Consumer complaint received 2022-02-23
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the XXXX of XXXX I checked my bank account and saw all of my money gone. Approximately {$4300.00}. I noticed that I did not have my wallet the day before but it did not raise any concern because I assumed that I misplaced it in my car. I also checked my account on the XXXX and my account was fine. This, again, did not raise any need for concern. I called Chase as soon as I saw these charges and was told that I did not have to do anything. They said that they will issue a temporary credit and that there isnt much else that I need to do while they investigate. A little over XXXXwo weeks pass and the bank takes half of my money away. I call them and they told me that my claim was denied because of a payment that I made on the XXXX. I spent {$550.00} at a muffler shop. I stayed at this shop for close to 5 hours so this took up most of my day. I did not have my card so I used XXXX XXXX which is my go to for purchases anyways. Despite me making the payment on the XXXX the payment was posted on the XXXX which is not unusual for XXXX XXXX payments. The investigators, despite having the ability to see that I made this purchase on the XXXX via XXXX XXXX, decided to overlook this and deny my claim. This was the only reason that I was given and I was told that I need to provide proof that I used XXXX Pay on the XXXX. I faxed them a copy of my receipt and had a supervisor type up a detailed claim for me. She was quite confident of my approval odds. I believe her name was XXXX and she was based in Texas. Less than a week later my bank over drafted my account and I now owe them {$700.00}. When I called asking why, they said that they declined my new claim and that it was because I had my pin written down in my wallet which is not fair because regardless this person stole my wallet and wouldve been able to buy stuff with or without my pin. It took me over a week of continuously calling them for them to finally give me every reason why my claim was denied which is illegal. I shouldve been told immediately. They claimed that because my account is less than a year old and that I was using my money after they issued a temporary credit that this was all suspicious to them. None of the reasons that they have given me are fair or prove me responsible for getting robbed. I would also like to mention that I was being told not to contact the police because it would not make a difference. But occasionally I would have people telling me that I should contact the police so I was receiving contradictory advice from their department. Finally they gave me the addresses of the places where my card was used and tried to make me request pictures from their security cameras. Of course, those stores told me that I need a police report. On the XXXX of XXXX I filed and faxed my police report and Chase has yet to get back to me on that. All and all the claims department has been very unhelpful and unwilling to take responsibility for their mistakes. Ive even had moments where they would just hang up on me or pretend to transfer me over to a supervisor and just hang up after having me on hold.

Company response to consumer: Closed with explanation