Consumer complaint received 2018-01-28
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:
on XX/XX/XXXX i received a phone call from Chase banks fraud department at about XXXX. The call stated that there were 3 odd charges on my debit card that they inquired about ( these charges never made it to my statement ). The resolution was to cancel the card and issue a new one, which i did then and there. After i got out of work i checked my online banking and saw 10 charges totaling a sum of {$3300.00} and a phone transfer of {$6000.00} from savings to checking. While also checking these transactions, i received emails stating that my debit and credit card was also added to XXXX XXXX ( i do not own XXXX products ). I called chases claims department who atrociously handled the claim. I later found i was left with a claim of {$2900.00}, NO {$6000.00} transfer, NO XXXX XXXX, and was ordered to close my accounts and create new ones because they were " compromised ''. They did not care for the rest of the information. On XX/XX/XXXX I closed the accounts and created new ones. I was restricted from online banking until i could produce a new email and scanned my devices for viruses. On this same day in a branch i made them aware that a charge was missing of {$320.00}. i was told 3-5 business days for processing. On XX/XX/XXXX i went back to the same branch to check on the balance and return. I was informed by chases claims department that my claim was denied because the card was used with a chip and pin, and i was to take it up with the vendors. As this phone call transpired the banker noticed my account flagged for IDENTITY THEFT. We got on the phone with a different department who informed me i was indeed a victim. i was to cancel my credit card at this point and create passcodes for anytime a call was made about my accounts, order credit reports and alerts. after i left the branch i called chase again to get exact times of the charges some of which were seconds apart ranging from XXXX until XXXX ( the card was supposedly cancelled ) and no information was available about the {$6000.00} transfer. i also called the vendors who verified that my card number was NEVER used there. i called chase back and " escalated '' the claim. at this point the supervisor apologized stating the card was not used with a pin or chip and that the problem would be taken care of. On XX/XX/XXXX my provisional credits were reversed again. i received a letter to fax back about the charges totaling XXXX, again missing XXXX, and still no word on the transfer. After numerous days and calls, i was informed 2 checks were sent to me on XX/XX/XXXX totaling XXXX and i could expect to have them in 3-10 business days. on XX/XX/XXXX i had still not received a single check and I called yet again and was told i was denied once more for the reason that " I VERIFIED THE TRANSACTIONS ''. I have provided them with all necessary evidence negating this claim and even proving the contrary. They have given me misinformation multiple times, denied me access to phone calls they claim they have of myself providing said verification, saying i must order a subpoena for such things. Contradiction is evident in one department stating identity theft and the other being quick to dismiss me on whatever grounds they find convenient at that time. I have escalated this once more providing all the facts in one place today as of XX/XX/XXXX, including phone statements, messages, and emails from chase themselves. Still no one has informed me of the {$6000.00} transfer that made all of this possible, seeing as before it my checking balance was {$780.00}

Company response to consumer: Closed with monetary relief