Consumer complaint received 2016-12-17
Company: JPMORGAN CHASE & CO.
State: WA
Product: Bank account or service
Sub-product: Cashing a check without an account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, 2016, around XXXX I received a call from Chase Bank advising me they suspected fraud on my account at the local XXXX. The associate asked me to verify my debit card number. I went to the garage to retrieve my purse and discovered that it had been stolen out of my car parked in my garage. 

I advised the Chase representative that my purse had been stolen. He advised me that they denied the additional charge and closed the card, however, XXXX had been paid. He suggested I go to my branch and freeze the account so no further transactions would be paid. The amount of fraudulent charges was {$2.00} and {$100.00}. 

I notified the police department and an officer came over to our home and took our report. 

The next morning I went directly to my branch and met with their employee, XXXX. I told him what happened and he froze my old account ending in XXXX and opened a new account ending in XXXX. Because I had no identification I was allowed to withdraw {$100.00} so I could go get a new driver 's license. After obtaining a new driver 's license I went back to the bank and ordered a new debit card and was given an ATM card so I could access my money. 

I delivered the completed police report and took it to their station in XXXX XXXX, Washington. 

I also notified XXXX of the theft as my XXXX card was used as well. They immediately close the account and credited my credit card for the fraudulent charges. 

I continued to monitor the frozen account online along with my new account. The balance was negative as Chase paid the fraudulent charges along with XXXX of my transactions that were paid bringing the balance to - {$240.00}. This continued to be the case until XXXX XXXX, 2016 when Chase deducted the full amount from my new checking account. They also closed the old account online so I could no longer see the transactions. I was told if I wanted to see it I needed to go into my branch and they could print it out for me. 

I had expected the {$130.00} to be deducted as those were my transactions, however, Chase deducted the fraudulent charges of {$110.00} was also deducted. I called Chase to inquire why the fraudulent transactions were deducted and the Fraud Department said that Corporate Fraud said there was no fraud on my account because the transactions were not paid. 

I explained the amount they deducted from my new account was inclusive of my transactions and the fraudulent transactions. After weeks of talking with Chase Fraud Department I was repeatedly told that the fraudulent charges were not paid, but actually denied on XXXX XXXX, 2016. After additional telephone calls I was finally able to talk to someone who gave me an item by item transaction history on the XXXX account. 

The XXXX fraudulent transactions were indeed denied on XXXX XXXX, 2016 ; however, THEY WERE PAID ON XXXX XXXX, 2016 bringing the account to the negative amount of {$240.00}. 

The fraud department at Chase XXXX admitted that they fraud transactions were paid on XXXX XXXX, 2016 and these fees should be refunded but never credited my account. 

I spoke with XXXX at the Chase, XXXX Branch. She reviewed my accounts and acknowledged the funds had been paid on the XXXX of XXXX, however, her ability to refund these charges were limited and would discuss the situation with her district supervisor. 

Today, I was notified by XXXX of Chase, XXXX Branch, that they would not be refunding the fraudulent charges because Corporate Chase Fraud Department denied the claim and once they make a determination there is nothing anyone can do to reverse it.

Company response to consumer: Closed with monetary relief