Consumer complaint received 2016-10-11
Company: JPMORGAN CHASE & CO.
State: CO
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
This is a complaint against Chase Bank & XXXX ; On XXXX/XXXX/16 I noticed a charged on my debit card when I checked it online. It was for XXXX. This charge put the account in the red. I called the bank and they canceled my debit card because someone had the number. On XXXX/XXXX/16 the charge was reversed, however through XXXX/XXXX/16 I was notified via bank phone system that someone had tried to use the card a few more times to cover XXXX of dollars. However, the card had been canceled at that time when it was used again. On XXXX/XXXX/16 I received a letter from Chase that the charges had been reversed back in XXXX favor because it was determined the transaction was authorized. I then noticed on XXXX/XXXX/16 my account had showed where I was charged for the {$570.00} for XXXX XXXX. I called the number in the letter and then decided to go to a bank location to talk with somoene face to face. I talked with XXXX XXXX at the Chase Bank local branch. He called the fraud dept. and they stated there was nothing that could be done and the situation was closed. I left but then I called XXXX XXXX back and asked if it could be reoped due to proof that there was someone who tried to use the card more times after it was closed. They treated me like a disgrunteled customer trying to refuse a charge. He made a call and they reopened the case. In the meantime I had this charge on my account causing problems since we do not have much money. At that time I decided to do some investigation and I called XXXX and they would not talk to me because of the fraudulent case. They did mention that the phone number and email used on the charge did not match anything I gave them on the call. Red falgs shold have been seen. They did tell me that the package was shipped XXXX. I never received a package at my door so I called XXXX and they gave me details that it was dropped shipped to a XXXX in downtown XXXX and they emailed me regarding who signed for the package etc. I called the downtown XXXX and aksed if they have cameras etc. They do but need police involvement to view. I found the name and address of the person who signed for the package and then called police. They took details, then later visited the person and found out it was a romance scam so the lady was taken for money as well. I reported all of this to the bank via XXXX XXXX. They refused to open the case again after the second closing of it. I finally got a police report with all the scam details and sent it to XXXX XXXX to forward to fraud dept. They still refused to open it and said the police report did not matter. We had called the fraud dept several times to go up the chain of command. We got a XXXX and than a XXXX XXXX and we traded phone calls several times but now they do not respond to anything at all. It was stated that XXXX is the one who denied the issue so Chase could do nothing. I bank with Chase not XXXX. We have all of the proof that this is a fraud case and not an authorised transaction. We made no purchase with XXXX. Police report states all of the issues regarding the " Romance Scam ''. They refused to charge the lady who signed for the package as she was picking up stuff for her internet boyfriend and reshipping etc., with her not knowing.

Company response to consumer: Closed with monetary relief