Consumer complaint received 2021-02-25
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:
Greeting XXXX  I write this complaint with deep frustration and PLEA.. I have been in contact with Chase Bank for 10 months consistently trying to get my Fraudulent XXXX theft returned to me without success. I was did told to close account XXXX I did and with Manager XXXX in XXXX. Account was closed with no Theft ... Opened new account and Chase left old account for Fraud Investigation. During that process fraud was competed on old account day later and then off charged to me NEW open account. Branch Manager XXXX stated that it should have been charged off to new account XXXX we closed it in time to prevent FRAUD. I along with him contacted Claims for 8 months in returning getting nothing but deceptions from CHASE ... Unbelievable. THEY DENIED MY CLAIM IN XXXX OF XXXX When asked why they stated that I Placed request payment through XXXX XXXX  and they have MY thumb print for proof of transaction. I ASSUURED THAT IT WAS NOT MY THUMB PRINT FOR TRANSACTION and I was robbed my phone at XXXX XXXX and forced to give up my Pin to access phone ... I used the same PIN for XXXX XXXX and I assume that how they got access to XXXX XXXX to complete transaction and change access via Thumb print. SUMMARY / CONCLUSION I WAS TOLD TO FAX ALL DOCS TO CLAIMS : I have attached copy of my communication with XXXX police department. 1 XXXX Police Dept 2 Bank Letter with XXXX XXXX dater XX/XX/XXXX opened prior to Bank paying money on old account. 3 Copy Of XXXX Police Property report to get back my ID They would review and change determination if warranted. I DID THIS FOR 5 MONTHS STRIAGHT 5 DIFFERENT FAXES FROM DIFFERENT LOCATION WITH PROOF. Two of which was faxed from Chase Branches. I LAST WENT INTO XXXX BRANCH SECOND TIME AND ASKED FOR MANAGER. XXXX XXXX BRANCH MANAGER VP ... RECEIVED DOCS AND SCANNED TO CLAIMS. AFTER 5 MONTHS OF MY TIME I WAS TOLD THEY NOW HAVE IT AND WOULD REVIEW ... That My claim was out of Appeal period ..I had 30 days to submit docs and I did not meet deadline ... " WHAT ... I HAVE Product_Or_Service XXXX XXXX  XXXX Order_Number : XXXX Account_Number : XXXX Desired Outcome/Settlement Desired Settlement : Other ( requires explanation ) DesiredSettlementID : Refund " WHAT ... I HAVE FAXED FOR 5 MONTHS STARIAGHT AND NO ONE TOLD ME THIS. '' ASKED TO SPEAK WITH MANAGER AND WAS TOLD MANAGER HAS JUST REVIEWED AND THERE WILL BE NO CHANGES. I went back into Branch to Speak with XXXX and she stated that it was escalated to EXECS and someone would contact me 48 hours ... I received no contact ... POST 2 DAYS ... ..RE CONTACT XXXX VIA PHONE ... .SHE ALSO HAD XXXX, but once I reinforced her memory she remembered and stated that she would Complaint Details Nature of Complaint : Repair Issues Repair Issues Date Problem Occured : None Provided Date ( s ) Complained : None Provided Purchase Date : None Provided Salesperson : None Provided Complaint Details ( cont. ) Product/Service : None Provided Model # : None Provided Account # : None Provided Order # : None Provided Purchase Price : None Provided Payment : No Money Order Disputed Amount : XXXX Attached/Related File ( s ) Date XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( XXXX ) XXXX XXXXXX/XX/XXXX XXXX XX/XX/XXXX From To Subject Date Sent click to view XXXX Consumer This complaint has been closed. XX/XX/XXXX click to view Consumer Business The business 's response does not resolve my complaint. XX/XX/XXXX click to view XXXX Consumer Response received from the business about your complaint. XX/XX/XXXX click to view Business Consumer Respond to Complaint XX/XX/XXXX click to view XXXX  Consumer A message from your XXXX  XX/XX/XXXX click to view Consumer XXXX The business 's response does not resolve my

Company response to consumer: Closed with explanation