Consumer complaint received 2017-08-22
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:
Dear CFPB, I writing to you because there is no other way to return my lose. I did everything but they are not listening. My name is XXXX XXXX XXXX. On XX/XX/XXXX I was traveling overseas specially in XXXX. During that trip I was a victim of biggest theft in my life. In that terrible day on XX/XX/XXXX ( XXXX date ) I was in gas station and bought a gas for {$38.00}. There where a lot of people around me. I put the card and typed a pin for using my card for a purchase. After that day I did not payed attention that Chase card was missing. On XX/XX/XXXX I found out that my Chase card is missing and did report to the bank. They told me that there are a lot transactions. I told them that the last time I used my card it was on XX/XX/XXXX ( XXXX date ) at the gas station. So I reported that I don`t Authorize any transaction after gas station purchase. They sent me 2 affidavits for credit and debit transactions ( Claim number : XXXX and Claim number : XXXX ). On XX/XX/XXXX I signed that affidavits and sent them by fax.
On XX/XX/XXXX I did receive email from Chase saying that they denying credit transaction case because of some transactions where missed. I called them and explained that it is their mistake not mine after that they agreed with me and credited for that transactions. Very long time there were not any news about debit transactions and I decide to call them on XX/XX/XXXX to get some news. They told me that they denied that case because pin number was entered. I explained them I don`t know how thief knew my pin and I don`t authorize that transactions. They reopened the case. Next they they sent me an emails about denial again. They never wrote an explanation in written form why they are denying the cases only during the call. So I called them again and the supervisor told me the she can see that all unauthorized transactions were made after gas station purchase and first unauthorized transaction was made approximately 40 minutes after gas station purchase. She did put a note about that in their file and reopen the case. After one day I receive email that they are denying my case again. By calling them they told me that gas station purchase transaction was made after first unauthorized transaction. I don`t know how they work and how they did that maybe because of time difference between XXXX and US but fact is that they are lying by saying different things every time. First they told me that there was pin number entered after their supervisor agreed and said that first unauthorized transaction was made after 40 minutes, last time they are saying different thing. I told supervisor to send me all proofs that they have and what they did to investigate this matter. Till now they send me nothing about their investigation. They don`t care about federal laws and acts about Lost or Stolen, ATM, and Debit Cards. The Fair Credit Billing Act ( FCBA ) and the Electronic Fund Transfer Act ( EFTA ) offer protection if my credit, ATM, or debit cards are lost or stolen. And If I report an ATM or debit card missing before someone uses it, the EFTA says I am not responsible for any unauthorized transactions. If someone uses my ATM or debit card before I report it lost or stolen, my liability depends on how quickly I report it. In my case it is {$50.00}. Chase bank ignored all this. Please see attached pdf files. Thanks, With Best Regards, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief