Consumer complaint received 2017-06-12
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:
On XX/XX/XXXX I was having dinner at my familys house when at XXXX XXXX I received an email alert from Chase that my email address had been updated. Since I had not authorized this change I logged into my account and noticed two ATM withdrawals that I did not authorize, I drove home and at XXXX XXXX I called Chase customer service to dispute the charges and opened up a claim.
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I was instructed to go to a bank branch the next morning and close my accounts. I was informed by Chase customer service that the ATM withdrawal was made by requesting a mobile pin #. Before this day I was not aware that this feature was available on my account and if I had known I would have never allowed it, to the point that I would have cancelled my accounts with Chase. I consider this feature a HUGE security flaw and a convenient option for criminals.
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The following day on XX/XX/XXXX I went to my local branch to close my accounts while there I was told by the representative helping me that I was the 6th person in less than 2 weeks that had this same problem she even knew before I had given her my account information that these withdrawals were done using that horrible mobile pin service that Chase offers. After opening new accounts I was told that I needed to go home and run antivirus scans on my computers, mobile devices and then call the Chase fraud department to create a new online account. After doing what I was instructed to do I called the Chase fraud department to setup my new online profile and was told to contract the credit bureaus to place a fraud alert on my credit. I did this as instructed.
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From Chase, I never received a claim number for the dispute on the two ATM withdrawals on XX/XX/XXXX17 for {$200.00} and {$300.00}. I never received any correspondence alerting me that the temporary credits had been put on my account nor any correspondence stating that the credits had been reversed and the reasons why. When I called customer service to dispute the reversal I was told that the investigation showed these were valid transactions. I requested from Chase detail of their so called investigation but they have not given me any detail and I consider that there was never an investigation conducted. The simple act of pulling the tapes at whatever ATM was used would show that it was not me. Again these withdrawals were done by obtaining a mobile pin # throughout the entire history of my accounts I have NEVER used this service. I would n't even know how to use this service.
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The facts of this case are as follow : - Because I did not request a change of email address I checked my account and found two fraudulent ATM withdrawals had been made using this TERRIBLE mobile pin feature.
- As soon as I was able to I called to dispute these charges well within 24 hours.
- If you Chase bothered to look at the history of my account, they would see I have NEVER used this mobile pin # feature.
- If the tape on the ATM was pulled and compared to my picture Chase would have seen that I did not make these withdrawals.
- The bank representative who opened up my new accounts told me herself that this same fraud has happened to several customers that she has dealt with.
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Chase has never provided me with the findings of your so called investigation. Chase has done a terrible job of keeping me up to date of the progress of my case ( not providing me with a case number, not informing me of credits given, not informing me of credits reversed ). I did everything Chase has asked and they are acting in bad faith and not standing by a long time customer. I 'm sure this is happening with many more of their customers especially since the bank representative told me so.

Company response to consumer: Closed with monetary relief