Consumer complaint received 2020-11-27
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (AZ)

XX/XX/XXXX -I called about the unauthorized activity on my account. Your claims department had hold times that was over an hour long. I called several times, waited on hold to be transferred to the online claims department because quickpay transactions were involved. I waited on hold for over an hour multiple times and would get disconnected. I literally spent an entire day trying to get a hold of someone who could help me and then the department was closed after many attempts. I asked social media what could be done because I was not getting through. They told me to fill a dispute form and send it through XXXX. I was advised it was recommended. It was impossible to reach the online claim department by phone so I communicated with them through XXXX. I made it very clear that I never sent anyone money through quickpay and that my wallet and my device were stolen and I had filed a police report. All these quickpay transactions were sent to one individual who I have never met. The last time the card was used fraudulently was for a XXXX  transaction also to the same person. The police are aware and in the police report provided to chase I elected to retain victim rights which means I would press charges. However, all this information I provided to chase was not getting to the right person because my claims started to get denied. I got a hold of a specialist who said they were a supervisor and she stated because facial recognition was used that my claims were denied. I told her " '' ok ... my device was stolen which I already informed you of so it doesnt surprise me if they added facial recognition to the device. '' The chase agent was dumbfounded and asked how did I inform them and I told her I sent a copy of the police report and answered the questions you asked of me through your message center online which they acknowledged they received. That is when I was told that was not how it need to be sent that I needed to fax it in and request it be added to each claim before the denied claims could be re-evaluated which is ridiculous she was looking at the report I had already sent. I faxed it over during the call and asked her if she could check it and she stated in need to wait 2-3 days to check. Ok I called day 3-5 and my fax was still not worked. In the meantime you guys kept denying more claims and the reason for those denials were because the card was present and it uses a chip so it cant be counterfeited. I couldnt believe it. I dont know how clearer I could have been when I stated my card was stolen I mentioned it several times. So finally you guys say you guys received the fax after I spoke with a supervisor I was told in 2 days the case will be reviewed to see if it is eligible to be reopened its been over 5 days despite multiple agents telling me they notated the situation so everyone was on the same page about what happened. After getting nowhere I filed a complaint with the CFPB and sent an email to the executive office at chase and XXXX who stated she was an advocate would try to help me resolve my issue. She just needed me to respond to some additional questions. I sent her an email with my response. I did have two cards and both cards were stolen along with my wallet. I havent used either card in months. I didnt notice my wallet and device were missing until XX/XX/XXXX which is actually when I made the police report. According to the police report they arrested the individual on the same day and has been in custody. This individual after further research has actually been to XXXX  for credit card theft and XXXX  before and was convicted. So this isnt the first time they have done this. I was in the hospital XXXX XXXX, XXXX XX/XX/XXXX I was in the hospital multiple times because of XXXX  and XXXX. When I wasnt in the hospital I was in pain and sick. I reported all these transactions at the same time and tried to report it on XX/XX/XXXX but couldnt get a hold of that dept despite multiple attempts and long holds so I had to send a XXXX. XXXX then responded Our goal is to give exceptional service every time you contact us. We are sorry for the long hold times on the phone and the disconnected calls. Although we are operational with limited staffing during the COVID-19 situation based on local health guidelines, our level of service should be the same. We reviewed the additional information you gave us. After further review, our claim decisions were correct. We may reconsider the claims if you tell us the make and model of the device that was used and give us documentation from your provider showing the device was replaced because it was lost or stolen. We also need to know the last date you remember using your card. You sent us an email on XX/XX/XXXX, confirming you understood why your card was replaced. You can call us at XXXX to give us the requested information or you may fax it to XXXX. I responded with the additional information XX/XX/XXXX. The additional information was the make and model of the device that was stolen and a purchase reciept of a new device to show that I had bought a new device because it was stolen. Despite giving them this information, I have not received any type of communication from chase and nothing has been done. I was able to give everything they asked of me to resolve this and yet im still waiting