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

Complaint:
On XXXX XXXX, 2016 approx. XXXX I was XXXX while waiting for a XXXX. My wallet, debit card, credit cards and XXXX were all stolen from me during the robbing. 

2 hours later, I received an email from Chase Debit Card Fraud Prevention, inquiring the validity of XXXX transactions made against my debit card. Upon reviewing the email, I promptly ( same day ) marked the transactions in question as fraud. Per the Chase inquiry email, once I clicked on 'NO ', and as a result, my card was immediately blocked/closed. At that time, I was comfortable in knowing that no further transactions could appear because the card was 'turned off '. As of Saturday, XXXX XXXX, 2016 I still had n't heard from Chase, so I called in. At that time I was told I need to actually file a claim over the phone - and that by marking the transactions as fraud by clicking the link in my email, was n't enough to initiate an investigation. I was unaware of this process, as the email I received from Chase was n't clear on next steps. I spoke with the Chase Fraud department, and was given a claim number ( Claim # XXXX ). A temporary credit in the amount of {$500.00} was placed back into my account while the investigation was performed. On XXXX XXXX, 2016 I received a document notifying me that the temporary credit of {$500.00} was being removed, as the investigation concluded the transactions were 'correct '. I immediately called Chase, and asked why. The Rep told me that Chase made a call to the phone number on my account, and the charges were verified via phone. I explained that my phone was also stolen, so when Chase made contact with that phone number - they were n't talking to me. The representative assured me this would get cleared up, and said my Case would be re-opened, and an investigation with this new information would be performed. Yesterday, XXXX XXXX, 2016, while reviewing my Checking account, I noticed the {$500.00} was removed back out of my account. I immediately called Chase again, to ask why. The Rep I spoke with told me the claim was denied because Chase made a phone call to the phone number on my account, and the charges were verified via phone. I explained to the Rep that I already called Chase on XXXX XXXX and explained that my phone was also stolen. I also explained that as I mentioned in the previous discussion on XXXX XXXX - I have proof that the phone was n't in my possession. I asked when the call was placed to my phone to 'verify ' the disputed transactions. The representative told me the call was made on XXXX XXXX at XXXX. I did n't have my phone at that time, and I have supporting documentation to prove that. Once connected with a Supervisor, I explained the entire situation. The XXXX agreed to re-open my claim ( Claim # XXXX ). The Supervisor I spoke with advised me to send in ( via fax ) any documentation I had to support what happened. I sent ( via fax with a Confirmation # ) the following documents : - The email I received from Chase on XXXX XXXX from Fraud Prevention Services, asking if the recent activity on my account was me. 
- The Police Report I filed. I specifically mentioned my iPhone and this specific Debit Card was stolen. 
- This is an email confirmation from XXXX ( phone insurance company ), advising me that my stolen phone claim was complete. This was sent on Sunday XXXX XXXX. This validates that my phone was reported stolen and was not in my possession after Sunday XXXX XXXX. 
- XXXX receipts from the XXXX store showing that I was issued a replacement iPhone on XXXX XXXX at XXXX EST. This validates that I was not in possession of my phone between XXXX XXXX - XXXX XXXX. 
- Date/time-stamped photos of the XXXX I sustained as a result of the XXXX. 

They are still denying my claim. This is ludicrous!

Company response to consumer: Closed with monetary relief