Consumer complaint received 2019-02-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Step 1 : What is this complaint about? 
There were 2 unauthorized transactions done with my debit/credit card on XX/XX/XXXX which posted on my account JP Morgan Chase Bank, N.A ( checking account ) as debits on XX/XX/XXXX, in the amounts of {$240.00} made at XXXX and {$61.00} made at XXXX, form a XXXX store XXXX located in XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX. 

Step 2 : What type of problem are you having? 
Per my bank JP Morgan Chase Bank, N.A ( Chase ), the unauthorized transactions will be charged to my bank account without my consent despite the fact I have disputed the amounts with my bank. 

Step 3 : What happened? 
On XX/XX/XXXX I received an e-mail from JP Morgan Chase Bank, N.A ( Chase ) notifying me that my debit/credit might have been compromised. I called Chase to find out why, and they said they will send me a new debit card. I was also told that I was restricted to drawing {$100.00} per day with my debit card and limited to {$500.00} purchases on my online transactions until my new card arrived. 

On XX/XX/XXXX when I looked at my XXXX XXXX bank statement, I realized the unauthorized transactions were made ( mentioned above ) and notified Chase ( submitted a claim # XXXX ). I reported to Chase again on that day that had received an e-mail form Chase notifying me on XX/XX/XXXX that my debit/credit card might have been compromised and they claimed to have sent me a new card but I had not received it. The card that was compromised and the new card which I never received were both cancelled by Chase and was told a new one was issued to me on XX/XX/XXXX. 

On XX/XX/XXXX I called Chase to follow up again because the day I made the report, I was told to sign the report letter that would be e-mailed to me and send it to Chase, but I never got it. I logged into my Chase online account and looked at my statements and documents, but there were no letters or notifications about my report posted for me to sign. I called Chase to follow up and get the form, but I was told by the representative who answered my call that I didnt need to sign any letter. I was told it was not needed anymore. 

On XX/XX/XXXX I received a letter from Chase dated XX/XX/XXXX notifying me that they determined the transactions were authorized and they will not return my money. 

I called Chase again on XX/XX/XXXX to reopen my case and asked Chase to do their due diligence and look into the matter since I did not authorize the transactions and was not present at the claimed location where the transactions were made XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX. They reopened the case and it will take an additional 5 days for a final descision. I never received the new debit card that was supposedly mailed to me on XX/XX/XXXX, Agent XXXX at Chase told me a request for a new card was never placed for me on XX/XX/XXXX as I was told by Chase that day. So, XXXX, in the fraud department said he would send me a new card on XX/XX/XXXX for the 2nd time. Step 4 : What company is this complaint about? 
This complaint is about my bank JP Morgan Chase Bank, N.A ( Chase ), for an unauthorized transaction that was charged to my bank account without my consent. The bank is not doing its due diligence in properly investigating the matter or in protecting my assets. I was never at the location where the transaction was made ( in person ). Why cant Chase request surveillance video recording of the time and place from the XXXX store where the purchase/transaction was made? Chase is not able to provide me with a signed receipt of the credit card transaction, nor was the transaction a debit card transaction in which my pin number has to be validated. Chase has not shown me proof that the transaction was made by me in writing or in any other format. The only claim Chase has is that a card with my debit cards number was used at the location. That does not prove it was me or that I consented to the transaction. If my card was duplicated or compromised, Chase has the obligation to protect my assets. When I opened my checking account with Chase I was told my money was protected and that I was not going to be responsible for any unauthorized transactions. Why cant they do their due diligence and properly investigate? 

Step 5 : Who are the people involved? 

JP Morgan Chase Bank, N.A ( Chase ) and XXXX XXXX store located in XXXX XXXX, CA XXXX ( XXXX ) XXXX.

Company response to consumer: Closed with monetary relief