Consumer complaint received 2018-06-15
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:
I arrived to XXXX, XXXX on XX/XX/XXXX excited to spend a vacation with my family. I used my debit card at the airport ATM that day, which was the only time I used this card prior to the fraudulent transactions beginning. On Sunday, XX/XX/XXXX, I spent the day at the pool in XXXX  and came home to a phone full of alerts that over {$5000.00} USD had been drained from my checking account in a variety of transactions occurring in the XXXX  area in Florida. I immediately phoned Chase Bank to alert them of the fraud. The money was returned to my account and I assumed things would be fine.

The following Tuesday, XX/XX/XXXX, I checked my account and realized the {$4900.00} USD Chase put in my account on Sunday to cover the fraudulent charges, was no longer there because they had reversed the transaction debiting my account. I immediately phoned them, and a representative told me that the cases were closed because I told them I didnt want them to pursue the claims. I immediately requested information regarding what conversation he could possibly be referencing, because I had made no such request and indeed this is fraud and this money needs to be returned to me. In fact, if someone had called them, pretending to be me, I had a larger problem identity theft rather than just debit card fraud. The representative fumbled, told me the cases had been closed, and that I couldnt receive money for the fraud until after the re-opened cases were investigated, which would take 60-90 days. And also that I needed to have some forms mailed to my address in XXXX XXXX, Florida, and to mail them back to Chase before they would investigate the fraud. Even though I was in XXXX, and would remain in XXXX for the next ten days. At this point I asked to be escalated.

I was, and the woman that spoke with me did a few things : she filed an internal complaint because the analyst that closed my cases should not have ; she had the mailing paperwork requirement waivered and emailed me the documents instead ; and had the tranches of funding split in two. One case totaling {$980.00}, which was the amount that was directly withdrawn from a Chase ATM located in Florida, and one case worth {$4000.00}, which was the total amount spent at various vendors ( XXXX, XXXX, XXXX ). I sent in substantial documentation proving my then-current physical location in XXXX, not the US, and again, expected things to be fine.

Things are not fine. I just received a letter from Chase stating that the {$980.00} case has been closed, they do not believe it is fraud, and they are again, taking the money back out of my account. I have requested they re-open the case, but I do not have any written indication they are doing so, nor have they provided the research information that was used to close this case. They are also asserting that they will not return my {$980.00} until the case is re-evaluated, which will take 3-5 business days before they decide if they will reopen it- or not. I am concerned about the honorable resolution of this case, and the status of the second case worth {$4000.00}.

Here are some points of interest that would be very clear if anyone had investigated this claim properly : I made legitimate transactions on my Chase Travel Credit Card in XXXX on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX I provided my XXXX   information to them that clearly covers XX/XX/XXXX I provided my Delta flight information to them that quite obviously has me arriving in XXXX  on XX/XX/XXXX and leaving on XX/XX/XXXX Multiple people can attest to my physical location in XXXX  from XX/XX/XXXX. Including the US government, which I assume keeps records of when US citizens enter and exit the country. To get to XXXX, I routed through XXXX on both my exit and return flights.

I have had this checking account for about 15 years and have never reported fraudulent activity I have had this checking account for about 15 years and have never withdrawn more than {$500.00} in a day I have had this checking account for about 15 years and have never spent more than $ 3k a day, and even then only 4 times when I had to pay semester-long bills for my housing in grad school. I don't use this card, and when I do it is cheap.

I very infrequently use this card at all, and when I do, its typically an ATM so that I can withdraw cash I dont believe Chase Bank has any intention of returning this funding to me, and I believe these are intentionally malicious business practices. To make matters worse, I am in the midst of intense business travel to XXXX  and dont know how I can fight this fight, which I am losing, to this giant company that seems doggedly intent on stealing my money. Please help.

Company response to consumer: Closed with monetary relief