Consumer complaint received 2017-06-26
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the night/early morning of Thursday/Friday XX/XX/XXXX/XX/XX/XXXX my debit card was stolen out of my wallet and replaced with another individuals debit card. The same individuals who performed the switch then observed me attempt to make a withdrawal at an ATM at approximately XXXX. It was at this time that the individuals who stole my debit card I believe obtained my pin number. I was notified by Chase bank via email and text alerts of suspected fraudulent activity shortly thereafter ( approximately at XXXX in the morning of Friday XX/XX/XXXX ).  Unfortunately, I was asleep when these alerts were sent to me. Upon awaking on Friday morning at approximately XXXX, I saw the notifications and immediately checked my bank activity. It was then that I identified 4 total transactions that were not made by me, and also realized that the debit card I had in my wallet was in fact not mine, but another individual 's who I have never met before. I called Chase fraud protection at approximately XXXX to notify the bank of the fraudulent charges made on my card and immediately cancel it.
I was then forwarded to the Chase Claims department and told them everything that I had identified on my bank account as fraudulent. Two separate claims were opened and I was told that I would be notified of the status of those claims via email once a " thorough investigation '' had followed. That same Friday, XX/XX/XXXX, I went to the XXXX Police Department to file a police report of the incident. I obtained this police report and have included it in the following pages.
I then called chase bank on Saturday XX/XX/XXXX to get an update on my outstanding claims, and then to confirm that some information that had been revealed to me during my initial call on the morning of XX/XX/XXXX when I made my initial call to chase. This information that the chase representative revealed to me was as follows : an individual had called chase at approximately XXXX on the morning of Friday XX/XX/XXXX to increase my ATM withdrawal limit to {$1000.00} from {$500.00}. As phone records would indicate, I never made that call, but was instead the people who committed the fraud. This was not in the existing claims information the representative on the phone explained to me, so I stayed on the phone for close to an hour, to finally be told that I had to go into a Chase branch in order to continue the conversation. I then proceeded to go to a Chase branch and then spoke with an individual there, who then called Chase Debit Card fraud protection to continue my conversation. At the end of the conversation, the individual confirmed that this evidence was now added to my outstanding claims.
In the afternoon of Monday XX/XX/XXXX, I received an email from Chase stating that they would not be crediting my account for any of the fraudulent money orders that were made. This is approximately 72 hours from the time that the fraud was reported. At this point, the police have not even had ample time to look into video surveillance, ATM transactions, etc. which I was going to provide to Chase the second that I were to receive correspondence from the authorities. The transactions that chase is denying to credit my account for were three money orders/travelers checks in the early morning of Friday XX/XX/XXXX, each for the same amount of XXXX for a total of {$2700.00}. The fourth transaction was for an ATM transaction for {$500.00} at around the same time.
I am writing this complaint for the fact that chase did not even wait to hear back from the police investigation, surely did not do an in-depth investigation as they had their conclusion in under 72 hours, and did not even reach out to me for any further information.
The fact that all of these transactions are 1. Completely out of the ordinary of any activity I have ever had while banking with chase, 2. Drained my entire bank account, 3. There was a phone call made to chase to increase my atm withdrawal limit which I have never done in my life ( this request was in fact denied ), 4. I confirmed that there are surveillance cameras in use at the suspected ATM they used according to my bank statement ( " ATM State/XXXX XXXX XXXX, IL ) and they did not even wait for that surveillance evidence to come to them.

Company response to consumer: Closed with monetary relief