Consumer complaint received 2017-11-21
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My debit card was stolen in XXXX on Thursday, XX/XX/XXXX, and the thief made 2 withdrawals of {$500.00} and {$600.00} that were not authorized by me. I was not in possession of my card nor did I have access to my online account at the time because I was at work. I never received any text alerts or calls from Chase on that day. The only notification I got were a few email alerts for the funds that were withdrawn and also from an unauthorized device that signed into my online account. I did not see these emails until the next morning because I do not have a XXXX app or mail app that gives alerts on my phone. I did not give my PIN or personal online information to anyone. The next morning ( XX/XX/XXXX ) I saw these emails while at work ( XXXX-XXXX ). I saw the alerts from the withdrawals and also a chase QuickPay transfer that was canceled to someone I 've never met ( XXXX ). I did n't access my account from my device during this time so I could n't have transferred any funds. I can not make personal calls at work, so I had to wait until I got off. As soon as I got off, I called chase fraud department around XXXX when I got home to report my card stolen and they directed me to file a claim. Upon filing the claim I was notified of 2 fraudulent checks that were deposited totaling in over {$3000.00}. I told them that I did not deposit nor authorize any checks to be deposited in my name, and asked If i needed to file a separate claim for that which I was told " no. '' I then filed the claim for the ATM withdrawals over the phone and went in to the nearest branch to speak to them in person. I filled out the paperwork there and they faxed it off for me. I was told to call back in 4-5 business days for an update. They told me it could take up to 10 business days to resolve the claim. From the previous day to this time I had no access to my online account and everything was locked. There is no possible way I could have made any transfers or deposited anything. I had the {$1100.00} credited to my account, and when I called back XX/XX/XXXXthey said my account was being closed and I would receive a check for the remaining funds left in my account ( excluding the {$1100.00} credit ). I received the check and XX/XX/XXXX they sent an email saying they reversed the credit on my account for an unknown reason. I was able to open a new account with them XX/XX/XXXX. I called claims again on XX/XX/XXXX for an update and they told me that I needed to go into the bank to speak to someone in person. I went to the bank XX/XX/XXXX and they turned me away because they would " just have to call claims again '' and " I could do it myself. '' Today, XX/XX/XXXX they have taken the credit from my new account leaving me with a negative balance. I called and they said they denied my claim for not reporting in a timely manner, although I called as soon as I could within 24hrs of the incident. There is no reason for them to deny my claim. I had no notification of what was going on because they would n't give me a status on my claim, nor did they call or email me when they were closing my account. I am extremely upset with the way they handled things and how unhelpful and rude they have been to me. I just want this to be resolved and the money that was stolen from me to be returned.

Company response to consumer: Closed with explanation