Consumer complaint received 2024-09-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XX/XX/XXXX I went to XXXX at XXXX XXXX XXXX at about XXXX and at checkout I realized that I didnt have my Chase Debit Card . On XX/XX/XXXX I went to XXXX in the morning and must have lost my card. From the time I left XXXX until the next morning at XXXX, I did not use my Debit Card. When I left XXXX and got into my car, I called Chase and reported my card was missing. While checking my account Chase asked me if I had withdrawn {$6000.00} from my checking account and {$6000.00} from my savings account on the afternoon of XX/XX/XXXX. I told them no, and they said I needed to go to a Chase branch and immediately close my account. I went to the Chase branch on XXXX XXXX and XXXX about XXXX XXXX and explained to XXXX XXXX what had happened. He immediately froze my account. While doing this he found that my savings account had been hit again at XXXX that morning for another {$6000.00}. 
On XX/XX/XXXX I received an update about the savings account claim ( copy attached ) saying : We are denying your claim because during our review we found that you did not take the appropriate steps to protect your account from theft or unauthorized use. We will not reimburse your account. I then went to the Chase branch at XXXX XXXX and showed them the letter. They said I should call the number on the letter and explain everything again. I did and they said that they would review the claim again. 
On XX/XX/XXXX I went to the Chase branch at XXXX XXXX and talked to XXXX XXXX. After explaining everything he said he wanted to call the Fraud team himself and find out specifically why they were denying both claims. After more than an hour on the phone talking to three different people the final answer was the same all claims are denied because whoever withdrew the money knew the debit card pin number. XXXX then talked to his manager XXXX XXXX and told me there was one more thing he wanted to do. He was going to contact the XXXX XXXX Complaints and Escalations Department. XXXX said I should hear from them within a few days. 
On XX/XX/XXXX and I checked the Chase account online and found the same letter dated XX/XX/XXXX now denying the claim for the checking account. 
On XX/XX/XXXX I received a call from XXXX, the Chief of the Branch Complaints and Escalations Department. XXXX told me he was going to investigate everything and try to resolve the issue and would call me within a few days. 
On XX/XX/XXXX XXXX called and said that his department was not able to resolve the issue, and suggested I call the Fraud department again and talk to a supervisor. 
On XX/XX/XXXX I called and spoke with XXXX, a supervisor. After a long conversation his response was that nothing was going to change. I asked, as I had during many other conversations, why not look at the video of the person. He told me the only way the footage of the video can be obtained is by having a subpoena. XXXX told me that only an attorney or the police department can do that. After the conversation with XXXX, I contacted the XXXX XXXX Police Department and spoke to XXXX XXXX. He is filing a report ( Case # XXXX ) and will have a Detective call me next week. Detective XXXX XXXX # XXXX is now working on the case.

Company response to consumer: Closed with explanation