Consumer complaint received 2017-05-26
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
At approximately     XXXX   XXXX   on   XX/XX/XXXX  t wo unauthorized On Line Transfers occurred in the amount of {$500.00} each involving my son 's  Chase Savings  and Chase Bank 's College Account. Shortly thereafter an ATM withdrawal of {$500.00} took place @   XXXX   XXXX   XXXX    XXXX , Texas  XXXX . Due to the alert set up on the account both my son and his mother received a text notification of the activity. With an immediate phone call to each other it was determined the transactions were not done by either party and a call was then made to  Chase 's    Fraud department. A reversal and transfer back to his Savings  of {$500.00} took place that evening and the additional {$500.00} was transferred back to his Savings once it posted the next day    XX/XX/XXXX .   All appeared back to normal and a  Chase in vestigation began.     On   XX/XX/XXXX   a debit of {$500.00} was posted to my son 's  Chase College  Account due to a determination by Chase Bank that no inappropriate activity was discovered.     The problem with the  Chase 's  conclu sion involves my son 's location that evening which places him 5+ miles away ( 15 minute drive ) at the exact time the se transactions were done. He 's a  XXXX  at the University of  XXXX   XXXX  campus,  XXXX   XXXX   XXXX .  XXXX , Texas  XXXX  and he was at the campus library studying for upcoming finals the evening of   XX/XX/XXXX .  His mother, through the use of her " Find Friends '' I-Phone app verified his location immediately when they spoke at the time this matter occurred. The librarian can also verify his whereabouts due the sign in logs the university maintains for their internal records. Additionally his ATM card was in his possession at all times. No passwords and account information was shared with anyone along with that ATM location had never been used for any transaction at any time prior.      Chase 's claims a chip card was used, a password was inp  utted once and that ATM location had been used in the past. No other justification was given. I 've requested : 1 ) An IP address where the initial On Line Transfers ( 2x ) originated, 2 ) Video/Cam Photo of that ATM at the time the incident occurred. The fraud and escalation unit of Chase indicated I needed a court ordered subpoena for that information. In essence, my family needs to hire an attorney, pay court cost, miss work, miss school, provide witnesses to recover {$500.00} we never withdrew in the   first place.       Please HELP! I have encountered an attitude of arrogance and a " it 's not our problem '' attitude from Chase 's Fraud Division. It seems my request for proof is not of concern. Basically, I walk away with their conclusion ... " Your son took the money and he 's lying about it. '' I have been a client of Chase Bank for over 20+ years and I have never had an encounter such as this and additionally my son 's rearing, his character and morals makes me an advocate for his version of this situation.
Again Please Help!

Company response to consumer: Closed with monetary relief