Consumer complaint received 2017-08-28
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 am currently banking with Chase bank. I last used my card on XX/XX/XXXX at a XXXX parking meter in XXXX New York, in the balance of {$1.00} each transaction. There were a total of two transactions. That would also leave me with an available balance of around {$2700.00} or a little under {$2800.00}. Chase does not clear any debit card checking account transactions until days later after showing in pending. With that being said, it shows as if my transaction was made on or after XX/XX/XXXX. I realized on XX/XX/XXXX that my debit card was missing when in store getting ready to pay for an item. I contacted Chase immediately to file a missing card report. I was asked about my last transaction and at that point was notified by a Chase representative that some purchases were made after my last reported usage. I was transferred to Chase fraud department where I filed a claim. I was told that my claim would take up to 5-10 business days. I waited until that XX/XX/XXXX XX/XX/XXXX to call Chase to follow up on my claim. I was told that day around XXXX to call back in two hours as Chase banking system was down. I was speaking to a Chase representative, a young man in XXXX. I told the rep I would definitely call back in two hours. I called back around XXXX and was told by another Chase representative, another young man that my claim was denied the day before on XX/XX/XXXX. I asked why and he told me that two checks were deposited on the XX/XX/XXXX, the same day I claimed I last used my card and I needed to show proof that it was not me the account holder that made such deposits. I asked how could I show proof if I had no idea my card was missing and that I did not make those two check deposits. One check in the amount of {$370.00} and another of {$290.00}. The rep told me that I would have to fax over proof that I did not make those deposits. Not sure how I was suppose to do that, but I signed into my online account and pulled up my bank statement to view the transactions and to view the checks that were deposited. I had my statements printed and highlighted charges that were not made by me and the checks that were deposited, front/back and faxed to the number provided. I also noticed that both checks were not made out to me the bank account holder. They were made out to a company called XXXX. Spelled just that way. One check was mutilated and my signature was forged. I do not sign my signature that way. The other check had 3 different dates on it and was not signed at all. I was puzzled as to why Chase would allow these checks to clear and more over, how were they deposited. Electronically or in person. I was notified on XX/XX/XXXX by email from Chase once again that my claim dispute was denied even though I faxed over the proof. Chase also did not let me know how they came up with that decision. I wanted to know if they looked at cameras for stores where purchases were made and also if they saw cameras for where these checks were deposited. And if not deposited in person, what device were used to make these false check deposits. Chase fraud department could not give me any answers. I was just told that my claim was denied.

Company response to consumer: Closed with explanation