Consumer complaint received 2023-09-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX around XXXX am XXXX I noticed my Chase checking account had been hit with fraud and I had gone negative in my account. After looking into it, I saw about XXXX transactions in the amount of XXXX that had been taken out of my account that I did not make. I called chase immediately and spoke to a customer service rep and reported these transactions as fraud as I had not made them myself nor authorized them. The man I spoke with told me he could not do anything about the transactions yet and had to wait until Monday the XXXX of XXXX, as they had not posted yet. He said he could cancel my card and send me a new one, but call back once the transactions post then they are able to help. I didnt know standard procedure, so I thought this was the right thing to do, which I was wrong about. The very next day, I check my account again to find out I have more fraud happening even though my card got cancelled and I was sent a new one in the mail, which I had not even received at this point. About XXXX more transactions of XXXX posted from a similar vendor that I dont recognize, and I wondered how when my card was just cancelled. I spoke to another customer service rep on XX/XX/XXXX and reported more fraud on my account, and told them I just reported fraud the day prior for transactions made in the same amount. The lady I was speaking to asked if the first rep I spoke to the first time it happened had removed my card from any digital wallets and I said no the guy did not do anything of that sort, and I also mentioned he made me wait until the transactions posted to do anything and call someone. As soon as I said this, the rep I was speaking with in that moment told me she apologized for the first reps mistake but he gave you some wrong information and did not handle the situation properly as he shouldve. Hearing this was quite a surprise because I thought he wouldve known what to do and take care of me as a customer. Another surprising bit of info was that all of those transactions that happened the first day I had gotten fraud on my card, those couldve been reversed immediately before they ever posted to my account and I would not have had to file a claim in the first place for fraud and to get all my money back to my account. So 2 weeks later, today XX/XX/XXXX, after reporting all of this fraud to Chase and their claims department, I get a notice in the mail saying I am being charged for those transactions as they were deemed authorized, which I can assure were not. This is upsetting because I reported the fraud immediately and have never done business with this vendor before nor do I recognize it. I called Chase back to speak with the claims department and they told me the reason they denied my claim is because it was done using my Face ID on an XXXX, which they couldnt tell if it was my XXXX or not so how do they know Im the one who authorized it? I spoke to about 10 different people calling back 5 different times, and every associate gave me the same answer saying I need documentation to prove it wasnt me who authorized it. When I asked each of them which documentation do I need to provide to them they all stayed silent for quite some time and could not give me an answer. A couple of them directed me to a branch location, and when I went into a branch, they said they could not help and had me call back the claims department from a phone there in the branch. So I call them back from a branch telephone, and to no surprise I get the same answer, they couldnt tell me what documentation to provide them since the fraud was committed digitally and I have no way to show it wasnt me. I just dont understand how Chase can say I authorized the transactions when I clearly reported it as fraud both times immediately after they happened, and want to say that I have to pay for the transactions because it was authorized with a Face ID. Im a Chase customer of 10+ years, and this specific situation makes me no longer want to be apart of Chase bank as a customer.

Company response to consumer: Closed with explanation