Consumer complaint received 2022-02-09
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This is an update on a previous complaint. Chase has not been consistent at all with handling my claims after my wallet and phone were stolen a few weeks ago. Initially, when money was being taken out of my account, I filed a claim the next morning, and it was denied a week later. After 2 weeks of providing proof of my items being stolen and calling Chase over and over again, they reopened the claim and resolved it by not denying it. Now, there are still pending issues with money being taken via financial apps ( XXXX XXXX ) that was on my stolen phone. Again- I filed a claim, RIGHT AWAY. I even put stop payments on every single financial app I might be signed into still on my old phone to make sure it doesn't continue happening. I spent {$120.00} dollars just to place these stop payments to make sure I don't have to keep making claims with Chase, I honestly just want this nightmare to be over. After providing ALL of the proper information, which essentially is the SAME case as the first one with stolen items and money being taken out of my account, they denied my claim again. Again, I call over and over again, I get them to re-open the claim, and explain to them exactly what they need to know. They denied it because some money came back into my account from XXXX XXXX and claimed the merchant gave me credit. THIS IS NOT TRUE, and I explained this to who I was speaking with on the phone. Over {$4000.00} was taken from my account and I noticed this after seeing email notifications from XXXX. Once I got into my XXXX  account myself I removed all banking info ASAP, changed my password, and saw there was a little over {$200.00} left in the account which I thought was weird. Well- this was only because whoever was taking money out of my account via XXXX had hit the limit for XXXX  withdrawal and sends. So thats all that was left over. I immediately " instant transferred '' that money back into my bank account. No credit was given to me from the merchant. I messaged XXXX support about this and they said they could do nothing about it. The merchant gave me ZERO of my stolen money back. What was sent back into my account was DONE BY ME. What was taken out of the account was NOT DONE BY ME. PERIOD. I've taken ALL of the proper steps here to protect myself from having to go through this process again, and after explaining this over and over again, Chase has decided to deny this claim AGAIN after reopening. How is it that a previous claim with the exact same circumstances of stolen items ( debit card, ID, phone, etc ) was resolved and permanently credited, but this one isn't? There is no consistency there at all. I'm currently in my 3rd year of medical school, this money is my loan money for me to survive during the semester. WHY would I ever in my right mind empty my entire account? It makes ZERO SENSE. I don't have a job, I don't have an income, and I don't have any loans coming until May. Chase is going to take back all the credits they gave me now and make my account go negative- meanwhile I have NO WAY of recovering this stolen money myself and I have no way to make this account go back to good standing once they do remove the temporary credits. Also, the amount it will go negative will completely put me in a bind after receiving next semesters loans as well. This is a HIGHLY stressful situation and it baffles me as to how Chase could just come to the conclusion that this could be anything but fraud. I had just enough money to get through the next few months of school comfortably and now I'm about to be left with less than nothing.

Company response to consumer: Closed with explanation