Consumer complaint received 2023-08-03
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:
After reviewing your response to the complaint that I submitted to the CFPB, I find your response to be grossly incorrect and inadequate. Your response includes assertions that are false, misleading, and completely unresponsive to the facts that I presented in my complaint. 
In Chases response, you claimed that I stated that my pin was not written down. 
I never stated this. 
Your letter states that we have enclosed copies of the claim letters for your records. 
There were no claim letters attached. Im beginning to think this is a form letter. Im also thinking that I am communicating with a robot not a person. 
Your letter states that there are undisputed transactions at the same merchant location/terminal with similar dollar amounts. 
Yes, I have made numerous withdrawals of money from the same ATM over the past years, but never six consecutive withdrawals at the same time. For example, if I walked down a street with money in my pocket and was robbed by a thief, I would go to the police and file a complaint. If I walked down that same street and was not robbed, I would have nothing to complain about. Right? 
Also, as soon as I was advised by Chase regarding the {$370.00} fraudulent transaction ( literally minutes after the six fraudulent transactions were posted ), I responded by answering NO to whether I made this transaction. So, Chase was aware that I was disputing the transaction. 
Yes, I didnt dispute the other five fraudulent transactions. Because I wasnt aware of them at the time. 
Then you go on to state that we are not able to prove fraud occurred. 
What? 
You already suspected fraud by asking whether I made the withdrawal on XX/XX/XXXX. ( See above. ) Why would anyone make six consecutive withdrawals moments after midnight? ( One of which was flagged by the Chase security system. ) I have never made more than one withdrawal in a day. Not six consecutive withdrawals in a few minutes! In fact, I thought that I wasnt allowed to do this? 
It seems that the only basis for your decision is that my password was used. In any case, you must be aware of scams that are employed to steal a customers password? I have heard that sometimes copies of an ATM transaction can be illegally made from an ATM machine. 
Why should I, a Chase customer for over 25 years with six accounts maintaining an average balance of at least {$150.00}, XXXX a month, be held solely responsible for this apparent fraud. 
THIS IS OUTRAGEOUS! 

HERE IS THE RESPONSE THAT i RECEIVED FROM CHASE BANK We aim to give exceptional service and are sorry if we did not meet this goal when you contacted us about the ATM withdrawals from your account. We will address your concerns about your customer service experience internally. We reviewed your claim numbers XXXX and XXXX on XX/XX/2023, for the ATM transactions totaling {$940.00}. We denied the claims because we show the transactions were authorized and were completed without any invalid PIN attempts. You also stated your PIN was not written down. There are no signs of account takeover, and there are undisputed transactions at the same merchant location/terminal with similar dollar amounts. We are not able to prove fraud occurred. After reviewing our denial, we did not change our decision. We can not credit your account for the loss. We have enclosed copies of the claim letters for your records. The security of your information is especially important to us. We strongly recommend protecting your debit card, checks, and other account information from theft and unauthorized use. You can see suggestions for safeguarding your information in the Deposit Account Agreement and at chase.com/security. You were provided a copy of the agreement when you opened the account. You can review the current agreement by signing into your account on chase.com. 

MY INITIAL COMPLAINT LETTER SUBMITTED TO THE CFPB ON XX/XX/2023 XX/XX/2023 Chase by Mail XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : Account Number XXXX To Whom it May Concern : On XX/XX/XXXX there were six fraudulent transactions in my Chase Safire bank account. ( See Attachment 1 ) The fraudulent transactions were made at an ATM machine, operated by the XXXX XXXX in the XXXX XXXX. I have been using the ATM at this bank for six years. Apparently, someone was able to hack into my account and made six fraudulent transactions during a short period! 
Chase must have realized that fraud was being committed because they sent me a message at XXXX XXXX on XX/XX/XXXX, asking me whether I attempted a withdrawal of {$370.00}. When I saw the message at XXXX XXXX, I replied No. At that time, I was not aware of the five other fraudulent withdrawals. I immediately received a message from Chase saying that my atm card was closed and that I would receive a new card. ( See Attachment 2 ). 
On XX/XX/XXXX I noticed that in addition to {$370.00} fraudulent transaction, Chase had also credited me for the other five fraudulent charges. ( See Attachment 3 ) So, you can imagine how shocked I was on XX/XX/XXXX when I looked at my account online and discovered that all the fraudulent charges had been re-applied to my account! ( See Attachment 4. ) Of course, I called Chase immediately and they passed me on to the Fraud Department. 





There I spoke with XXXX, a supervisor who told me that an investigation had been done, and that since my password was used, I was to be liable for all the charges. She said a letter was sent to me, advising me of the decision. The conversation was very short. When I asked her if she would call me back if we got disconnected. XXXX said, we wont get disconnected, When I asked if there was someone else, I could talk with about this matter, she said I could look that up on XXXX. As of today, I have not received the letter. 
I have had an account with Chase for over 25 years. During most of that time, I have maintained four accounts with an average balance of more than the {$75000.00} minimum balance requirement to receive free checking. Usually more than twice that amount. In the past I have received excellent service from Chase including several warnings about suspicious transactions. As stated above, I even received a warning about these fraudulent transactions. However, in this instance Chase has let me down. The fact that a thief somehow hacked into my account and was able to make six consecutive fraudulent withdrawals and Chase was not able to stop this is outrageous and unacceptable.

I contend that given the information that I have presented above, Chase should restore all of the charges associated with these fraudulent transactions. 
Sincerely, XXXX XXXX Attachments ( NOT ATTACHED )

Company response to consumer: Closed with explanation