Consumer complaint received 2024-05-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (NY)

Dear Sir / Madam, I am XXXX XXXX XXXX, i worked in the XXXX XXXX  for XXXX XXXX and XXXX a year ago. I have been a Chase customer since XXXX when Chase merged with XXXXXXXX XXXX. 
In XXXX of XXXX i added XXXX XXXX, my partner to my Chase account. XXXX is XXXX XXXX XXXX, suffered a XXXX 2 years ago and walks with difficulty, so he is unable to go out without me. 
During the process of adding XXXX 's name to my account the Chase XXXX asked if we would like XXXX to have a bank card to which we agreed. About XXXX days later we received XXXX 's bank card with a different number from mine with the last XXXX digits being XXXX. His card was activated and placed in his wallet never to be removed again, until this incident. 

On XX/XX/XXXX as i checked my account sitting at my kitchen table, i was horrified to see a pending charge in XXXX. On further examination i noticed that not only was there a charge on the XXXX but also XXXX on the XXXX and XXXX all originating in XXXX XXXX, Chase had also added its own fees. 
In full panic mode i called Chase Customer service and explained what was happening with my account the Chase XXXX immediately wanted to know where the card ending in XXXX was, " It is here with us '', i replied. i did insist however that my XXXX info. must be the one that was stolen since XXXX 's card had never been used since it was activated. The Chase XXXX finally advised me, without identifying which card info was stolen, that the card was cancelled, a new one would arrive in the mail between XXXX to 10 days and a credit would be issued for monies taken from our account. After ending the call with the Chase XXXX i immediately destroyed my bank card still thinking that it was the one that was compromised, I discussed with XXXX that we would have to start using his bank card since i would be without XXXX for at least another week, so we decided to go to our local Chase Bank located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sure that his card was still working. On entering the Chase XXXX, I explained to the Chase Clerk what had happened with our account and that we wanted to verify that XXXX 's card ending in XXXX was available to be used, so she requested that we give her the card, then ask us to insert our PIN number, to our surprise XXXX 's card came back as being lost or stolen, so she confiscated the card. After returning from the Chase XXXX, I again called Chase Customer service and told the Chase XXXX about my experience at the local branch, it was during this time that the Rep acknowledged that XXXX 's card ending in XXXX was the card that was stolen XXXX told the Rep i had already destroyed my card, so a replacement card was ordered for me also. 

After a couple of weeks i received XXXX updates from Chase about my report of stolen funds, which they had divided into XXXX claims. The Charges from XXXX which were done on XX/XX/XXXX had Claim # XXXX and charges from XXXXXXXX XXXX XXXXXXXX done on XX/XX/XXXX XXXX XXXXXXXX had claim # XXXX. According to the updates from Chase, their investigation was complete and the charges from XXXXXXXX XXXX XXXXXXXX with claim # XXXX which were already reimbursed would stand and be permanent, however the charges from XXXX with the claim # XXXX were found to be legitimate, so my account would be debited {$47.00} for the purchase and fees. 
I was absolutely dumbfolded so i immediately called the number listed on the update for the Customer claims Department and after being transferred to about XXXX different persons, i was finally connected with someone with whom i had problems understanding .Phone connection was very poor but from what i could understand from this person, Chase XXXX claim # XXXX because the chip in the card was enabled, prompted by me to explain what that meant this Chase XXXX said, '' it means your card was physically used ''. 
So from my point of view, Chase ' rationale is that either i or my partner somehow travelled from XXXX to XXXX either by boat, car, train, airplane or teleported ourselves there only to make a charge in a XXXX store and somehow manage to return to XXXX the very same day to present our card at our local Chase Branch. 

In frustration i went to my local Precinct of the XXXX XXXX XXXXXXXX Police Department to file a Police Report in order to get someone else involved and have the claims investigated but the XXXX does require in addition to a Bank statement an Affidavit of Fraud from Chase in order to start the process, Again after speaking with a Chase XXXX at the XXXX Department, i was told that Chase does not give an affidavit in my situation only for larger amounts or EBT Throughout my many years with Chase i have never once used my card for purchases in either XXXX or XXXX, despite this knowledge however, these suspicious charges coming out of both countries failed to raise a red flag with Chase and Chase never once contacted me either by text, email or home phone to verify whether we were the ones making these charges despite having all of the aforementioned contact numbers and email address on record. 

Chase is yet to offer an explanation as to how vital and secret information on a their Bank XXXX that was never lost or used is stolen and worse yet how someone in XXXX can posses the same card that we have with access to my account.The incident has left XXXX shaken, to say the least, so we have opted to cancel XXXX 's card and mine has been locked using the Chase XXXX XXXX 
I am hoping you can offer advice that we can use to help prevent future occurrences and return our lives to normal.