Consumer complaint received 2024-09-23
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO. (IL)

Monday XXXX - four phone calls from XXXX, picked up last one from a Chase representative, XXXX, claiming that the card was attempted to be used at a XXXX XXXX in TX for a {$300.00} + charge. Needed to verify last charges, and XXXX read off multiple exact charges that were legitimate. While speaking to XXXX, she received a text link to verify she was talking to a Chase representative in the Chase app. XXXX said the card would be re-issued but needed the PIN to do that. Said card would be sent to address, she knew the address on the account. Given that XXXX knew all of the account information already, the PIN was given. 

Second guessing this interaction, she immediately locked both accounts via Chase app. 

XXXX XXXX  Call Chase to report previous call and PIN number XXXX  card was being reissued at that point and no one by the name of XXXX worked in fraud department. 

Tuesday XX/XX/XXXX Chase email and text alert sent at XXXX : Need more information about both accounts to continue using the accounts, then called Chase . 

XXXX XXXX  phone call ( XXXX ) - re-routed several times with reps telling us we needed to go into a branch to be verified with 2 forms of verification, finally ending with someone telling us the VP at a branch in XXXX reported someone there for a withdrawal, suspicious - so account will remained restricted and locked - Phone call lasted 42 minutes XXXX XXXX  reported suspicious in-branch activity ( information given to us from chase representative ) XXXX four calls from XXXX, XXXX IL Chase Bank Branch , did not answer since we were talking to Chase already Branch located : XXXX XXXX XXXX, XXXX XXXX IL XXXX XXXX XXXX  at XXXX Chase branch  XXXXXXXX XXXX XXXX XXXX XXXXXXXX, IL XXXX - ATM withdrawal from savings account. Two separate {$500.00} transactions. While these transactions were happening XXXX ( account owner and her physical card ) were in XXXX XXXX, XXXX. **The manager at this branch was unable to verify if the theft was Eastern or Central time. 

XXXX XXXX  call Chase back to report the charges and close the card AGAIN. Claim submitted for the fraudulent charges Rep said the card used for the withdrawal was the old card ( which was closed on XXXX ) New card will be sent. 
Rep asked for social security number ( she was reported for this by the Chase branch when we went in ) Transferred to another specialist ( XXXX ) who sent a link, refused to wait on us and told us to call the number on the card if we didnt trust her. 

Went back into app to lock card again - could not get into app, account locked. 

XX/XX/XXXX : Went into a branch to show proof of the physical card and supporting identification, close the account and review the activity of the last two days. XXXX XXXX branch employees have been helpful in closing account, reissuing card and escalating the case. Her money was returned by Chase within 24 hours. However. 48 hours later, without any investigation or supporting documents, Chase found the claim unfounded and removed the {$1000.00} from the account. Fraud department indicated that a chip enabled card was used at this ATM, so no fraud was indicated. Again, XXXX still has her physical card in a different state. 

We contacted XXXX XXXX and XXXX XXXX XXXX to make a police report regarding the theft and to question Chase 's involvement with the initial phone call.