Consumer complaint received 2022-07-26
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 received a call from Chase on XX/XX/2022 at XXXX XXXX  and didnt pick up ( I dont recognize the number ), they called back immediately saying there was fraud on my account and that someone was trying to make a purchase at XXXX. They asked if I was in XXXX Texas and I said no, they asked if I knew anyone in XXXX and I said no. While the conversation is happening I XXXX the number they called from and it pops up as the Chase Fraud protection line so I feel comfortable to continue speaking with the representative, I also log into my Chase account to check my balance and dont see any new transactions from XXXX XXXX I ask the representative about this and they tell me the transactions were flagged and so they wont show up on my account. They proceed to tell me they will close my current debit card because my account is compromised. I hear typing in the background and assume they are taking care of whatever it is they have to on their end. In the meantime Im making small talk, I ask where theyre based out of, they tell me XXXX XXXX I say something along the lines of I live in California also, I also thank them for taking care of this. They then tell me theyve gone ahead and closed my debit card and a new one is being reissued. They ask me to enter my old pin to deactivate, I never said my PIN out loud, I entered the numbers, they then asked me to enter a new PIN number which enter in as well va the keypad. She then proceeds to tell me theyre going to activate XXXX XXXX. I dont use XXXX XXXX so I ask why. The representative tells me that itll enable me to have access to my money between now ( that my card is deactivated ) and the time my new debit card arrives. She then tells me they will be sending me a text with a link to activate XXXX XXXX and to please click on the link to verify, once clicked it will send me a verification code and to please share it with them. I receive the text with the link, I click on it and verify then let them know the code texted to me. The representative tells me Im all set and that I should receive my new debit card within the next several days and we hang up. About a half hour later I receive a text alert from Chase that someone has tried to make a {$1400.00} purchase at XXXXXXXX and do I approve the transaction, I text no and immediately check my bank account. Someone had made a {$700.00} purchase at XXXX and made 4 separate ATM withdrawals totaling {$740.00}. I immediately call Chase to speak with someone and tell the representative the entire story. He does some digging and tells me they used XXXX pay to make the ATM withdrawals and to make the purchase at XXXX. I tell the representative I just spoke with Chase about a half hour ago regarding fraud and at that time I didnt see anything in my account so why do I all of a sudden have these charges on my account when I just spoke to them. He does some more digging into my account and he said they mustve spoofed the Chase fraud number and via the texted link, added their number as an authorized user of XXXX XXXX to my account, and when I entered my pin into the keypad they mustve picked up the numbers. He tells me Chase fraud is only open until XXXX XXXX  XXXX and the fact the call came after that time is a red flag. He tells me hes entering in all the information into the notes and that I will have to call Fraud in the morning when theyre open ( XXXX XXXX  PST to XXXX XXXX XXXX ) to file a claim. He removed the unauthorized number linked to XXXX XXXX account and reissues me a new debit card while closing the old one ( in my mind this is the 2nd time Im doing this with the exception being he never asked me to enter in an old or new PIN number and although he texted me a link to deactivate he never asked for the code obtained via the link ). I set an alarm and promptly call Chase fraud at XXXX. PST to tell them the situation. They open a claim and let me know that they should have a decision within the next few business days. Fast forward a week and I see that my account has been credited the fraudulent purchase made at XXXX, however I dont see an account adjustment for the fraudulent ATM withdrawals. I wait a few more days and decide to give them a call. After being transferred several times ( XXXX to be exact ) I find out they will not be crediting my account for the fraudulent withdrawals because I gave my PIN- the PIN that was obtained through false pretenses and lying along with the money being withdrawn by an unauthorized user in an unauthorized transaction. Im beyond livid at this point and finally ( after being on the line with Chase for close to XXXX hours - XXXX hr XXXX minutes to be exact ) and them asking me for documentation ( to prove that I was home when the charges occurred - what?!? ) followed by me telling them they should have video of everything where they can clearly see its not me making the purchases or withdrawing money, I was able to have them reopen the claim to re-examine the decision. So not only am I out {$740.00} ( originally {$1400.00} if you include the XXXX charge ) but also 2 hours of my time, the majority of which were spent on hold. Since I recently got off the phone with Chase I was told they would have a decision for me with the next 3-5 days. Will update with any new information when received.

Company response to consumer: Closed with monetary relief