Consumer complaint received 2019-05-29
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
J.P Morgan Chase Bank. Someone stole our debit card number and charge around {$1300.00} to it. Almost all of it was to XXXX XXXX and 1 Charge to XXXX for {$39.00}. I did not notice right away that they were charging the card because they were charging it a little here and a little here with time in between. The first charge was on XX/XX/XXXX. I had just transferred {$1000.00} to our account and received an email from the bank stating that we had a low balance alert a couple of days later on XX/XX/XXXX. I knew this was not right so I pulled up the account and saw all of these charges on our account. Most were made from XX/XX/XXXX, to XX/XX/XXXX, with some days the account being charged 5, 6, or 7 times a day with a lot of the charges being for {$43.00} a piece. I immediately called the bank and was assured that we would be given a temp credit for all of the charges and they would investigate. We canceled the card and ordered a new one. Well turns out that we were only given credit for charges from XX/XX/XXXX, thru XX/XX/XXXX total of {$280.00}. I went into the bank to get money and enquired about this and was told that they are investigating it and that we should receive the rest of the credit within a couple of days and since it was going to be a weekend it may not happen until Monday. I gave it until Tuesday and called back when we did not get the credit. I was then told of this ridiculous 60-day rule that they have that conveniently starts from the first charge of fraud. So with any typical fraud, you don't notice until they work up to taking you for a lot of money later on. So the bank tells me that this is all of the credit I will receive and that I will need to call XXXXXXXX  to get the rest back. I spent 2 weeks on the phone and still have not received my new debit card. I finally got the okay and the fraud verdict from XXXX  today. They stated that since I did not have an account they could not issue a credit so they gave me a case number which is XXXX and asked that to call back the bank and ask them to dispute the remaining 33 charges so they could refund me. I thought my nightmare was almost over, boy was I mistaken as I spent the rest of the day on the phone and even conference called the bank with XXXX as they are flat out refusing to dispute the charges for me so I can get a refund. These are not charges I authorized nor were they done by anyone I know. I am a victim of a crime and my bank is treating me as if I am the criminal. To date, I am still out {$970.00}. Somehow I received a credit for {$54.00} for charges that happened after the 60 Days were up and the bank is telling me that they are going to remove them from my account to pay themselves back for the credit that they placed on my account. It is not fair that they will not dispute the charges so XXXX can issue me a credit telling me that it is illegal for them to do so after the 60 day period and that they are now going to take the {$54.00} from my account that was credited after the fact for charges that happened that they never credited me for in the first place. Many, many calls to the bank and to XXXX back and forth for me to be told that I am out the money that they were supposed to protect and won't even do one simple thing to help me get it back. To add insult to injury they will be removing the {$54.00} credit that I received for later charges that they never gave me credit for in the first place.

Company response to consumer: Closed with monetary relief