Consumer complaint received 2022-06-13
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This complaint is against Chase Bank related to a failure to appropriately monitor my account for suspicious activity and an unwillingness to reimburse me for {$2900.00} in fraudulent cash back transactions done in 1 day over XXXX unique transactions at XXXX XXXX XXXX locations and a XXXX station in XXXX ( which is a city I do not live - I live in XXXX  ) plus {$1000.00} in cash withdrawals from an ATM. They are claiming no responsibility on the basis that they were done using my PIN which means in their eyes they are valid, authorized, and unrecoverable. 

I have filed a police report, but Chase is putting the burden of proof on me to demonstrate the transactions were not made by me. I am now reaching out to XXXX to see if I can get help with security footage, but Chase is being uncooperative in claiming they do not have the timestamps of the transactions. I was in XXXX  on vacation and was robbed in downtown XXXX of my debit card and the PIN number by a false XXXX driver who threatened to leave me in downtown XXXX with no phone if I didn't give the driver cash. I was driven to an ATM where my card and PIN number were taken, followed by the fraudulent transactions later that day. I use my debit card maybe 4-6 times per year to pull cash from an ATM. XXXX cashback transactions in a concentrated period at XXXX addresses ( XXXX XXXX XXXX and XXXX XXXX ) is highly irregular activity. I called the card in as being stolen the same day ( XX/XX/2022 ) as the transactions occurred to dispute. Was told I'm never responsible for unauthorized charges on my account and that my account would be credited. Several days later I was told the claim was closed and would not be reimbursed. I have escalated twice including a written complaint on XX/XX/2022. I still have not received satisfaction. 

Chase is not adhering to it's advertised pledge to account holders as quoted from their website below : " XXXX XXXX XXXX : You wont be held responsible for unauthorized charges made with your card or account information. '' Footnote on this claim quoted below and does not apply to this situation as the fraudster is not an authorized user : " XXXX XXXX XXXX does not apply to use of an account by an authorized user without the approval of the primary cardmember. If you think someone used your account without permission, tell us immediately by calling the XXXX Services number on your card or billing statement. '' I am also claiming false advertisement as it pertains to the statement from their website cited below relative to XXXX XXXX : " XXXX XXXX XXXX : Round-the-clock, real-time monitoring for unusual account activity. '' The activity on my account was highly unusual relative to the established usage trends. The activity was unusual based on them taking place in a city I don't live. The activity was further unusual based on the concentration of transactions at XXXX merchants. None of these triggered an attempt at authentication of the activity.

Company response to consumer: Closed with explanation