Consumer complaint received 2021-07-30
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Whom it May Concern, I am writing this letter to file a consumer complaint with Chase Bank, whom which I have held my personal accounts with over the last 10+ years. Below you will find a full breakdown and timeline of what has occurred in which I am writing this complaint. 
On XX/XX/2021 after attending a baseball game ( approx. XXXX ) on a trip that I was on with my girlfriend visiting her hometown of XXXX, we made one stop briefly at XXXX  XXXX XXXX and soon taken a ride after to a XXXX and then walked back to our hotel for the night ( XXXX ). We had to wake up early the next morning, the last day on our trip to visit her hometown. Upon waking that next morning at approx. XXXX CST, I noticed that my Chase Debit Card was missing from my wallet. I immediately checked my account to see where the last place that had rendered a debit was to be able to know where to call once they opened and relocate the card. At that time, I had realized that my information had been compromised and my account had a deficit of {$3900.00} from ATM Withdraws that I did not make, from two locations I did not visit within the city limits of XXXX. 
My immediate action was to report the card as lost with Chase after contacting their Debit Card Customer Service Line from my Hotel room, which I was advised to do until their Fraud Prevention Services opened at XXXX EST. I immediately called the Fraud Prevention Department once they had opened to start a claim with them. The claim number associated with this case is XXXX. I then confirmed the locations and transactions that are below stated : ATM Transaction One : Total - {$2000.00} Date XX/XX/2021 Location XXXX XXXX XXXX XXXX XXXX XXXX IL, XXXX Time and Amounts Taken : {$800.00} ( XXXX CST ) / {$800.00} ( XXXX CST ) / {$400.00} ( XXXX CST ) ATM Transaction Two : Total - {$1900.00} Date XX/XX/2021 Location XXXX XXXX XXXX XXXX XXXX, IL XXXX Time and Amounts Taken : {$800.00} ( XXXX CST ) / {$800.00} ( XXXX CST ) / {$300.00} ( XXXX CST ) Chase then opened the claim and told me that they would investigate further, my account would be refunded within 24 hours in good faith, and I would be contacted should they need any further information. None of this occurred. I had to call three times over the following week and a half before the money was credited into my account, being told the same information over and over. 
On XX/XX/2021, over ten days since the fraud activity had passed, I received a letter stating I would be credited the money. ( Letter attached in email ) Once the money was credited, the following day XX/XX/2021, I received another letter from Chase stating that the money I had just been credited in good faith 10 days later was now going to be taken out of my account because the transactions had been processed correctly or was authorized. ( Letter attached in email ) My recourse was to again call into Chase in which I had argued that I previously had a {$500.00} dollar limit for this specific reason on this card and that I felt this case was being treated unfairly. The reasons for denial were for no invalid PIN attempts. I was repeatedly asked throughout the process if I had ever given out my PIN or it was written in my card, something I denied and I have never personally done. My main concern after this denial was how could my daily limit have even been overdrawn in this case and I was informed of the following. 
On XX/XX/2021 a person had called into Chase with my Debit Card to request an overage in my current daily limit. They were asked to verify three items : 1. The card number If someone had it in their possession this is easily addressed.

2. The CVV Code on the back agai
n, if they had my card, they could do this.

3. A transaction that had occurred within a recent three-day time frame. That transaction I was told was the city of XXXX XXXX XXXX XXXX from which I used to travel from XXXX  to Downtown. A third time, if someone has my card in the City of XXXX, these are all three easy yes answers. 
Any time I have called any other bank, they claim to use voice recognition and or ask my social, a security question about my demographics, and or personal information that only I would know. My immediate reply was to ask them to pull that call as it would show regarding the claim that the voice, number matching the record, and request was simply not me. They declined to do so several times. This leads me to believe that my security within Chase and or identity was entirely comprisable and that I was not being treated fairly within the due process. 
I was then advised that until there is some type documentation, specifically a police report filed and present to investigate further that my claim could not be overturned. I was then told over a recorded line on with Chase that if I obtained a police report that they could investigate pulling the call and or ATM footage from the two locations, but without this the claim would remain closed. My immediate course of action was to then file a police report with the City of XXXX Report ID XXXX. ( attached in email ) I received the physical copy of the police report and sent it to Chase via fax on XX/XX/2021 with a valid police department phone number and claim ID stated to re-open the case. I was told again in calling in that it would be received and updated within 24 hours and the claim would be once again reviewed for further supporting evidence. Again, on XX/XX/2021 I received another letter advising me that the report was again processed and denied as transactions had been authorized and processed correctly ( Letter attached in email ). 
My next step again in this process was to call and escalate the call immediately to a Supervisor within the department as no one on the front line seemed to have the story straight and I wanted to speak at a higher level. I had been transferred to a rep by the name of XXXX whom I had been on the phone with for about 30 min plus addressing the past notes. She, out of all the people I spoke to seemed to be the best versed in being able to assist. She stated she could see where the fault was on Chase for the improper guidance and would task a Manager within the department to further investigate and reach out to me. Her indication for this second denial was that a police report is basically improper reasoning to adjudicate the claim and that I had been misguided several times per the notes on their end. Also, that my previous account activity of inflows and outflows deemed the withdraws as certified. I had told her prior to the trip that I had deposited a check that was approx. XXXX dollars or so on an oil fund that I had sold, however, that doesnt allow the justification of the withdrawals and now nor have I ever taken {$2000.00} out of an ATM in my banking history. In my opinion, the second denial other than the PIN attempts was a complete fallacy. Again, I was left feeling misguided, breeched, and left without my primary bank on my side. 
During XXXX XXXX I was in very spotty cell service, which I had indicated on the call prior with XXXX. I was in a complete zone with no service and was unable to connect with the two managers but had called back each time I got a voicemail to try and follow up. Both times I was unable to get someone on the line at that level. Again, I escalated the call to see if they could reach back out to me once more to assist and see what the next steps were. No manager was available at that time and I requested call backs. This time I received zero from Chase.

I allowed a few days for this to transpire and then I called one last time yesterday to reply before
writing this as this clearly has taken way to long throughout the process and I dont feel honored or protected as their consumer with this fraudulent activity or how this claim was processed and handled. Yesterday before I could reach a manager, I was told that the supervisor was the highest level I could speak with, there was and would be no further investigate the ATM footage or previous call on XX/XX/XXXX that I was claiming was not me to increase my limit, and that nothing could be done Chase related to solve my problems. 
Not once did they ever investigate that phone call, they told me about in dealing with the card overages. Not once did they care to investigate the ATM footages that they said theyd have access to with a police report. Not once did the story seem to match up between all the inbound call reps, which had misled me into reopening a case just to have it reviewed with a report and denied. Not once, in my 10+ year relationship with Chase did I report something of this magnitude, and the one time it has happened, I feel lost without a solution on something I did not do. And all through this, my story remained consistent.

I would like to file a formal case against Chase for the sum of the total transactions that I did not make that of {$3900.00} with the Attorney General of the State of Florida Citizens Services Bureau. I feel that my facts, along with the documentation to support this given the timeline of events is consistent and should result in an easy overturn. I would also like the video footage of both ATMs on the date and time of the crimes as well as the call pulled from the inbound person that attempted to be me and thus adjusted my card limit. Both of those things combined will show who did this which is someone that was not me. 
Please let me know the best course of action moving forward once you have had a chance to review this document and supporting documents attached. 
Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief