Consumer complaint received 2019-09-24
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:
My XXXXyr old daughter is a XXXX XXXX XXXX in her XXXX year at college and is a victim of identity theft. Her bank account was compromised using XXXX XXXX digital wallet in the state of Georgia, and we live in California. We have disputed the fraudulent charge, the ATM deposit and withdrawl with Chase Fraud Services, their Claims department and the Executive Level complaint line. However, Chase is still denying our claim and they are basically saying my daughter is lying. They insist my daughter received an authentication code, on her phone to allow for the charges ; however she never received the notification or text. Chase bank allowed three transactions to process on her account on XX/XX/19 and we identified them as all fraud : a {$200.00} deposit, a {$100.00} withdrawal and a store transaction of {$760.00} at a wholesale membership club in Georgia. Chase emailed my daughter a FRAUD Notification at the time the transactions took place, asking if she authorized any of these transactions. She contacted the bank immediately and filed a disputed transaction claim. The Chase executive I have been working with admitted today, they had an error on their side and one of the three transactions was never properly disputed because they had " system errors ''. These transactions took place on XX/XX/19 and I just found out yesterday, XX/XX/19 that one transaction was not processed correctly. Our initial phone call to Chase Fraud services was reviewed and it was determined that we verbally disputed it and Chase did nothing about it. One of the three transactions was a deposit that was made to her bank account through an ATM in XXXX, Georgia and we live in XXXX, Ca. I have proof my daughter was in CA at the time these fraudulent transactions took place. I even have a copy of the check, and so does Chase, that was deposited to her account and the name on the front and the name on the back do not match my daughters name or signature, which Chase has on file. Chase temporarily put the money back while they investigated the claim, then, after only a few days, we received denial letters for only 2 of the three claims and Chase removed the temporary funds and have now left my XXXXyr old daughters bank account balance more than {$700.00} in the negative. Chase has a statement on their website regarding XXXX XXXX Unauthorized charges, which states, " you won't pay for any unauthorized transactions as long as they are reported promptly ''. We reported it as soon as we received the email notification from Chase 's Fraud department. I have made numerous documented phone calls to Chase on my daughters behalf, and all have fallen on deaf years. My daughter never lost her phone, never lost her ATM card nor did she share her pin # with anyone. Chase refuses to review the ATM surveillance footage where the deposit and with drawl took place in XXXX, Georgia. Chase also refuses to give us back the money or honor their unauthorized charges process. We fear they will report her to the credit agencys next and hurt her credit before she even has a chance to build her credit. Your time and support is greatly appreciated.

Company response to consumer: Closed with monetary relief