Consumer complaint received 2017-06-13
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, 2017 I reported via phone to the Chase fraud department. I explained to them that my debit card was missing, that there was an unauthorized transfer of funds from my savings to my checking account, and that there were two subsequent transactions that took place after the transfer from my savings to checking account. Those two subsequent transactions were a withdrawal of {$2000.00} from a bank branch as well as a {$280.00} debit card transaction. The amount o {$280.00} was later reimbursed by the bank during the process of the claim. This reimbursement was given when my account was re-secured after it had been determined by the fraud department that my online account had been compromised. My account was temporarily frozen, a new card was issued to me and I set up both a verbal password for when I called in to the fraud department as well as a new username and password for my log in online. The {$2000.00} that was withdrawn from account and my claim of fraud regarding the withdrawal of the {$2000.00} has been denied by Chase bank. I received the letter of denial yesterday ( XXXX XXXX ). After I received the letter I spent two hours on the phone with the fraud department as well as a senior specialist by the name of XXXX. During the claim process on XXXX XXXX, there is recorded audio of me explaining what happened. I also sent four secured emails via Chase website as it was connected to my online account regarding the details of what happened. I went to the bank where the withdrawal took place and spoke with the branch manager XXXX XXXX on XXXX XXXX, the day after I made my claim. I received the address to this bank branch during one of my calls to Chase. I pointed out to XXXX that whoever allowed the withdrawal of the {$2000.00} did not check for a second form of ID. ( My missing debit card was used to make the withdrawal, however my drivers license was in my possession and I 'd hope that someone would have checked to see if the person withdrawing my account was me because that is a lot of money to take out at once ). I pointed out the fraudulent signature on the withdrawal form in my initial fraud claim ( audio and secured electronic message ) as well as to the branch manager of the bank where the withdrawal took place. In my fraud claim through the audio phone call as well as the secured messages I sent online I made an earnest plea to please check my spending patterns ; it was unusual that I would transfer that much money from savings and checking and then withdraw the entirety of that amount from my checking account. I asked them to please check the signatures of previous checks I 'd written and to see that they did not match the signature of the that was on the {$2000.00} withdrawal form. I also asked them to take note that although the transfer was done from my account, it was not done from any of my devices ( desktop or mobile ). I asked them to please check the IP address of the device where the transfer was made. They ( the senior specialist,  XXXX ) later told me after the claim was denied that it could be seen that the savings to checking transfer was made from another device other than my laptop or cell, but that it was the same IP address. I do n't believe the statement that it was a different device but same IP address to be true. After my fraud claim was denied, I spent close to two hours on the phone trying to determine why it was denied. I was told by a woman named XXXX ( sp? ) that the amount was below {$5000.00} and that I could not send anything to them to appeal the denied claim because it was below {$5000.00}. I was told that the secured emails I sent via the Chase online platform could not be accessed by the fraud department for consideration. I was told that that I did not initially report the {$280.00} debit transaction ( this is untrue, I did report this amount as fraudulent in my initial audio phone conversation and secured emails sent through Chase online platform ). I was told that there were other transactions made on my account that day. ( This is true, there were transactions that were posted on that date as well as an ATM withdrawal of {$20.00} that I personally did before my card went missing ) I was told that the information I gave regarding my missing card and the compromise of my online account was insufficient. I was initially asked in my XXXX XXXX, audio call about how it might be possible that my account was compromised and I mentioned as thoroughly as I could what I was doing during the time my card went missing : I was eating a meal in my home with an individual who was a friend of a friend and that my laptop was open as well. I have no proof that my card was stolen, only that it was lost. I have no proof of how my online account was compromised ; I only know that it was. I explained these these things on XXXX XXXX in my audio call as well as my secure messages and each person I spoke to in the fraud department ( XXXX, and XXXX ) responded in accusatory tone and language whenever I explained these things. In the end, after I begged them to acknowledge that {$2000.00} was literally stolen from my account and to please help me, they continued to tell me that they were sorry and that there was nothing they could do. I was hung up on in the end end. I called back and spoke to someone different and they told me nothing could be done. Again please help me. This is money that was stolen from me.

Company response to consumer: Closed with monetary relief