Consumer complaint received 2021-08-11
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:
I have been dealing with ATM fraud with Chase from XX/XX/XXXX to today, XX/XX/XXXX.The first fraudulent non chase ATM withdrawal was posted XX/XX/XXXX as a RetailWithdrawl. I have filed several claims. I filed my first claim on XX/XX/XXXX, for Non Chase ATM withdrawals and subsequent Non chase ATM withdrawal fees made from XX/XX/XXXX to XX/XX/XXXX. I did not realize my account was compromised until XX/XX/XXXX because I did not receive the proper ATM receipts for these withdrawals since they were made from Non Chase ATMs, a tactful move by the scammer. In a letter I received from Chase on XX/XX/XXXX, they denied responsibility for some of these fraudulent transactions ( totaling {$430.00} ) stating, We will not be crediting certain transactions because you are responsible for any transactions that occur more than 60 days after we send the first statement on which authorized transactions appeared. I received the first statement with fraudulent transactions by email on XX/XX/XXXX. This means that they could have only researched and credited fraudulent transactions made XX/XX/XXXX to XX/XX/XXXX. But, Chase deemed that the fraudulent transactions made during this time were processed correctly or authorized and my claim was denied. My temporary funds were reversed and I then received a brand new debit card for my checking account. 

This investigation does not even cover the fraudulent charges made between after XX/XX/XXXX ( 60 days past the first fraudulent charge statement ) up until XX/XX/XXXX when I filed ( charges were made on the XXXX and XXXX of XXXX, the XXXX of XXXX, and the XXXX of XXXX totaling {$270.00} ) or the fraudulent withdrawals made while I waited for someone to review my claim ( between filing XX/XX/XXXX to receiving a letter XX/XX/XXXX, fraudulent withdrawals were made on the XXXX and XXXX of XXXX, totaling {$250.00} in fraudulent withdrawals ). These were all processed with my old debit card ending in XXXX, which Chase had disabled when I filed for claim on XX/XX/XXXX, and yet fraudulent non-Chase ATM withdrawals were STILL being processed on my checking account during this investigation! I was granted a new card number in the form of a digital wallet card on XX/XX/XXXX, the new card ending in XXXX. Yet as you can see by my screenshots of my account statement fraudulent non-chase ATM withdrawals were now being made with my NEW XXXX debit card, starting XX/XX/XXXX, even before I received a determination letter from chase regarding fraudulent withdrawals in my old XXXX card. This is incredibly suspicious and all Chase has to say is that the transaction was processed correctly. This is gross negligence. You can imagine how extremely concerning this was considering since I had just been issued that brand new debit card after filing my first claim, and I had even locked it through the Chase mobile banking app and had a representative confirm it was locked when I once again contacted Chase to file a new claim. 

I filed another claim with the claims department on XX/XX/XXXX, well within the 60 days from when the statement of the fraudulent charges occurred ( XX/XX/XXXX is when I received my statement of the fraudulent withdrawals that continued on my new XXXX debit card on XX/XX/XXXX of that statement month ). But I was again issued temporary funds, and a few days later my claim was again denied due to the transactions being processed correctly or was authorized and the funds were reversed. This time, I declined a new debit card with the intention of permanently closing my account, so right now my checking account is not linked to any debit card. Stranger yet, chase does not show any ATM receipts from the last 120 days, yet there have been multiple fraudulent Non-chase ATM withdrawals made to my account. I have no intention of ever banking with Chase again.

Today, my account is currently in the negatives due to these still persistent fraudulent ATM charges ( the most recent occurring XX/XX/XXXX ) and chase refusing to be held accountable for my compromised checking account. I can not even close my account without paying this off, I am being forced to bring the account up to a positive balance first. I have had hundreds of dollars taken out of my account. It is my belief that my entire checking account has been compromised, since the scammer only uses Non-chase ATMs that dont send me ATM receipts, Ive received two brand new debit cards since the first attack to no avail, have tried locking both debit cards, and never shared my PIN with anyone, or even written it down anywhere. Chase has failed to properly investigate my claims, even with mounting evidence of suspicious tampering, providing little to no explanation. In addition to this complaint I also plan on submitting a police report.

Company response to consumer: Closed with explanation