Consumer complaint received 2015-09-05
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Savings account
Issue: Using a debit or ATM card

Complaint:
XXXX XXXX I received a call from Chase Claims Dept. asking if I authorized several recent withdrawals from my savings account. I was very upset and told her I absolutely have not authorized these transactions. In total there were XXXX unauthorized cash withdrawals equalling to {$2400.00} stolen and {$60.00} worth of ATM fees. While on the phone I looked at my statements online and confirmed with her each unauthorized transaction. She assured me I should receive the money back within XXXX hours and the {$5.00} service charges will be refunded in XXXX hrs. My claim was in fact denied because they were able to see I checked my Chase mobile app during the time period money was being stolen and did not report it. I begged the Claims Dept. to reconsider and that I could not afford to have this large amount of money stolen from me, she agreed to file a XXXX claim. The XXXX claim was then denied as well. I then asked to speak to a supervisor and the supervisor told me the only way I would ever recover my money was if the police could identify a suspect and recover the funds. First thing Monday morning I filed a police report with XXXX XXXX Sheriff Station. After filing the report my boyfriend 's mom came with me to the XXXX Chase branch, we were there for over XXXX hours. An employee retrieved the exact times for the transaction and dealt with Claims dept. hoping they would reconsider their decision we filed the claim again ( only to be denied for the XXXX time ). Since then I have been assigned a detective that has closed my case as pending because he could not track down the random person in surveillance to recover the money. My complaint is against Chase Bank who refuses to approve my claim and return my stolen money based on the sole fact I checked my Chase mobile app ( and my accounts balances ) over the course of the unauthorized transactions and did not report them. I explained to them this was done absentmindedly and I often check my account balances after large purchases or etc. and did not notice missing money from my savings account. I have proof XXXX of the unauthorized withdrawals was not done by me or with my debit card. XXXX XXXX at XXXX a cash withdrawal from my savings account of {$300.00} and {$100.00} occurred at a stand alone ATM in XXXX, CA. During that time I was taking a midterm at XXXX XXXX XXXX XXXX in XXXX, CA and have an affidavit ( uploaded file attached to this complaint ) from my teacher that I was in fact in class and proof I had my debit card on me and not with someone else in XXXX XXXX minutes later ( after class ) I purchased a textbook for class using my debit card ( with pin ) also in XXXX, CA. Both items are highlighted on the uploaded bank statements. The first unauthorized withdrawal occurred XXXX minutes after I deposited XXXX checks at the exact same ATM. All of the unauthorized transactions occurred at XXXX different stand alone ATMs, the first XXXX were right next to my home in XXXX, CA ( including the withdrawal XXXX minutes after I had used the ATM ) and the last XXXX took place in XXXX, CA which is the city I work in. I am XXXX years old and I both work full-time and go to school XXXX and can not afford to have {$2400.00} stolen from me and another {$60.00} in ATM fees. At this point I am not sure what else I can do to prove my innocence and the fraud I am victim of. Chase Bank is responsible for protecting their customers from these terrible situations and they have not done so in any shape or form. I am a Chase customer and am a victim of fraud. My savings account has been compromised and made vulnerable to cash withdrawals over the course of four days and my money is obviously not safe where financial safety is supposed to be guaranteed.

Company response to consumer: Closed with monetary relief