Consumer complaint received 2020-06-02
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:
I have been with Chase Bank here in XXXX XXXX since they took over Washington Mutual. I have had the same account for nearly 20 years. I have had fraudulent charges made via my debit card multiple times over the years where I filed a claim of fraud and 100 % of the time I had the charges and fees reversed and a new debit card issued with no fuss or complications. Two weeks ago, I noticed a {$60.00} withdrawal from a non-Chase ATM with a {$2.00} non-Chase ATM fee. The withdrawal was made at a Mobile gas station at XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX on XX/XX/2020. I noticed the charge on XX/XX/XXXX and I immediately contacted the Chase Fraud Department to file a claim and was issued a credit for both the {$60.00} and {$2.00}. Knowing I did not make that withdrawal, I assumed it would go as it has in the past and I would simply activate my new debit card and move along. It was to my astonishment Chase concluding their investigation and found me liable for the {$60.00} withdrawal saying that it happened at an ATM within a mile of my residence and that because my debit card has a chip, there is no way my card could have been duplicated and used at an ATM using my pin number. The claims specialist I spoke with even went so far as to hypothesize I could have given my card to a friend or family member to withdraw the {$60.00} and then claim it was fraud. Not only is that offensive to someone like me who would never commit fraud under any circumstance, I found the claims specialist completely out of line in how he treated me throughout the call. I do not know much in the way of duplicating chip-embedded credit and debit cards, but I can tell you I did NOT make the withdrawal or give my card to anyone to make the withdrawal and not only have I lost {$60.00}, I have spent many hours trying to fix this that I should have been spending working and tending to other life matters. 

To compound matters, Chase unnecessarily froze my checking account which I had to have reversed, but in the interim where the account was frozen, a ripple effect occurred and I now have to resolve issues with several vendors I have connected to my account who have paused business with me until I can prove my account is legitimate. It has been a mess to resolve. 

I do realize there are rules that must be followed and I was told because the withdrawal came from a non-Chase ATM, there was not further investigation they could do. I was also told because the ATM where the withdrawal was made was so close to my residence that that raises a red flag. I have had my debit card info stolen in the past so even I was shocked to find that my card information was being used to close to home. I suspected that it could have come from when I used my card at a local carwash where someone may obtained my card information, especially given that the fraudulent withdrawal happened a day or two after the car wash. I also shopped at XXXX 's XXXX XXXX, just a short distance from the ATM where the withdrawal was made. I'm not sure how one goes about getting a card number and pin number, but looking through my bank records, these are the only two transactions I made close to the date of the fraudulent withdrawal. 

Regardless, I find the accusatory language of the fraud specialist to be appalling. I also find the mistake made of unnecessarily freezing my checking account frustrating to then have Chase turn around and hold me liable for a withdrawal I never made.

I'm dismayed with Chase Bank and after many years as a client I will be considering taking my business to an institution that values their customers more. I would like my {$60.00} rightfully replaced and an apology from Chase bank for treating a long-standing customer as they treated me. It is completely unacceptable.

Company response to consumer: Closed with monetary relief