Consumer complaint received 2020-08-28
Company: JPMORGAN CHASE & CO.
State: NJ
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:
My name is XXXX XXXX, born on XX/XX/XXXX. I live on XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX, NJ XXXX, USA. My phone number is XXXX. My email address is XXXX In mid-XXXX, I have traveled to XXXX XXXX, and one of the countries I visited was XXXX. During that trip, I carried my pocket wallet and I had some cash and my Chase Visa Debi Card. I used the card a few times in XXXX, XXXX. The last time I used the card was when I did a small cash withdrawal, the exact amount I do not remember, but was something around XXXX EURo ( equivalent to approximately XXXXUSD ). I have used the card to get some cash from the ATM, and used the pin number at that time. The funds were to get by for about 2 days, ( eat lunch dinner, etc ). While in XXXX, XXXX, I realized someone stole my pocket wallet the following day. I looked everywhere and did not find my wallet. It was nowhere to be found, also not in the apartment I was staying. Also, my chase debit card along with some cash and pocket wallet was missing. 
I was in a foreign country and did not know what to do. I immediately called Chase Bank ( I believe the date was XX/XX/XXXX ) to report the stolen card. I was told that some funds were withdrawn from the atm, which I NEVER authorized. Also, I was told that the card is used to make purchases. Again, I did not authorize those purchases. I was shocked that my card was stolen and used by someone. How they used the card and the pin I have no idea. I complained this to Chase Bank, they told me I will be reimbursed for my loss, and they will investigate. They opened 3 claims. 2 claims were for ATM withdrawals. The claim numbers are : Claim # XXXX in the amount XXXX, and Claim # XXXX amount XXXX. Both of these were atm withdrawals which were made by someone other than me. Another claim was for non-atm withdrawals, which means the card was used by someone to make store purchases as Chase told me. The non atm Claim # XXXX amount XXXX. Chase told me they will investigate and refund me the stolen funds. After a week I called chase bank ( phone number XXXX ), and to my surprise, they already closed the claim, and denied it. I could not believe that! Being in a foreign country, I went through a lot. My card was literally stolen and used by someone other than me. They used the card to make withdrawals. They used the card to make purchases. I have no idea how they got access to my information. But I had my pocket wallet, and some cash inside, along with my Chase debit card. The card pin was not written on the card, or in my pocket wallet. They managed to get my funds and use the card, without Chase bank blocking it. On top of that, Chase bank told me they can not help. When I called back on about XX/XX/XXXX or so, I complained that this is injustice. They claimed that VISA said someone used my card with my pin number! I said this is exactly what I told the bank, that my physical card was stolen and being used by a thief. That I want my funds back. They said the claim will be reopened and they will investigate. Again, I called the Chase fraud department on XX/XX/XXXX, and to my surprise, they did not reopen the claim. On top of that, they said the claim was denied because the physical card was used to withdraw the funds from the atm. I can not believe this, that a bank can not protect its clients. That I have stated so many times, the fact that my card was stolen along with my wallet, and someone had access to it, without my knowledge. When I found out the following day that my card was missing, I reported directly to the claims department. But they did not do justice or investigate this claim. I have not idea what else to do, but Chase bank did not investigate my fraud. My funds were stolen, and I have nowhere to go. I want to open a consumer complaint to help me with this. Thank you!

Company response to consumer: Closed with monetary relief