Consumer complaint received 2018-01-10
Company: JPMORGAN CHASE & CO.
State: CA
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 misplaced my debit/credit card ending XXXX, the only card I have with Chase Bank. I was in the midst of a camping trip and figured the card was just lost somewhere inside my car in the mess of clothing and camping gear. I checked my account each day for new activity, and I kept an eye out for the card. On XX/XX/XXXX, I noticed some transactions that I did not make. I immediately called my bank at XXXX XXXX, made a claim, and told them to cancel the card. The representatives on the phone assured me the card was cancelled, and told me I would be receiving another card shortly. He told me that there had been ATM withdraws in XXXX XXXX, Nevada. I told them I had not been to XXXX XXXX in at least one and a half years and there was no way I made those withdrawals. They asked me what the last transaction I made was. I told them it was a debit at a thrift store in XXXX XXXX, California on XX/XX/XXXX. They asked me to look at each transaction and tell them if I recognized them. Only then did I realize the extent of the unauthorized transactions. I looked back and discovered several ATM withdrawals per day for {$80.00} each, all of them made in XXXX XXXX Nevada, with most of them being initiated before I lost my card. I was very clear with everyone I spoke to that these unauthorized transactions could not have any relation whatsoever to the card being lost on XX/XX/XXXX. They were separate issues. They asked and I told them that I never gave anyone my pin. I never let anyone use my card. I did not authorize these transactions. The representative on the phone told me there were cameras at the ATMs so they would be able to view those to determine whether this was me. I expressed great concern that these unauthorized transactions were not caught earlier by the bank since I was making transactions in my hometown, hundreds of miles away on the same days and at similar times using the same card, and there 's only one card. I asked that they note this for the investigator and they said they did. I was told I would receive a document that outlined the unauthorized transactions, and that I should review that and if it was correct, send it back signed and they would analyze my claim after that. I never received any document to sign and return. I received a text from my bank on XX/XX/XXXX at XXXX PM asking if I made an {$80.00} withdrawal on XX/XX/XXXX. Of course I had not made any withdrawal since earlier that day when I had called and cancelled the card. I did not notice the text until XX/XX/XXXX. I responded " NO ''. A representative from Chase called me immediately after that text. I answered and they asked me about several more ATM withdrawals that had occurred AFTER I had called on XX/XX/XXXX to cancel my card. I asked why someone was being allowed to withdraw money from my account if I had cancelled the card. The representative seemed confused and told me I had NOT cancelled the card. I had just made a claim about unauthorized transactions. Then she noticed that a new card was already being sent to me, and she apologized and said that for whatever reason the card did not actually get cancelled. She assured me it was now cancelled and nobody would be able to use it again. I had to hang up at that point because I was needed in court ( I 'm an XXXX XXXX and a Judge was motioning for me to come back in the court room ). On XX/XX/XXXX I received a text from my bank telling me that they had decided to give me a temporary credit on my account of {$0.00}. I called customer service to inquire why. I was placed on hold for over 5 minutes, and when the representative came back on the line, she told me that the {$0.00} credit was a mistake and that the credit would post to my account within a few days. On XX/XX/XXXX, I received an email from my bank telling me that they had investigated and determined that these transactions were " valid '' and that my claim had been denied. I called customer service on XX/XX/XXXX to inquire as to the details of why their investigation led them to this determination. Two different representatives told me there were three specific reasons that led to this determination : ( 1 ) I reported that the card was " lost '' ( as opposed to stolen ) on a date prior to the date of the last authorized transaction ; ( 2 ) I told them that I did not give the pin to anyone and I did not write it down anywhere ; and ( 3 ) I could not provide a reason as to how someone else would have my pin. In other words, they determined that it must 've been me making these withdrawals since I did n't lose the card until XX/XX/XXXX. They would not tell me what their definition of " valid '' was. When I asked if they had considered any other facts, such as the fact that these ATM withdrawals happened at the same time that I was making transactions in my hometown, they would not answer me or they answered " no ''. When I asked if they had reviewed the videos from the ATMs where the withdrawals were made, they would not answer me or they answered " no '' and told me I had to subpoena those videos. I asked them to send me the tapes of the conversations I had with the claims department and they refused. I asked them to send me documentation of the details of the investigation and they said I would receive them in about 10 business days. In total, there were XXXX unauthorized ATM withdrawals made on my account between XX/XX/XXXX and XX/XX/XXXX. Each of them was for {$80.00}. That 's a total of {$1600.00} that was taken from me while my bank stood by and watched. The unauthorized withdrawals have ceased now.

Company response to consumer: Closed with monetary relief