Consumer complaint received 2018-03-07
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:
XX/XX/XXXX my daughter 's debit card was used at XXXX 's 1 minute after she had made a {$5.00} transaction. The fraudulent transaction was for {$100.00}. Five minutes later, a {$500.00} amount was charged and the {$200.00}. The {$500.00} and {$200.00} were declined because of insufficient funds. We were notified of the activity on XXXX XXXX or XXXX and immediately let Chase know that her card was hacked. They canceled the card and gave her a temporary credit back while they looked into the problem. When she received her new card, the same problem happened. On XXXX XXXX, XXXX, the amount of {$200.00} was charged to her debit card at the same XXXX. I noticed it when it posted on the XXXX. I called and had the card canceled. They have issued a new card that I have not activated. In the meantime, Chase reversed the temporary credit on the original {$100.00} from the XXXX. They argue that the card was chipped and in her possession, and since the purchase was made within a minute of her using it, it must be her. They reversed the {$200.00} from the XXXX as well. Their argument was again because it was chipped. There are articles all over the internet about how chipped cards are hacked, so that to me is a moot argument. Her transaction history shows that she never spends more than {$20.00} at XXXX at a time. Her big purchases have been to the driver 's training school here in town and transfers to my account for deposit into her college fund. I have pointed this out repeatedly to Chase. I have called their customer service department and talked to XXXX and XXXX on XXXX XXXX ( I believe ). I talked went to our local branch and spoke with XXXX XXXX that same day, and she spoke with whomever she could on the phone. She then went to her branch manager who opened a customer service escalation complaint. I spoke with that person today, and am still being told that they can do nothing because it was a chipped card. Their customer service policy is a Zero Liability policy, which I read to them. She has not been negligent with her card. I can't get the surveillance footage from XXXX. I have tried. I will be going back tomorrow. We have been with them almost 20 years and rarely have had to report any kind of fraudulent activity, so when we do, it's real. They say in their customer service policy to do what's right ; use common sense. They have not done either of these. The more they say you can't hack a chipped card, the more I say, " It's been done. '' I was with my daughter at 1 minute after her {$5.00} purchase. We were waiting for our drinks. She did not spend the {$100.00}. I was with her. I saw! 3 and 5 minutes after, we were in our car headed home. 

A separate issue is a check that was cashed by her via my Chase app. It was depositedXX/XX/XXXX. She got rid of the check in XXXX XX/XX/XXXX, she received a letter stating they were taking {$140.00} from her account because the check had been " posted more than once. '' When I went in the branch to deal with the above issue, I asked about this, trying to figure out what was going on. Someone got ahold of the check and 2 months after she had deposited it, went and cashed it somewhere. The bank chose to honor the physical check, even though the person was not my daughter. When XXXX heard that, her exact words were, " That's stupid! Why do we offer this service if the customer can lose money. '' The issuer 's bank should be dealing with this mess, not me. Cashing a check 2 months after depositing it should set off warning bells to Chase that it's not right!

Company response to consumer: Closed with explanation