Consumer complaint received 2017-05-28
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened up a Chase account in XX/XX/XXXX with my first XXXX  check in in the amount of {$7300.00}. My Social Security XXXX  check is deposited into this account on the XX/XX/XXXX of every month.
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On XX/XX/XXXX, I discovered my Chase card was missing and immediately called Chase at exactly XXXX to report the card lost or stolen, the entire conversation was 98 minutes according to my phone record. I was informed by a representative that on XX/XX/XXXX, I had withdrawals in the amount of {$800.00} and {$200.00}. I was then informed that on XX/XX/XXXX a fraud check was deposited into my account in the amount of {$2600.00}, and then withdrew {$2100.00} and {$200.00}. Per the representative, all transactions took place at Chase Bank, XXXX XXXX XXXX, XXXX, NY XXXX. I have never did any business at the branch as I reside in XXXX. I informed the representative that could not be possible because my only deposits are my Social Security Deposit checks and it was not deposited on XX/XX/XXXX. I also informed the representative that I did not make any withdrawals on that date XX/XX/XXXX. The last time I used my chase debit card to withdraw {$300.00} was on XX/XX/XXXX. A copy of the fraud check was mailed to me and the signature was no where near my signature, so how could they have processed this check?
Prior to this incident, my history with Chase bank will show that I never withdraw such a large amount, the most I have ever withdrew from the account was {$450.00}. The representative transferred me to the claims dept to file a dispute. I spoke with a representative from the claims department name XXXX around XXXX XX/XX/XXXX and told her exactly what I explained above and filed a dispute with her against those transactions. On XX/XX/XXXX I went to Chase Bank located at XXXX XXXX XXXX and got a new card. {$1000.00} was credited back into my account on XX/XX/XXXX and another {$2100.00} was credit into my account XX/XX/XXXX.
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On XX/XX/XXXX Chase bank send an email to my daughter, XXXX XXXX 's email address XXXX because I do not use my email address, I am not good with computers. Per the email, Chase is reversing the credit on my account XX/XX/XXXX because the card fraud department said I confirmed the transactions, which never happend. I did not speak to any Chase representative after filing the dispute and would never admit to somethiing I did not do.
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On XX/XX/XXXX Chase took all the money in my account which included my social security XXXX check that was deposited. This is my only means of income and as of now I can not pay my rent or buy food. I called chase claims department XX/XX/XXXX and spoke to a representative name XXXX  XX/XX/XXXX at XXXX and told her I NEVER confirmed any transactions and that was a lie, I told her to tell me when and how I confirmed this, give me proof because you are not telling the truth. XXXX said " no I could not be provided proof ''. This is absolutely unprofessional, you said I agreed to something which I know never happend, then when I ask you for proof you tell me no. After arguing back and forth I hung up, feeling very upset and anxious, I now have no money.
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I made a 2nd call to the claims dept XX/XX/XXXX at XXXX  and spoke with a Supervisor, XXXX XXXX, I asked him why are they holding me accountable for transactions that I did not make, my card was lost or stolen. XXXX told me he was sorry but there was nothing he could do for me. I asked XXXX XXXX to please provide me proof and evidence of my confirmation because I did n't confirm anything, but again, XXXX said he could not provide any proof.
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On XX/XX/XXXX, I made another call to Chase because I am being treated so unfair and the bank is stealing money. I spoke with a XXXX from the cards fraud department and he told me there was a text message sent to my phone where I confirmed the transactions. I told XXXX I did NOT receive or confirm any transactions made on XX/XX/XXXX-XX/XX/XXXX, and can I please be provided proof of this confirmation and again, the same story, XXXX told me he could not provide me with any proof. How can all Chase departments tell me they have no proof and this is suppose to be a big reputable bank. I can show proof of my phone records and text messages on those dates that none of these so called confirmations took place. All calls, text messages and phone calls should be recorded and records kept on file.

Company response to consumer: Closed with explanation