Consumer complaint received 2017-06-28
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I noticed that my ATM debit card was missing. I called Chase Bank immediately. Chase asked me about my last transaction. I informed Chase that I had made a deposit on XX/XX/XXXX. Chase informed me that there had been a debit to my account on XX/XX/XXXX in the amount of {$1500.00} to XXXX XXXX XXXX XXXX in Nebraska. I told Chase this was an unauthorized transaction. I do not do business with XXXX, I had never heard of XXXX XXXX XXXX in Nebraska or had any business with them, and I would never have a transaction in that high of a dollar amount. I maintain a fairly low balance in my checking account. I use my ATM card infrequently, once or twice a month, usually withdrawing {$100.00} or {$200.00}. I rarely debit- 6 times in 6 years to local area stores ( XXXX , XXXX XXXX ), the highest amount {$83.00}. I told Chase this was fraud. Chase told me they closed the card XX/XX/XXXX and opened a claim # XXXX. When I traveled to XXXX in XX/XX/XXXX I advised Chase before my trip. While in XXXX, they stopped use of my card 7 times! They were concerned that there were unauthorized transactions ( none over {$400.00} ). I phoned them each time, explaining that I was in XXXX ; and that the charges were okay. This shows that Chase has fraud detection software. How they allowed a {$1500.00} ( dollar value way over any of my usual patterns ) debit ( again, I rarely debit ) to my account from an unknown, out of state vendor seems like their software did not work. This is outside any parameters I have established as a Chase customer in over 3 decades. On XX/XX/XXXX XXXX at Chase said the algorithm did not pick up the discrepancy. On XX/XX/XXXX I received a package from XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, IL. It contained a 2 x 2 plastic pyramid. I tried to reach the sender via voice and left a message. I received a text XX/XX/XXXX from XXXX. I told him I had received a package I had not ordered. He had to contact the owners ; but, result was they would have no problem giving a refund and would mail me a Return Authorization, which I never received. On XX/XX/XXXX I met with XXXX XXXX at Chase XXXX XXXX XXXX branch. I explained the situation, showed her the plastic piece and the packaging, the texts with XXXX. I was given a new claim # XXXX. Chase asked that I file a police report. I filed a report with Deputy XXXX XX/XX/XXXX. He said this was identity theft ; so, I also filed a report with the FTC as recommended by Deputy XXXX. I also filed a report with Attorney General XXXX XXXX XXXX. I provided all the documents to XXXX at Chase XXXX XX/XX/XXXX, she faxed them to the Claims Department. I was advised by Chase on XX/XX/XXXX to discontinue contact with XXXX while they researched the fraud. On XX/XX/XXXX Chase requested that I complete a Questionnaire. I did so and returned to XXXX XX/XX/XXXX. On XX/XX/XXXX XXXX at Chase told me that the merchant had provided evidence and that my claim was denied. XX/XX/XXXX I was connected to XXXX in the Escalation Department. He said he was contacting XXXX and would follow up with me XX/XX/XXXX. He did not. XX/XX/XXXX I wrote a letter to Chase recapping the events. XXXX faxed the letter with all supporting documentation to reassert my claim. XX/XX/XXXX I called Chase. XXXX told me that my reassertion request had been denied and I was transferred to XXXX, an Escalation Specialist. XXXX said she would file an internal complaint and directed me to go to my local Chase XXXX branch. XX/XX/XXXX I spoke with XXXX and requested they file a complaint with the corporate office. XXXX XXXX, XXXX manager from Chase told me the complaint was put in the system XX/XX/XXXX. I informed Chase in a timely manner- the same day I learned my ATM debit card was missing.
Chase told me of the fraudulent transaction. Chase fraud detection did not catch a debit 1 ) way over any dollar amount I ever incur 2 ) a debit when I rarely debit 3 ) a vendor I do not know - all outside the norm of anything Ive done in my history with Chase. Chase is not honoring their responsibility. The reason we keep our money in a bank is to protect it from theft. This was theft.

Company response to consumer: Closed with explanation