Consumer complaint received 2022-01-21
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:
XX/XX/XXXX I received an automated message from the Chase fraud XXXX number at XXXX stating that someone was trying to set up a digital wallet and if this was not me to " press 1 '' and then enter my debit card pin. I did so and then was called back at XXXX XXXX by someone who said they were with the Chase fraud department and noticed fraudulent activity on my account ( which there was a {$40.00} ATM withdrawal in NY ). 

This person I spoke to then told me to open my Chase app on my phone and I would see a message, which I saw a message asking if I was on the phone with a Chase fraud representative. I pressed " yes '' and he continued to go through what was going to happen, claiming that I would get a new card sent via XXXX. I gave him no information, not even my address, he just asked if the address on file was correct and I said yes since we have our mortgage through Chase. He then called the next day saying that there was a delay due to weather and the card would not be there until next week. I continued to get the automated calls from the XXXX number asking for my pin to verify it wasn't me, again this is the same number as Chase fraud dept even comes up as them on caller ID. 

XX/XX/XXXX I continued to see charges/ withdrawals on the debit card, but the person I had talked to said not to worry that those would all be reverted. He also claimed the card was deactivated. 

XX/XX/XXXX I happened to be visiting my in-laws for XXXX and explained the story to them. They said it sounded suspicious and asked if I had called Chase. I called the Chase Fraud Dept and they said they had no open claims. I explained the situation to them and they reversed the fraudulent charges. They had mentioned that the person had set up multiple digital wallets and they had to sever those connections before issuing a new debit card since if it wasn't it would automatically use the newly issued card. They claimed they successfully severed all connections. 

XX/XX/XXXX I noticed that I was still getting charges on my debit card so called Chase Fraud Dept again and they said that one of the digital wallets was actually not severed correctly, so they had to issue a second new debit card. In total I spent about 3-4 hours on the phone with Chase over the two days. 

XX/XX/XXXX I wound up receiving a new card. I called Chase to verify there was nothing else I had to do with it, because it was saying it had been activated already. They said there was nothing else that had to be done. I tried using it, multiple times and it would not work. I then called the Fraud Dept and they said that it was flagged as stolen because it was the first card where they did not sever the connection. I later got the new card which did work, but we had about a week or so where I had to have my wife 's card with me in order to be able to buy anything. 

XX/XX/XXXX We checked our account and noticed all of the credits back to our account were reversed again. I called the Chase Fraud Dept and spoke with them. They said that they were reversed because the verified that the person used my pin and I said I never gave my pin to anyone. Again, I was getting automated messages from a number that was coming up as JP Morgan Chase and asking me to punch in my pin to " prove '' it wasn't me trying to set up the digital wallet. He then said that there was nothing more they could do. After arguing with him he said I could submit a police report with our local police and they would " maybe '' open the case again. 

XX/XX/XXXX We called the local police and explained the situation to the officer who came out. They opened a case. I called Chase and gave them the case number. 

Total taken from us was {$3400.00}

Company response to consumer: Closed with monetary relief