Consumer complaint received 2017-03-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
My XXXX wife, our XXXX young sons, and myself rented a hotel for the family to spend XX/XX/XXXX together in XXXX. We believe some time during afternoon of XX/XX/XXXX I had either lost my wallet, or stolen as it was in my jacket pocket hanging on the chair in the restaurant where we had dinner. The next morning on XX/XX/XXXX, my wife noticed there were 2 charges on our account 1 for {$1500.00} and another for {$270.00} at a place we had never heard of. Since our family had stayed in the hotel room that night with our young kids and never visited that merchant, my wife and I then checked our wallets for our Chase card and while my wife still had hers I noticed my wallet was gone. We contacted Chase immediately to report the stolen card and the fraud charges, and explained the situation to the claim rep. Chase rep then filed the claim and provided temporary credit to our account for the fraud charges while Chase investigate. 2 weeks later, Chase reverted the temp. credit from our account and sent us an email notifying us the merchant had provided my information to Chase which Chase then denied my claim! I was dumbfounded. We then proceeded to contact Chase fraud dept. again, explaining the situation again and reminded the rep my wallet was stolen and all of my information was in my wallet including my driver 's license, biz card with my email address and phone number, bank and credit cards, and my SS card. I was disappointed Chase would accept such reason from the merchant after we had clearly stated during our first call to Chase that my wallet was stolen along with my ID and other cards with my info. I did not feel Chase had actually tried to protect their customer, taking such unacceptable reason and denied our legitimate claim without even discussing with the customer first. After we had reminded Chase rep our wallet was stolen along with my ID and info, the rep told me they would reopen the claim to further investigate. Feeling insecure of Chase 's efforts, we reached out to the merchant directly asking if they have cameras installed showing customers entering the venue, the manager told me they do have 2-3 cameras at the front including at the cashier. I explained the situation to the merchant and asked if they could send the video of the fraud transaction to either myself or directly to Chase. The manager agreed he would send the video footage to Chase, which I then also notified Chase rep and the rep said they will ask for the surveillance video of the thief 's transaction from merchant. 2 more weeks later, we got another email from Chase denying our claim using the same reason again that the merchant had my address information. Feeling frustrated and scammed at this point, I reached back out to Chase in a very polite manner earlier today to seek clarification. This time, a Chase rep named XXXX was very rude and condescending, talking over me every sentence, and simply just repeated over and over there 's nothing Chase can do since the merchant had my address info even I had explained multiple times my wallet was stolen. I also asked the rep about the surveillance video from the merchant, and she rudely replied the merchant did n't provide and that since they had filed the claim twice already there 's nothing further Chase will do. I tried to explain we had already explained the stolen wallet multiple times and asked why Chase accepted this excuse again by merchant? XXXX at this point just repeated there 's nothing Chase will do and rushing me off the call. I proceeded to ask for her info as I would like to file a complaint, which she only said XXXX and denied to provide her employee ID # or last name and said the complaint line wait is over 2 hours. I then requested to speak with her manager XXXX XXXX, she then put me on hold for 45min and call just disconnected. Chase 's lack of efforts is unacceptable.

Company response to consumer: Closed with monetary relief