Consumer complaint received 2016-06-05
Company: JPMORGAN CHASE & CO.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/16 someone transferred {$1000.00} from my saving to my checking account. They spent {$970.00} on XXXX @ XXXX XXXX XXXX.I claimed this quantity on the phone. The bank closed my debit card, and refunded this quantity the next day. I also went to the Bank Branch located at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX to pick up my new debit card. I talked to XXXX XXXX XXXX and I asked her what else I could do to avoid any other fraud. She checked the account and said that the transfer was made on the phone. She stated that the new card had a chip and it was really safe. It was wrong. 
XX/XX/XXXX-XX/XX/XXXX : on XXXX XXXX, someone made XXXX withdrawals from XXXX different ATM : {$500.00} at the ATM located at XXXX XXXX XXXX XXXX XXXX XXXX ( I have never been there ), and {$500.00} at the ATM located at XXXX XXXX XXXX XXXX XXXX XXXX . I claimed it on the phone again. They closed my debit card again. I went again to the same bank branch to pick up my new card and to ask them what I can do to avoid these frauds. Same answers as before. However, this representative said that he has checked my " withdrawals pattern '' and it was clear that I never took so much money at a time from an ATM. This second time, the bank did not refund my money easily. Thus I called the Claim and Fraud depts. several times. They finally stated that I should complete and sign a CUSTOMER QUESTIONNAIRE that should be sent back to them by fax. On XXXX/XXXX/16 to speed this new requirement I went to the same bank branch and I asked to talk to the manager. The manager stated that she was helping other customers and she referred me to a bank representative who helped me to complete the form I mentioned above. On XXXX/XXXX/16 the bank gave me a temporary credit. On XXXX/XXXX/16 the bank removed the temporary credit. They determined the transactions were correct. I did not agree with their determination and again, I called the Claim and Fraud depts. several times. I asked them how to dispute their determination. They told me that it was permanent and there was n't any way to dispute it. On XXXX/XXXX/16 I came back to the same bank to talk to the bank manager. Again I met again XXXX XXXX who said the manager was n't there. It was n't the truth since I saw her later on in her office. This time, XXXX XXXX suggested me to report this fraud to the police. I did it. My case report number is XXXX. On that day I visited the bank 3 times : the second time to get a print out of my checking account ( an evidence required by the police officer. ) The third time, to report my case report number to the bank. The bank representative did n't inform me correctly since the very beginning. XXXX/XXXX/16 : I met the real Branch Manager, XXXX XXXX XXXX. I told him that I wanted to close my account and also to dispute the bank determination. I added that I wanted to know the basis or reasons for that determination. He made some phone calls and finally he stated that it was permanent and there was n't any way to dispute it. I refused to accept it. Then, XXXX XXXX added that I should go to the XXXX City Hall and asked them for a claim. I also stated that I wanted to go to the Chase Bank main office in XXXX and/or to talk to XXXX XXXX 's boss. He said the Chase main office was in XXXX and that his boss did n't have a regular office. In XXXX words : nobody can contact XXXX XXXX 's boss. On XXXX/XXXX/16 the XXXX City Hall sent me to the XXXX District Court. They referred me to LEGAL SERVICES OF GREATER XXXX. On XXXX/XXXX/16 I called again to the Fraud dept. and asked to talk to a Supervisor. They said the Supervisor was really busy, but he will call me back in 24 - 48 hours. Nobody called me back. The Office of the Comptroller of the Currency referred me to the CFPB. I had spent time, energy, and money for nothing. I had never given my debit card or my pin # to anybody. I had my debit card with me ALWAYS. Thank you

Company response to consumer: Closed with explanation