Consumer complaint received 2024-01-25
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (IL)

I was robbed on XX/XX/2023 by someone hacking into my XXXX XXXX ( without the use of my physical phone or debit card ) and used my debit card number to make purchases at XXXX in XXXX and XXXX Illinois. The first purchase was made in person at the XXXX in XXXX, Illinois around XXXX for {$410.00} ( transaction number XXXX ). The second purchase was made just after that at the same location around XXXX for {$230.00} ( transaction number XXXX ). The purchase at the XXXX in XXXX was made around XXXX for the amount of {$450.00} ( transaction number XXXX ). The money was debited from my XXXX checking account using my debit card which I had linked only two days earlier to my XXXX XXXX digital wallet. I saw the purchases happen just moments later since I was home in bed with a very bad virus. I immediately notified Chase Bank letting them know I had not made these purchases and started a claim. They promised to " investigate '' and that my money would be returned to me in 10 business days. The money was never put back into my account and when I called the claims department, they said they had " found no evidence of fraud and that the claim had been closed. '' I was confused, infuriated and disturbed that I could put physical cash into my bank, have it stolen from me and have no way to get it back. I went in person to a Chase branch where I spoke to a banker. He spent over 90 minutes with me, calling the Chase claims department and even calling XXXX to see if they were liable somehow. They ( XXXX ) said that since a Chase debit card was used, it was Chase 's responsibility to refund me. The Chase claims department, however, said the same thing to the banker that they had said to me, " there was no evidence of fraud and the claim was closed and would not be reopened ''. The banker suggested that I go to the police and file a police report to show proof to Chase that I did not make the purchases and in the mean time, he would make an escalated complaint about the incident. I went to both the XXXX and XXXX police departments soon after and filed the reports. They investigated and were able to find the person who made the charges and this person has been previously caught in a nearby city doing the same thing. I've attached the police reports to this complaint. 
On XX/XX/XXXX I got a call from the Chase escalated complaints department. I spoke to a woman named XXXX ( her extension XXXX ) reference case number XXXX. She was extremely rude and told me that although I had police reports stating that someone had in fact robbed me and hacked into my Chase account via XXXX XXXX, Chase would not recognize any of this and the claim would remain closed. She actually hung up the phone on me. I am filing this complaint in hope to get Chase to refund the money to me, and if not, I plan to send a demand letter from my lawyer and subpoena them to small claims court. I have been a Chase customer for nearly 15 years, I have never made a purchase at XXXX, I do not have a XXXX account. Regardless, I am disgusted by the way this has been mishandled and how I have been treated as a customer. I will warn people about banking with Chase because even the people at the police department were shocked that Chase would not refund me.