Consumer complaint received 2020-10-29
Company: JPMORGAN CHASE & CO.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I bank with JPMorgan Chase Bank ( Chase ). I have a checking and savings account, as well as a credit card. On XX/XX/2020 I used my debit card to take aXX/XX/XXXX to the airport and travelled to XX/XX/XXXX While in XX/XX/XXXX I used my Chase Credit Card to make purchases. 

On XX/XX/2020, I received a text alert from Chase notifying me that my debit card had been used to make two {$500.00} ATM withdraws at a XXXXXX/XX/XXXX Chase ATM. I immediately contacted Chase and advised them that I didn't conduct these two transactions and they were unauthorized. The Chase representative assured me that my card was frozen. Later in the day on the XXXX, I continued to receive alerts from Chase that my card was being used to conduct a transaction at a XXXX XX/XX/XXXXXXXX totaling {$210.00}. On this same day ( XX/XX/2020 ), five ( 5 ) {$20.00} unauthorized ATM withdraws from the same XXXX XX/XX/XXXXXXXX ATM were conducted as before. I contacted Chase again and told them that these transactions were unauthorized. 

On XX/XX/2020, Chase credited my account for the two {$500.00} transactions. On this day, as well, one ( 1 ) {$20.00} ATM withdrawal was made on an ATM in XXXX XX/XX/XXXX. On XX/XX/2020, Chase credited my account for {$120.00} which was the total of the six ATM transactions. 

From the time of the initial complaint to Chase, I only used my Chase credit card for purchases. I returned to XXXX XX/XX/XXXXon the night of XX/XX/2020. I worked XXXX the next available business day, so I went to my local Chase branch on XX/XX/2020 to open new checking and savings accounts. 

On XX/XX/2020, I received notification from Chase that my Regulation E claim had been denied, including the transactions that had occurred after I notified XXXX of the first unauthorized transactions. I contacted Chase again and advised them that I was out of state at the time of the transactions and that I didn't authorize the transactions. I told them that I still had the card in my possession and that my PIN number was not written down anywhere. 

On XX/XX/2020, I was notified a second time that my claim had been denied and Chase debited my account for the previously credited transactions. 

I feel Chase is violating Regulation E, section 1005.6 ( b ) ( 1 ) ( Timely Notice Given. I provided them timely notice of unauthorized transactions and Chase permitted additional transactions to occur on my account.

I also feel that Chase is violating Regulation E, section 1005.11 ( c ) ( 4 ) ( 5 ) ( Extent of Investigation ) by simply denying my claim because a PIN number was used. This regulation clearly states that Chase may not limit its investigation solely to the payment instructions where additional information within its own records pertaining to the particular account in question could help to resolve a consumer 's claim. In this case, Chase has access to my Credit Card transactions that show that I was in XX/XX/XXXX as well as video footage available from their own ATMs, that will show who conducted the transactions. Chase seems to also be ignoring the fact that fraud involving counterfeit cards and skimming devices is at an all time high. Chase did not advise me, when they denied my claim, whether the card used to perform the transactions was a chip enabled card, as mine is, or whether it was swiped at the merchant. This fact would also point to a counterfeit card being used and not my card, which I still had in my possession.

Company response to consumer: Closed with monetary relief