Consumer complaint received 2022-11-02
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the night of XX/XX/XXXX while passed out I was robbed by a date in my apartment who proceeded to XXXX themselves {$2000.00}. 

When I regained consciousness about an hour later, I found that my date and phone were gone. Upon checking the status of find my XXXX  my device was miles away heading in the direction of his home. Thanks to my XXXX XXXX I also saw a notification indicating that there had been a XXXX transaction from my JP Morgan Chase account to this person. Realizing this person must have memorized my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I quickly called XXXX and Chase to report the theft and fraud. Chase was unable to stop the payment despite how little time had passed. I recounted the story and was told that Chase would be launching an investigation and, in the meantime, would disable my online banking and XXXX. 

I was able to gather the information I had on the suspect in addition to XXXX XXXX footage from my neighbor that showed the suspect sneaking out of my apartment and running away, which was enough for the police to seek a warrant for his arrest on the felony charge of grand theft. 

However, on XX/XX/XXXX I was notified by Chase that my claim was denied on the grounds that it was an authorized transaction because their investigation showed that : The transaction occurred on my phone/from my ip address, and occurred through my chase app. 

I was shocked because obviously being that I was rendered XXXX, and my device was stolen, of course the transactions would occur from my device and IP address, I was XXXX  and not able to authorize such charges. 

Further I'm confused by the fact that this transaction went through with no flags given : Ive seldom used XXXX, The unusual login activity, I have no history of sending sums that large, and The amount was over 60 % of my available checking account. 

I was told by a Chase representative that I could contest the claim by mailing in any documents that support my case. Given the amount of money involved and the fact that my rent is due and I did not receive a temporary credit, I asked if there was a faster way such as email but was told mail was the only way. However, when I later called to verify the address, the second representative told me I had the option of having a branch employee Fax the forms over refuting the previous representatives claims. 

I proceeded to fax over the following documents : Police report and victim release, XXXX stolen phone claim, GPS Location history showing the last known location of my phone shortly after the crime, and Ring footage depicting the arrival and departure time of the suspect I've yet to hear from Chase. After being a Chase customer for over 10 years, Im still in disbelief over how little regard they have shown. Theyve truly managed to make a terrible situation all the more stressful, increasing my feelings of XXXX XXXX XXXX XXXX XXXX after an incident that could've easily resulted in my death had the circumstances been different.

Company response to consumer: Closed with monetary relief