Consumer complaint received 2023-12-02
Company: JPMORGAN CHASE & CO.
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received a call from a XXXX number. The lady said she was with Chase fraud department. Asked if I had used my card in Arizona. She said they had declined the charge and would cancel my card ( which I still had and had not lost ) and issue me a new card. She gave the last XXXX digits and the pin number. I verified my address to where to send the new card. ( XXXX, XXXX ) Something felt off and I wanted to verfiy the call so I called the XXXX number for Chase on the back of my debit card. The Chase employee verified that indeed Chase fraud had called and yes the {$5.00} fee to expedite the card was standard. I thought all was good until the next day when I received a call from the same XXXX as the initial call. A gentleman said he was with Chase fraud and was following up on the call from yesterday. I was asked if I had set up fraud protection text. I stated on I had not. He said he would do that now. He would send me a dummy charge via text but it would not show up on my account and to let him now when I received the text. While I was waiting on the text I opened my bank account. As soon as the text came through the charge appeared on my account. I told him it had and he acted surprised and stated his supervisor would fix the issue. Within minutes other charges started to show up. A {$500.00} deposit was made into my account to appear as they were fixing the withdrawals. The {$500.00} was actually a transfer from my savings into my checking. I hung up immediately and contacted Chase claim department. The female employee asked it I had received the new card ( it had been less than XXXX hours. I told her I had not. She canceled the card and my origimal card because it had not been canceled as the XXXX lady said it would. She explained I would receive a temporary reversal of those charges as they investigated. I received the ATM charges reversals XXXX but not the store charges XXXX. After several phone calls over several days without progress I went into the branch. The branch manager called the fraud department and gave them the details of the call and also that I had spoken to one the managers of the stores where the card was used and was told that it was a female who used the card and they did have cameras at the register. The fraud depart told her that I should hear something by the following week. The branch manager and I talked further about the charges and the details and she remember that there would be XXXX tracking number on the replacement card. We discovered to was delivered to a completely different address than mine across town. All of the charges occurred within a XXXX mile radius of this home. Several days later I received the temporary funds for the store charges. On the XXXX I received a letter via my online account that the temporary funds for the ATM charges were now permanent. On XXXX the XXXX I received a letter stating that the temporary funds for the store charges were being removed due to authorized use. When calling I was told because a pin number was used they would not refund those charges and if I wanted my money I would need to seek it from the individual stores. I explained I had never been in posession of this card and it was mailed with a tracking number to an address I have never lived in or even know. I am at this point certain this was inside job from a chase employee and said employee who ordered and mailed the card also gave the person living at this residence the pin number she had given me. I have made a police report with the XXXX police department and have gathered documents to submit Monday morning ( today is Saturday ) These documents include XXXX ) Debit Card Account Summary showing where the card was sent and the XXXX tracking number. On this page it also shows the card was activated ( I did not activate it, due to it not ever having been in possession of the card. XXXX ) Proof of Delivery XXXX ) XXXX Police Report Case # XXXX XXXX ) XXXX phone records, XXXX ) Contact history Search on my bank account XXXX ) Withdrawls and Deposits from XXXX to XXXX XXXX ) Federal ReserveComplaint Confirmation I will aslo be contacting the Federal Trade Commission and the Oklahoma Attorney General.

Company response to consumer: Closed with explanation