Consumer complaint received 2023-09-25
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This report is regarding claim XXXX XXXX XXXX XXXX XXXX XXXX for {$1900.00}. 

On XX/XX/XXXX, I received a text message notice for suspicious fraud activity occurring on my Chase debit card ending in XXXX, under the name XXXX XXXX XXXX XXXX MI for a total of {$5.00}. Chase, in text, asked me to confirm if this activity was me. I replied NO. Chase automatically deactivated my card and notified me that they will be sending me a new card [ ending in XXXX. Card info relevant towards the XXXX evidence statement ] .I gave Chase a call to confirm suspicious activity was taking place under the XXXX XXXX XXXX, and they helped me begin my XXXX claim to refund it, and reset my username and password on Chase . That was the end of the call. 
That claim number is XXXX XXXXXXXX. 

I had assumed my account was now secure and I could move on from it while I wait out the claim. 

On XX/XX/XXXX, I noticed there were many more charges that had been placed during XX/XX/XXXX. XXXX more charges to be exact, each of them being below {$100.00}. It was under a new name of XXXX XXXX XXXX XXXX resulting in a total of {$1900.00}. The transaction merchant type says lawn and garden store, and the method was done in-person. I have no recollection of seeing these charges at the time I was on the call with Chase on XX/XX/XXXX regarding the XXXX claim [ # XXXX ] with the XXXX XXXX name. Chase had never sent me a second text message alerting me of this new XXXX XXXX name that took place on my account. The Chase representative I had been on the phonecall with on XX/XX/XXXX regarding the 1st claim also never asked me about these additional charges while we were on the phone. Unfortunately I missed these charges while they went past pending and into completed transactions. 

Once I took notice to these charges on XXXX I immediately called Chase in distress and said that we need to make another claim for this {$1900.00}. I told the representative, these charges should have NEVER gone through on my account due to my chase account already getting flagged for suspicious activity. I was under the impression that my account was safe and everything would be okay. My new card was once again deactivated and they sent me a new one ending in XXXX. A new, 2nd claim, was then created for the {$1900.00} on XXXX 
That claim number is # XXXX. 

Both claims show that they originate from XXXX, but the payment method used was through XXXX XXXX, which was linked to my debit card and ultimately charged on my Chase account.

Chase later denied my 2nd claim [ XXXX XXXXXXXX ], and is still processing the 1st claim as of today 's date of XXXX 

On XXXX I filed an appeal for the 2nd claim with the balance of {$1900.00}. 
My appeal listed evidence including : 1. A Chase text message asking me to confirm if XXXX XXXX was me. 
2. Evidence on my XXXX XXXX that I have no suspicious activity being sent there. Only money sent was towards friends. 
3. Evidence that I contacted XXXX XXXX to confirm XXXX transaction history can be seen on my account using the original debit card. The results show no history for the month of XXXX or XXXX. 
4. Lastly, a written statement from XXXX telling me they were unable to find any history using any of the 3 debit cards listedthe original one the fraud charges were made under, as well as the 2 cards that Chase replaced. When I asked XXXX if my cards were listed on any other foreign profile on their platform, they told me they could not find it anywhere else either. 

Chase once again denied the appeal.

Chase told me their reason for denying both claims is due to 1.checked systems were able to confirm that no new devices were added onto my profile, 2. The device used was consistent with what is used on my login history, and 3. There were no login failures. 

I have since filed a police report with the XXXXXXXX XXXX XXXX Police Department on the date of XX/XX/XXXX. 

I feel wrongfully accused by Chase. I had previously alerted Chase of suspicious activity on my account. I should have been protected before these charges were finalized, because I did not authorize these charges. *I should not be responsible for any unauthorized purchases made on my bank account. *

Company response to consumer: Closed with monetary relief