withdrawal that shows it was not me performing it. As stated above, this is not something I am able to do as a private citizen. It is not my responsibility to seek that footage, it is the responsibility of Chase. Without it, the supposed fraud investigation is completely inadequate. I have attached correspondence with myself and XXXX XXXX, along with my correspondence with XXXX XXXX.

Company response to consumer: Closed with explanation