Consumer complaint received 2023-01-27
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I was a victim involved with fraud on the night of XX/XX/2023. I received a phone call of someone saying they are chase and that my card/account was flagged for fraudulent activity and they needed to deactivate my debit card and instate a new one. I did not give any of my own information to them. They knew all my personal info and my account number for my checking account so therefore I thought it was Chase Bank. The only information they asked for was that in order to add my new card to my digital wallet since they claimed they deactivated my original one because of fraud, they would add it to my digital wallet and they would send me a code. A code was sent from chase bank and then when the call ended, I checked my email that night and saw transactions used at XXXX XXXX and a Chase Bank ATM in XXXX, IL. I immediately locked my card and tried calling Chase Bank but it was Sunday night at XXXX. The next day I filed fraud claims for those two transactions and got a new card. They did not tell me any other Information to get my money back except they will investigate. The next day I saw my money back in my account and thought that they completed it and knew it was fraud and everything was back to normal. A few days later I checked my account again and saw the money was taken out. I was shocked and confused and called Chase Fraud hotline and they said the investigation ( within 3 days ) lead to their decision it was not fraud. I asked why and was hurt by how the employee said it was my fault. After talking to XXXX XXXX management ( a gentleman named XXXX XXXX he said he did not find my transactions in their system under my name or the card info I gave because it was used under a digital wallet and when you use a digital wallet the XXXX numbers change with every transaction. Therefore he could do nothing for me to refund and its best to solve it with Chase. I called chase again and they did nothing but put me down and say it was not fraud. I asked what info lead to that and they said it was my device that was used to make these transactions. I have then decided to go to a branch manager in my local town of XXXX XXXX, IL and XXXX called the fraud hotline with me and we talked to them. They said I have to fax any support to prove my claim. Since they said they had no proof of a new device added my card to their digital wallet, I had an email directly from chase saying otherwise. It was a notification that my card was added to a digital wallet. The branch manager and I decided that was proof to go against what they were saying and faxed it in. I also faxed in my own proof to support my claim and then called Chase Bank fraud online hotline for an update and they told me again my claims were denied. They said what I sent in was not enough to support my claim. The guy told me rudely multiple times I dont know how things work because it was my digital wallet. I asked him how he knows it was mine because I for sure didnt make those transactions and he could not give me an answer. After being super upset with how he was talking to me, I asked to speak to a supervisor, a woman answered the phone and she did the same thing. She ignored my complaints with how they said they didnt receive my proof and I asked then how do I help myself since you guys arent helping me. She said they dont call merchants for their investigation and that they do their own looking. I asked how they knew it was my device and she said they dont. I said then this is not right if you dont even have your own proof to blame me. I have been harassed and not helped by Chase, its been ongoing to fight for my money back {$400.00} and I dont know what else to do if they keep saying they dont receive my faxes of proof I keep sending. I was told to try to do a complaint and I guess we will see if this helps at all. I want to close my account with them but I want my money back since this was fraud and they are denying me with barely any proof and wont accept mine.

Company response to consumer: Closed with explanation