Consumer complaint received 2021-05-07
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO. (NV)

Complaint:
I have a complaint issue with Chase Bank. 

On XX/XX/XXXX, I received alert messages in my email regarding fraudulent purchases here in the XXXX ( image # 1 ) using my wife 's Chase debit card which expired XX/XX/XXXX ( image # 2 ). 

We immediately called Chase Bank XXXX XXXX XXXX ET ) in the US and notify them about the issue. We were assured by the Chase agent that although the bank subtracted the amount purchased from my account, Chase Bank has not paid the merchant yet since according to his data the payment is still pending especially it's weekend and their business office was closed. 

I asked him to stop any payment because we did not make any transactions since we are not allowed to leave home because of total lockdown in our area due to covid 19 virus. 

He said he will take note of our request and advised us to call Chase Fraud Department on Monday XX/XX/XXXX, as soon as the office open. 

On Monday XXXX XXXX at around XXXX XXXX ET I called Chase Fraud Department and explained the whole situation to the agent. He then confirmed to me that it was my wife 's card that was used in the four fraudulent transactions and there were two additional fraudulent purchases that were made the following day XXXX XXXX XXXX time ( image # 3 ). He made me answer several questions and emphasized that our conversations were being recorded. 

After the series of questions and answers, he then instructed me to wait and check my account five to fifteen days later. He then told us that our former debit cards have been revoked and he will send us replacement debit cards which we declined and told him we will request for that as soon as we get back to the United States. 

On XXXX XXXX the amount of purchased and foreign adjustment fees were returned to my account plus the interest payment of {$0.00} 0n XXXX XXXX ( image # 4 ). 

We were comforted and appreciated the bank 's action. 

But upon checking my Chase account in the morning of XXXX XXXX XXXX XXXX time ), reversed its former action ( image # 5 ) and leave me just {$91.00} in my account. 

At XXXX XXXX ET ( US XXXX XXXX ) I was able to get in touch with Chase agent. He told me that my case was investigated and was found that whoever used the card for that six transactions used my wife 's debit card. We were shocked and couldn't believed what he said. I told him we did not used nor lend the said card, which was in our possession, to anybody. Both our Chase debit cards were expired, and included in the alert agreement with the bank that we can not go over {$120.00} in each purchase unless we talk to a Chase Agent for approval. I told him too that the distance between the stores where the first four transactions were made were far from each other since they were located in different cities here in XXXX XXXX. 

It is impossible to be able to be present physically at different stores at different cities in a short span of time to do a transaction considering the distance from each other besides the traffic and several police checkpoints because of the pandemic ( image # 6 ). 

The Chase agent told me that both mine and my wife 's Chase debit cards have an expiry dates of XXXX, which is a complete lie ( see image # 7 ). 

PLease note that Chase Bank Fraud Department have not called, email or send me any letters regarding their actions which leave us in complete darkness. 

I am frustrated, disappointed and angry with the situation where we are in right now. I am experiencing XXXX, XXXX XXXX, XXXX XXXX lack of XXXX and have to consult doctors as my XXXX worsening. 

We are staying inside the house for more than a year now, do not know when we can go back to the United States safely and the bank we trusted and deposited our money and livelihood CAN NOT protect us from scammers/hackers and even made us the villain in losing our money. 

Please help us. Thank you very much.

Company response to consumer: Closed with monetary relief