Consumer complaint received 2016-03-10
Company: JPMORGAN CHASE & CO.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Monday XXXX/XXXX/2016 someone used my debit card at XXXX and spent {$99.00}. I called my bank Chase to let them know that I did not make this purchase. I also called XXXX that told me that they have a young lady on video who made that purchase for gas using my debit card which I have not lost, I still have my debit card. So the person must have duplicated my debit card, the bank rep suggested that a I close the bank card and have them send me another XXXX so I did that. I asked if I should close my account, the rep said no because it was a devbit transaction. Then on XXXX/XXXX/2016 I checked my account and noticed that {$1200.00} was pending to come out if my account. The same account. I immediately called chase to see what was going on. They told me I had to call back tomorrow to get more information because the transaction was still pending and they did n't have much information. But that the transaction was done inside a bank. We opened a claim for this unauthorized transaction and I put a freeze on the account which the representative should have told me to do on Monday when {$99.00} was spent at WaWa the day before. But the rep did not give me that option so I did n't know that I could put a freeze on my account to stop any further withdrawals. On XXXX/XXXX/2016 I called back Chase to see which location the withdrawal was made for the {$1200.00}. The rep told me in was at XXXX XXXX XXXX XXXX XXXX Fl, XXXX. Which is 3 hours and 20 minutes away from where I live so I went to my local Chase branch as soon as they opened at XXXX to. XXXX eventually told me that the person who made the withdrawal from my account used my husbands ID drivers license and that there is nothing they can do about this and that I will not be getting my money back. My husband was at work that entire day that the withdrawal was made. He works at XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX which is 3 hours and 32 minutes from the chase where the money was withdrawal. My husband has not left work at all that day. Worked from roughly XXXX to XXXX, there is no way he could have made that withdrawal. He has proof from his Director, manager and dozens of employees that can witness him being at work that day. He did not give anyone his ID, debit card info, or banking info or any permission to use our account and he still has all of his credentials with him. We have no idea how someone got his personal and financial info but Chase investigation closed the case after just 30 minutes or less and said there is nothing they can do and that we will it get the money back. I arrived at the bank at XXXX and by XXXX they already closed the investigation. I do not feel like they did anything to help us. I am a stay at home mom with XXXX children. My husband works 60 hours a week and makes less that XXXX annually. We can not afford to have {$1200.00} stolen from us. We need our money to pay our bills and other living expenses. We are an extremely low income family. We offered to show proof of my husbands log in and out for work to show that he was more than 3 hours away and to provide the police report but was told it does n't matter and that we still will not get the money back. The signatures DO NOT match. The person who signed my husbands name put his middle initial which my husband NEVER does when signing his name or writing it. I filed a police report and would like my money back also to press charges on the people responsible for making these unauthorized transactions.

Company response to consumer: Closed with explanation