Consumer complaint received 2019-03-21
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (CA)

I was alerted through email and phone message and phone call by my bank that there were some irregularities being made and needed me to address them to make sure i made those transactions on the morning of XX/XX/XXXX. I missed the phone call but I immediately called back to verify what was going on. When i called back to the Chase Fraud protection services on XX/XX/XXXX the male who attended my phone call questioned me to verify my identity to make sure I was the person in charge of the account, after he questioned me about at Transaction that was unable to be done at at XXXX XXXX using my Debit card as credit for the amount of {$62.00} and was declined he asked did you do that? I replied no! He then when ahead and asked when was the last time you used your card and i replied with " today XX/XX/XXXX at a XXXX XXXX, '' he then went ahead and asked did you make a purchase and withdraw with your debit card at a XXXX in the amount of {$100.00} and went to a non-chase atm and my reply was also no! He then informed me that someone used my card with the correct pin and asked if anyone had access to it and I said no, no one of my family members has touched my card and they have no way of knowing my pin. So i was informed of the process of what was going to take place but i was also told by him that i would not be liable to the purchase or the amounts these transactions that were made and not by me, he also asked me to recall other purchases that were last made on that card and everything else seemed to be ok. So now XX/XX/2019 i receive a letter stating that there investigation has been done and the claim is closed because in the investigation the amounts were processed correctly with authorization. So I notice the deduction of {$100.00} today XX/XX/2019 from was withdrawn from my account by the bank as a reverse claim where i would have to pay them back. I called them twice they gave me the same answer on both phone calls that they could not help me any further that i would have to look else where and would have to speak to the merchant where the card was use. Ok so they said they didn't have the address but the name and number on the side of the Company would direct me and just to XXXX it. So i was lost but managed to get the place spoke to the manager at the XXXX he stated that there was a receipt in the amount of {$100.00} posted XX/XX/XXXX at XXXX now he said it was done with the card and pin and and if this was not me i would have to take it up with my bank he explained that they purchased something of {$2.00} and requested cashback that totaled {$100.00}. So I made the phone call back to Chase and spoke to a female by the name of XXXX and was told the same, they can not do nothing for me they were done with the investigation because everything was done with and authorization, asked her repeatedly how can you say it is done and just charge me for something i didn't do or authorized so it was a back and forth situation and she just kept saying I'm sorry but you would have get help else where. She did say you must have let someok ne else use your card because it was physically use at the place and i responded how if the card is and has been in my wallet and no one knows the pin! I asked her how is it that you protect the customer, what do i have to do to prove to you that it was not me or no one else in my home all she would say I'm sorry but i can't not help you any further.