Consumer complaint received 2015-10-05
Company: JPMORGAN CHASE & CO.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/15 my car was broken into at a park in XXXX XXXX ( XXXX, FL ). The thieves took my entire purse/wallet which held my license, Chase, XXXX XXXX, XXXX XXXX XXXX XXXX, insurance cards, car registration etc. Police report was filed ( XXXX, XXXX XXXX ). I immediately called my card companies, XXXX XXXX being 1st, then Chase. Chase was notified that both my Temporary card and inactivated debit card ( I had just received it ) along with wallet and everything was taken. Employee told me she canceled both cards and would not be able to send a new one via mail due to my account being relatively new. 
Friday XXXX/XXXX/15 my new XXXX XXXX card arrived and I called to activate it, XXXX I went to do groceries, new card declined - I called XXXX and they notified me they had an imposter at the bank earlier the same XXXX & the XXXX took ID and Card, ( @ XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX, Branch XXXX : XXXX XXXX XXXX ) - she advised to check other ACCTS I had in wallet. Immediately checked my Chase app and remaining balance was {$0.00} ( they withdrew {$750.00} from my account ). I immediately called Chase, told them everything ( how I found out via XXXX XXXX etc ) and filed a claim ( CLAIM # XXXX ). I was told to call back for address of branch when " transaction processed '' - Saturday morning ( XXXX/XXXX/15 ) .. I checked Chase APP and it was processed, called back claims department for branch address where withdrawal occurred ( @ CHASE, XXXX XXXX XXXX XXXX XXXX FL XXXX ). To my surprise, even after both incidents my account STILL HAD NOT BEEN FROZEN for my security/protection.. until I called back XXXX Morning ( even after calling regarding information theft on XX/XX/XXXX and imposter on Friday XX/XX/XXXX ). The freeze did not take place until XX/XX/XXXX. On Friday XX/XX/XXXX I called to see the status of my claim and status of the credit to my account - to my utter shock I was told my claim was DENIED, a FIRM DENIAL ( wont be reversed ) due to " My lack of care ''? I told them XXXX banks were provided same information, same day and how could this be.. not to mention the LACK OF CARE on THEIR/CHASE part that they did not FREEZE my account or put an ALERT when I called with information regarding THEFT and SUBSEQUENTLY with a claim that they had an IMPOSTER which withdrew all my funds. I cant fathom this is appropriate? We do not live in a corrupt 3rd world country, where are the consumer/customer rights? Where does the line cross where the institution is negligent and acting inappropriate and against the proof where everything is documented? Phone calls, police report, XXXX banks with same information same client with different actions? Please let me know what can I do from here. Whether it was {$50.00} or $ 1500+ its the principle that Chase is not abiding by what an insured Bank claims to provide. I am in utter shock of this decision and the events that led up to this writing. I hope to hear from you soon -

Company response to consumer: Closed with explanation