Consumer complaint received 2022-05-20
Company: JPMORGAN CHASE & CO.
State: CA
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 at approximately XXXX hours I phoned Chase bank and reported my Chase Debit Card stolen. The bank representative told me what the last charge was which I confirmed to her was authorized by myself a few minutes earlier at the XXXX XXXX. She stated she was cancelling the card and they would send me a new one in a few days. 

The next morning, XX/XX/XXXX I pulled up my Chase bank account via my laptop and noted there was a XXXX XXXX dollar cash withdrawal on XX/XX/XXXX, which I had never authorized or conducted. This was a Sunday so I knew it had to be done via an ATM. 

I immediately called Chase bank to ask how this possible as I had closed the account and was told that it appeared to be happening at the same time I was calling them to report the stolen card. ( The Chase bank is in the same shopping center as the XXXX XXXX I was shopping in ). 

I opened up a claim and on XX/XX/XXXX I received an on-line letter from Chase informing me that they were crediting me back the XXXX XXXX dollars while the claim was being investigated. On XXXX XXXX I received another letter informing me that my claim was denied as it was either authorized or the transaction was processed according to the information I provided. 

I called back immediately on XX/XX/XXXX to question why it was denied. I was told there was no record of me calling them on XX/XX/XXXX and also I needed to have a police report of the incident. At that time they would reopen the claim. 

On XX/XX/XXXX I drove to the XXXX XXXX XXXX XXXX XXXX Department and filed a report on what had transpired on XXXX XXXX. As I was a former Deputy Sheriff I knew I had been the victim of a " pigeon drop ''. On the morning in question myself and a friend had stopped at XXXX so I could purchase a few items. I used the self check-out and we walked back to her car. As I approached the passenger side door to enter there was a woman blocking the way who was bending down. She stood up as I attempted to open the door and she said to me " look, I found some money ''. At this time I noticed there was another woman standing directly behind me. As I was holding my wallet in my hand the woman behind me said " Your wallet is out. Open it and see if it is yours ''. Like an XXXX I did and had that time the woman behind me kind of bumped me and I turned around for a second. When I turned back the woman who was holding the money said " Oh, it is mine ''. They both then left the area. 

I got in my friend 's car and she asked if I gave them money as she only saw the one woman holding the cash. I said no, and we drove out of the parking lot. Approximately XXXX minutes later I opened my wallet and immediately saw that my Chase debit card was missing. I told my friend to go back as either the woman had stolen it or I inadvertently left it in XXXX. After I learned I had not left it at the check stand I immediately called the bank. 

After receiving a copy of the police report on XX/XX/XXXX, I went to my local Chase branch located in XXXX and had the teller fax the police report and an email I had received on XXXX XXXX from Chase verifying I had reported my card stolen at XXXX hours ( this was to prove to them I had indeed called on XXXX XXXX even though they stated they had no record of it ). 

I called Chase on XX/XX/XXXX to find out the disposition of my re-opened claim. The Chase representative said she had no record of it being re-opened. I explained how I had sent in the documents as requested and had been told the claim would then be re-opened. After a few minutes she stated she had found the documents that had been faxed but the claim was not reopened as I needed to tell them I wanted it re-opened. I told her that since the documents were faxed and nobody told me I needed to call again I NATURALLY assumed it would have been done. 

On XX/XX/XXXX I called to find out the status of my claim and was told by the representative that it was denied. Needless to say I was very frustrated and upset as this person could give me no reason why, with the exception of the fact that my PINN # was used. I have a friend who works for the FBI and I being a former Deputy Sheriff know that these women could have been behind me while I checked out, used a card reader or some other technology to get my PIN #. This is also a frequently used scam. 
When I asked to speak to a supervisor I was dissuaded by the representative by him telling me numerous times that nothing could be done. Only after I stated that I was not going to hang up did he tell me a supervisor would speak with me but the wait would be at least XXXX minutes. I eventually hung up and decided to file a complaint here.

Company response to consumer: Closed with monetary relief