Consumer complaint received 2022-05-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (CA)

Complaint:
I am a victim of a fraud charge that occurred on XX/XX/XXXX in the amount of {$250.00} were taken out of my Chase account on XX/XX/XXXX. Chase bank ( my banking institution ) called me ( XX/XX/XXXX ) and said there was some unusual activity on my card. I live in XXXX, California and had two separate charges of {$120.00} & another of {$120.00} in XXXX, California at a XXXXChase caught the fraud immediately and notified me the day of. I confirmed that this wasn't me and they temporarily removed this charge from my account. 

Two weeks later, I received a letter stating that my fraud investigation was concluded un-warranted, and the charge would be reversed on XX/XX/XXXX. I called Chase bank on XX/XX/XXXX to stop the charge back onto my account. They said their ( so called ) investigation did not go into my favor and I was once again begin charged for this fraud. I spoke with XXXX from the Chase Bank Claims department, but he refused to give me his full name. They informed me since my pin was used in the transaction that I am at FAULT and liable for the money stolen. 

I went to my local branch of Chase on XX/XX/XXXX in XXXX. They told me to call their customer service number and nobody including the branch manager could help me. They told me to ask for an escalation which is like an appeals program for claims disputes. 

I contacted Chase again on the XX/XX/XXXX, in an hour-long discussion with Chase Bank that refused to help me with an escalation. They told me I need to provide new evidence that this could not be who made the charges. I do not have a car right now and had my mother describe to them that I am a XXXX XXXX XXXX father with my XXXX child. She left that day on the XX/XX/XXXX, so I had no transportation to get to XXXX. It is XXXX minutes from my house by car and I haven't been to that city in years. I have not had any transaction from the city of XXXX in recent years. They informed me they would reverse these charges as of this writing on XX/XX/XXXX they have not done so. 

I also was only giving the phone number of the merchant XXXX for XXXX. I called them and they said they have 8 different locations matching that description and they can not help me unless I have one location. 

I was on the phone with XXXX and Chase at the same time. I asked Chase for a specific location that they said they couldn't provide. I ask that if they could provide a physical location to know exactly where the fraud was committed as a reasonable request. 

I requested the investigation document that they performed and they refused to give me a copy by mail or email. They told me I could only get a copy in person at a branch. I do not have transportation during the day and a one-year-old child. I am hoping for an itemized report because I find it difficult to spend {$250.00} at a XXXX. 

I went to the Chase bank in XXXX on XX/XX/XXXX and spoke to the branch manager XXXX, and she told me that they had no such power to get anything from the claims department. She told me that the claims department falsely informed me to go into the branch just to get me off of the phone. No investigation was provided to me like the claims department promised. It was an empty errand that further stalls me from resolving the issue. 

In conclusion Chase informed me that I am liable for the charges that I was not responsible for. I am not only a victim of fraud but gross negligence from the bank for allowing this crime to be perpetuated on me.

Company response to consumer: Closed with monetary relief