Consumer complaint received 2020-04-25
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (CO)

XX/XX/2020 : I received a call from Chase fraud department informing me that two transactions were flagged and denied in Florida on my debit card ending in XXXX. I also received 2 text messages from the automated system requesting that I call to confirm if these denied purchases were in fact made by me. I recieved a phone call from a Chase employee named XXXX and informed them that they were not made by me. The representative assured me the card ending in XXXX was now closed and I would receive a new card in the mail. 

XX/XX/2020 : Logging into my checking account, I was surprised to see that it, along with my savings account were at XXXX! The total stolen was {$4200.00}. Again, I had to call your customer service department and spent more than 4 hours being passed between customer service and claims with no one knowing how to get this situation fixed. If you have a fraud department that is supposed to prevent such crimes, why didnt it stop this? It seems as if Chase is a co conspirator in this crime. 

XX/XX/2020 : Sensing that I was getting the run-around with your phone-in center, I went into the local Chase branch and I was helped by XXXX XXXX. It was at this time that Mr. XXXX determined how this crime happened. After noticing a {$5.00} damaged or stolen card charge on my account for XX/XX/XXXX, Mr. XXXX determined that someone had ordered a new card and was able to update my shipping address to her home address in XXXX XXXX Florida. I have no idea who this person is. How is a criminal allowed to have a new debit card for MY account mailed across the country? 

In addition, Mr. XXXX determined that the debit card in my possession was deactivated and the debit card in the criminals possession was never deactivated despite both cards ending in XXXX. The initial call from your bank did NOTHING but to confirm to the criminal that she had all the correct information. 

A third item Mr. XXXX discovered was that no claim was filed on theXX/XX/XXXX. Mr. XXXX was the only person to correctly deactivate the debit card in Florida but by then, there was NO MORE MONEY TO STEAL. Why are your employees not doing the job they were hired to do? 
For the next 6 days I went to the branch or called in to customer service waiting for my money to be returned to me. Only after I pointed out that your actions were a violation of Regulation E, was the money was finally returned on the XXXX of XXXX. THIS, HOWEVER, WAS NOT THE END OF MY PROBLEMS WITH CHASE. 

XX/XX/2020 Chase bank deducted {$3500.00} from my checking account which made my account overdrawn. No call, no warning that this was going to happen. I was later told I received a letter about this. No such letter was delivered to me. I went to make a purchase with my card and was denied. Do you understand how embarrassing this is? Again, I had to call customer service and at that time I was told the claim was denied because the criminal had my pin. When I asked to speak to a supervisor, your customer service rep told me the matter was closed and would not be further reviewed and then proceeded to hang up on me. 

XX/XX/2020 : I paid another visit to the branch and spoke with the manager XXXX XXXX and Mr. XXXX. Both people were sympathetic to my situation and I believed them when they told me that they thought the bank was in error. In fact, Mr. XXXX called your claims department and argued my case for me. He said to be patient and, in his opinion, this should be resolved in my favor within 3 business days. 

XX/XX/2020 : Today is the XX/XX/XXXX and I returned to branch after filing a police report with the XXXX Police Department in Florida, hoping that the criminal will be caught and prosecuted, something it seems Chase does not care about. Previously, Mr. XXXX was able to print out a summary timeline of the calls I made to your customer service department and what was discussed. Upon comparison with my call logs, it appeared some calls from Chase were not on record. On this day, I was told that records of some of my phone calls to Chase were not available. When I requested to view these records and compare them to my printed call logs from XXXX XXXX XXXX I was told that the legal team was handling it now and they could not give me any further information regarding this claim.