Consumer complaint received 2021-01-27
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:
XX/XX/XXXX I received a fraud alert on my phone from Chase regarding 3 suspect fraudulent transactions that occurred at a gas station in XXXX XXXX, CA. I immediately responded to the alert, while working, and called the number to verify that this transaction was not authorized by me. At this time my debit card was in my possession. A claim was opened and temporary charges were credited back to my account. At this time, I was not informed to call merchant and/or file a police report. 

XX/XX/XXXX I received an update on the claim, that stated " We found the transaction ( s ) was processed correctly or was authorized ''. 

XX/XX/XXXX I was not instructed that I would get a letter with updates, but only found the letter, dated XX/XX/XXXX, within my online bank account profile on XX/XX/XXXX. I immediately called and reported that I did not agree with their findings. Although, at this time the findings that they had presented to me over the phone were extremely confusing and not explained thoroughly. The claims specialist reported that the claim could only be reopened if I submitted evidence to prove that I did not authorize the transactions. The claims analyst did not provide me with any additional support regarding evidence that I needed to submit. I was still not advised to file a police report. I collected evidence to prove that I was working several miles away from the fraud location with the debit card in my possession. I faxed it the claims department on this day. 

XX/XX/XXXX I called Chase claims department to receive an update. I was advised that it would take 3-5 business days to review the evidence that I had provided and that I would receive a call from a claim 's specialist to review the results. 

XX/XX/XXXX I did not receive a call. I then checked my online account for letters/statements and discovered a second update letter dated XX/XX/XXXX that stated " transaction ( s ) was processed correctly or was authorized. '' I proceeded to call the claims department and spoke to specialist that was not able to explain the reasonings/research which resulted in the denial of the claim. He stated he could no longer reopen the claim. I asked to speak to his manager, XXXX, who reviewed the case and reported it wasn't that she did not believe me, but that there was not anything else Chase could do for me. 
I then called the merchant and made a claim. I received a call from the merchant, XXXX, soon after, who stated that the transaction was made on an outside gas pump by a man with a XXXX pick up truck. 
Right after the call, I filed a police report. I then called what I thought was the fraud department at Chase, but ended up being customer service. I was hoping to speak to a fraud analyst who would be able to help me understand why the claim was denied, but I was directed to claims department who I have determined to not be helpful after the 8th interaction/call that I have had with them.

Company response to consumer: Closed with monetary relief