Consumer complaint received 2023-06-17
Company: JPMORGAN CHASE & CO.
State: NY
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 contacted Chase to report money missing out of my account. I informed them that my card was missing, and a total of three ATM withdrawals had been made. These withdrawals amounted to {$2000.00}, with one being for {$1000.00} on XX/XX/XXXX, another for {$800.00} on XX/XX/XXXX, and the third for {$200.00} on XX/XX/XXXX. Initially, when I spoke to a Chase representative, they assured me not to worry and promised to take care of recovering the {$2000.00}. They mentioned providing me with provisional credit within 24 hours or 1 business day, but I never received any further communication from them and did not receive no provisional credit. When I reached out to inquire about the status, and about the provisional credit I was told to wait. I did wait, a week went by and I called them and to my surprise I was told that my claim had been denied due to the proximity of the geographical area. This came as a surprise to me. I trusted Chase to manage my money and now they are refusing to give me my money back. I have been a loyal customer of Chase for six years and have made several calls to address this issue. Chase requested that I send them the proof by fax to prove that I was not at the branch chase when this occurred. I asked them to provide me the time the transactions happened. I am willing to provide proof that I was at work during the time this happened. They mentioned it would take 24-48 hours for a response after I sent my documents. I expected them to call me back like they said they would and they didnt, I was told they would be in contact with me in 24-48 hours after sending documents. I sent the fax on XX/XX/XXXX, and reached out to them again on XX/XX/XXXX, I was told to wait until the end of the way day I did. On XX/XX/XXXX, I call them again and I am told they have not received my documents that I will have to sent them again. I sent them again and waited a few hours, I was told by a representative that it would take 2-3 business days for them to receive my fax. Even after I told him that I was told it only takes 24-48 hours for chase to get in contact with me after receiving my documents. Despite their promises to make it right, Chase continues to disappoint me. They denied my claim based on the geographical area, and said I authorized. I did not. At this point, chase keeps brushing me off. I am writing to formally lodge a complaint regarding an unauthorized transaction on my bank account. On XX/XX/XXXX and XX/XX/XXXX a sum of {$2000.00} was taken from my account without my knowledge or consent. I have diligently reviewed my records, and I can confirm that this transaction was not authorized by me. I understand that such incidents require investigation, and I was more than willing to provide any additional information or documentation necessary to expedite the process. I have already contacted the customer service department, but the matter remains unresolved. Therefore, I kindly request that this issue be given the utmost attention and urgency.

Company response to consumer: Closed with explanation