Consumer complaint received 2020-05-08
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:
On XX/XX/2020, I went to a gas station in XXXX XXXX, CA called " XXXX XXXX XXXX XXXX XXXX  '' and this is where I believe my information was stolen. I used my card at the pump. On XX/XX/2020, beginning at XXXX XXXX  my card information was used 4 separate times at a XXXX XXXX XXXX in XXXX XXXX, CA. I woke up in the morning to see my card was charged for {$120.00} at XXXX XXXX, {$120.00} at XXXX XXXX, {$120.00} at XXXX XXXX  and the last one for {$120.00} at XXXX XXXX. 
I reported this information to Chase Bank in PERSON around XXXX XXXX  on XX/XX/2020 and I asked the lady who helped me out if I could get more information about where the transaction took place so that I could get camera footage. She assured me that I didn't need to worry about this because the Chase Fraud Department would handle this and look into that information for me. So I assumed they would protect me and make sure that they would ACTUALLY investigate it. 
They put the money back in my account, and then on XX/XX/2020, they took the money back out. I called Chase to find out why this might have happened, because it was clearly fraudulent. After waiting on hold for an hour and a half, a very rude representative told me that it was impossible for the transactions to be done by anyone but me, because my pin was used. I asked to speak with her supervisor and they said they would mail me the proof that it was me who did the transactions. Once I got a letter in the mail, I was blown away that their proof that I made the almost XXXX XXXX   transactions was that my pin was used thus virtually impossible to have been anyone but me. 
Once I received this letter, I decided to give XXXX a call on XX/XX/XXXX, they told me that there ALWAYS should be a Merchant ID when transactions take place, and that I can obtain that Merchant ID from Chase and therefore, find out which XXXX Gas Station this transaction took place at, and then go on to receive camera footage. That being said, I went into a Chase branch hoping to close my account and receive a Merchant ID. They told me that only the Claims department and Fraud department is provided with that number. At this point, Im utterly confused why they can not provide me the location where this transaction took place. EVERY transaction is supposed to have a time-stamp, a location-stamp, or more information other than just a CITY name. This lack of investigation, lack of care to their clients and lack of any respect is never okay. 
They give me the claims number for Chase ( which Ive already called 6 times at this point trying to gather more information ) and even though I was DIRECTLY told that the claims department ABSOLUTELY is ALWAYS provided with the Merchant ID, the representative on the phone says that there is no further information other than the city, and the transaction code. ( I had tried giving the transaction codes with the dates to XXXX and they said they can only find it through the Merchant ID ) At this point, Ive exhausted all my options. I called Chase again on XX/XX/XXXX, and I asked for an appeal. Hoping they would understand this is fraudulent, and help me with what my options are. After being transferred to the supervisor she told me it was Suspicious that they were not provided with a merchant ID, thus it seemed like a tale-tale sign that this transaction was fraudulent. She told me that she was going to send a letter to the back-end and see if they could look further into it and see why a Merchant ID was not provided or why they couldn't track the information any further. I was extremely thankful because she seemed to be the only person who was willing to help me. We hung up the phone and I patiently awaited for a letter saying that it was in fact fraud because they cant charge me for something that they have zero proof it was me, and ive been a chase customer for YEARS with ZERO fraud on my record, i should have the upper hand in this. 
On XX/XX/XXXX, I received a Chase secured message on my app, stating that the transactions were processed correctly and no changes are being made. This is where I now need to turn it over to the Consumer Financial Protection Bureau because I have done absolutely everything in my power and they refuse to do any research, any investigation, and help me in any way. Especially in this time, that money is essential and I worked extremely hard to earn that money.

Company response to consumer: Closed with monetary relief