Consumer complaint received 2017-10-19
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been a customer of Chase bank for 4 years and always get serviced at East XXXX XXXX ( and XXXX XXXX XXXX branch in XXXX. The issues began on XXXX XXXX, XXXX : there were a few ATM withdrawals totalling {$2800.00} that were made at different locations, which I found out about using online banking. The next morning I reported these fraudulent transactions to my XXXX branch and showed them my debit card which was always in my possession. They issued a new debit card to me but did not close the account. The bank has started the investigation. I am attaching a list of stolen amounts as an attachment # XXXX. 
On XXXX XXXX this nightmare happened again but with much larger amounts ( see attachment # XXXX XXXX. I have faxed this list over to XXXX XXXX Department twice from my branch with the help of bank employee by the name XXXX XXXX, XXXX Relationship Banker. 
I have asked my son XXXX XXXX to contact you but his complaint was forwarded by you to the XXXX office as unauthorized third party. XXXX XXXX # XXXX XXXX On XXXX/XXXX/XXXX the XXXX XXXX has notified me that the investigation will continue even though my earlier claims over the phone were denied due to debit card having a chip. I was also told that by the end of the investigation I will receive a report with all the details about my account. XXXX XXXX # XXXX is a copy of the letter to the XXXX office ). 
On XXXX/XXXX/XXXX the {$2800.00} was credited to my account XXXX $ XXXX $ XXXX $ XXXX {$400.00} XXXX, that is 3 months after it started and XXXX times these amounts were being debited and credited back and forth by the Chase bank. In total, I have XXXX fraudulent ATM withdrawals and XXXX times bank has given me credits and then taken it all back. There is absolutely no logic in what the bank was doing, other than complicated things and confusing myself and itself as well. 
In XXXX, I have finally received all my funds back for the exception of {$500.00} that were withdrawn from my XXXX Account on XXXX/XXXX/XXXX. I have filed claims over the phone to XXXX XXXX Department but the claims were denied. The bank explained that the XXXX XXXX had a chip. But all other funds were also stolen using the debit card with the chip, but the bank has returner them to me. How is this transaction any different? 
The bank does not want to take responsibility for this. It turned out that there are XXXX more persons that are living in my building and have the same issue as I do. Their information is on attachment # XXXX. 
All of us became victims of the same type of crime : someone called Chase Bank requesting a new debit card to be issued along with the pin code and XXXX did mail it to the addressees, which is us. Meanwhile our mail has been intercepted and tampered with. This is how the debit cards and pin codes were stolen. It seems that Chase Bank customer service did not follow their security protocol when issuing a new debit card over the phone. Clearly banks fault!!! In my case alone there were XXXX debit cards mailed to me that I did not know of and never received. XXXX of those were mailed after the first fraudulent ATM withdrawal XXXX {$2800.00} XXXX. 
Because of the negligence and unprofessionalism of XXXX employees their customers suffer. It has been almost 5 months of suffering and the suffering of my family that helps me get through this. I have spent enormous amount of time at my branch trying to solve this issue. All employees know my face by now and even try to avoid me. The constant worrying of not being able to cover monthly bills, rent payments, and other expenses has reflected on my health also. 
I also want to note XXXX unpleasant fact. After 2 months of trying to resolve the issue and constant visits to my branch, the employees of my branch started to become very rude and tried to avoid me at all costs. The branch XXXX XXXX XXXX is not an exception. I, as a client of Chase bank that trusted all my money to the bank, was greeted there as an annoying client. And I have never XXXX raised my voice or said anything rude or nasty. This entire period my attitude was very professional. The video recording can prove this fact. All my friends and relatives are shocked and I dont think they will ever trust their funds to Chase Bank. 
I am asking for the return of funds that belong to me - {$500.00} that were stolen from my XXXX Account on XXXX/XXXX/XXXX, the claim that was denied by Chase Bank. 
I still have not received a promised report with the transaction details. 
I am thanking you in advance for your consideration and you help. 

Sincerely, XXXX XXXX XXXX : # XXXX. List of fraudulent transactions # XXXX. First claim from XXXX XXXX # XXXX. XXXX from XXXX XXXX of Chase Bank # XXXX. List of victims

Company response to consumer: Closed with monetary relief