Consumer complaint received 2024-03-09
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (IL)

On XX/XX/XXXX Chase received a phone call of someone impersonating me and sent a duplicate debit card to an address that I do not live at. XX/XX/XXXX I was contacted by a scammer who posed as someone from Chase Fraud to advise of suspicious charges. I verified I did not make them. They provided claim number and said they would send out new card and close current card. XX/XX/XXXX I received another call from scammer posing as Chase Fraud dept to verify, again, those were not my charges and to close the card ( previous agent didn't - so she said ) and asked for my PIN to verify. I, quite stupidly, provided after a few minutes of back and forth. A few minutes later i received another phone call from the first woman i spoke to on XX/XX/XXXX stating she wanted to ensure my chase fraud alerts were working and that she was going to send me one to ensure I am receiving. She said Chase worked with retailers such as XXXX and XXXX to create these " sample '' alerts and that I would be receiving one in just a moment. I did receive the alert while on the phone with her. It looked like any other fraud alert with the option to choose " Y '' or " N ''. She instructed me to select " Y '' and when i told her that I did not make that charge she said I know, this is just a sample alert and we are making sure they are working. Nothing will come out as this is not an actual charge being reviewed. I did so and we ended the call once she said she received the response and everything was working on their end. I didn't feel right so I checked my account a few minutes later and the charge did come out. ALong with XXXX more to a total of {$2300.00} I immediately called the number on the back of my card and the real Chase agent froze my account. The next day I went to my local Chase branch and spoke with the manager : XXXX XXXX. She closed the entire checking account during that visit and noted this all as fraud. 
Claim : XXXX Chase has denied my claim twice. The first time stating that since my physical card was used for the transactions- it must have been me. When i advised that Chase sent my card to someone else the case was re-opened. It was denied a second time because I selected Y when the fraud alert was sent to me. I advised that I was speaking to a " chase agent/scammer '' at the time and that was what i was instructed to do. Chase states that it is my fault and they will not approve this claim. I understand that I feel victim to this fraud scheme. When I asked what ramifications Chase will face for sending my card to an address that I don't live at/have never lived at the representative stated that since it was sent to my " geograhpical location '' that they did nothing wrong. 
I did not make these transactions ( as noted on my bank account ) : XXXX : XXXX {$3.00} purchase with {$1000.00} cash back XXXX : XXXX {$3.00} purchase with {$1000.00} cash back XXXX : XXXX {$1.00} purchase with {$100.00} cash back XXXX : XXXX {$1.00} purchase with {$100.00} cash back I am requesting help in getting my money back as Chase is unwilling to protect me against fraud.