Consumer complaint received 2016-10-26
Company: JPMORGAN CHASE & CO.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On Wednesday, XXXX XXXX, an un-identified persons made ( XXXX ) ATM debit card withdrawals using my Chase Bank Debit Card at a XXXX XXXX XXXX Branch, located at XXXX XXXX XXXX, XXXX, FL XXXX, XXXX. The first ATM withdrawal was at XXXX EST for {$500.00} + {$3.00} - non Chase bank fee. A XXXX ATM withdrawal was made at XXXX EST for {$500.00} + {$3.00} - non Chase bank fee. A total of {$1000.00} was now missing from my account. At approximately, XXXX EST, XXXX miles and 3 hours and 15 minutes away with no traffic, from XXXX, I was attempting to check out after happy hour drinks at XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX, XXXX. I had been at XXXX since XXXX EST with ( XXXX ) colleagues from work. When the server attempted to run my Chase Debit Card she returned to advise that it came back as an invalid card number. I thought that was odd and provided her my additional Chase Debit Card for another joint account. She then returned stating that one also came back as invalid account number. Since I had received no texts, emails or phone calls from Chase, I thought perhaps it was just something isolated to XXXX card reader. On Thursday, XXXX XXXX, I attempted to check out of XXXX in XXXX, Florida and the card was again declined. At this time, I still had not received any texts, emails or phone calls from Chase Bank so therefore was not alarmed. On Friday, XXXX XXXX, I went to pay an online bill and noticed the ( XXXX ) unauthorized ATM debit withdrawals made in XXXX Florida totalling {$1000.00}. I then called Chase Bank and they advised I needed to go into a Branch for new cards as there was some suspicious phone activity with their Chase Bank customer service center and account was noted for me to go to a Chase Bank location. I asked why was I not contacted via text, email or phone call and they had no reasoning for them not reaching out to me with this suspicious activity. Later that morning I visited XXXX XXXX at the Chase Bank location, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX, XXXX, where she advised that my cards were canceled. I advised I now understand that however was very disappointed for Chase Bank not notifying me immediately and had been embarrassed in front of co-workers when my cards were declined. She could not say why Chase Bank did not contact me. She then ordered me new cards for both accounts. I provided her the sole card to my primary account and she destroyed it along with the other Chase Bank debit card I had for my joint account. She then asked if I reported a claim. I advised that I did not know the process and she called in and reported a claim. She then said I needed to fill out a claim form affidavit. Once returning to my office later on Friday, XXXX XXXX, I received the email from Chase Bank and filled it out electronically online and submitted. I allowed time for a response since it was no a weekend. On Sunday, XXXX XXXX, I noticed an email Chase Bank sent me on Saturday, XXXX XXXX, only 24 hours reporting the fraudulent withdrawals on my card. The letter advised " Update : We 're not reversing the disputed charges on your account. '' The letter went on to say that they researched these transactions and they confirmed the disputed charges were correct and they will not be making any adjustments to my account. I was instantly panicked by such a response only 24 hours after reporting the fraud. I then called and spoke to XXXX at Chase Bank at XXXX, who shared the details I provided earlier about the XXXX, FL ATM withdrawals. He admitted to seeing my same card used by me 3+ hours away in XXXX XXXX , FL and also advised the account activity was not in line with my normal spending. He advised he would reopen. I then reopened another claim affidavit on Monday, XXXX XXXX and today just now got a temporary credit.

Company response to consumer: Closed with monetary relief