Consumer complaint received 2025-07-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
COMPLAINT AGAINST CHASE BANK CREDIT AND DEBIT CARD INVESTIGATION My name is XXXX XXXX XXXX. I am a XXXX XXXX XXXX priest who belongs to the XXXX XXXX. 
On Friday, XX/XX/XXXX, at XXXX PM I was robbed of my debit card at the Chase ATM machine located inside the bank annex which serves as an entry to the bank located at XXXX XXXX XXXX XXXX. As stated on my receipt, I first requested a print-out of my last XXXX transactions. A second receipt at XXXX documents a withdrawal of {$200.00} dollars. At that point a man approached me from behind and said, Sir, some bills fell out of your pocket. I reached down with my left hand and retrieved XXXX bills. At that time the man removed my debit card from the Chase Bank ATM machine, and placed a stolen debit card in the machine. I mistakenly removed the stolen card, which I returned to Chase Bank on Monday, XX/XX/XXXX, and placed it in my wallet and left the bank. I did not notice the man behind me until he spoke to me. I use hearing XXXX for a moderate level of hearing loss. The man was slight of build, Caucasian, dark hair, and spoke with a slight accent that could be XXXX XXXX. 
The thief robbed {$5100.00} through withdrawals from my account ending in XXXX. The thief then proceeded to at least XXXX other branches where he robbed XXXX from XXXX XXXX XXXX from a card ending in XXXX, {$3800.00} from XXXX. XXXX XXXX from a card ending in XXXX, and {$1000.00} from XXXX. XXXX XXXX with a card ending in XXXX. The total robbery was {$14000.00}. As the XXXX XXXX of our seminary students preparing for priesthood at XXXX University XXXX XXXX, in XXXX I had co-signed for the XXXX of them when they began studies at XXXX. Although I am a co-signer on their cards, I have never entered their accounts or made transactions of any kind. In XXXX I returned to work in XXXX, XXXX where I had previously spent many years. I returned to the XXXX in XXXX, XXXX. Any examination of my bank records will show almost no movement on by debit card with the exception of payment for phone, XXXX, a digital newspaper, and a magazine. 
On the afternoon of XX/XX/XXXX XXXX XXXX received a call from the Chase Bank on XXXX XXXX stating that his card had been used for suspicious withdrawals. Furthermore, a teller, named XXXX, had denied transactions attempting to use my card and pin number. XXXX XXXX showed XXXX a photo of me on his phone and she said that was not the man who had been in the bank. She described him is similar terms to what I have written above. XXXX XXXX alerted me when I was in an official meeting of Jesuits. At XXXX XXXX I called to cancel my card and report that it had been stolen. I was informed that I would be reimbursed and a new card was sent that arrived on Monday, XX/XX/XXXX. 
On Monday, XX/XX/XXXX I went to the Chase Bank at XXXX XXXX XXXX and spoke with XXXX XXXX XXXX. I gave her the stolen debit card which had been placed in the ATM machine when my card was removed. The last name on the card was XXXX. I explained what had happened and filed a complaint seeking reimbursement. On XX/XX/XXXX I received a statement from Chase Bank : " We are denying your claim because we determined that that the item ( s ) being disputed were authorized or you received benefit from the item ( s ) .We will not reimburse your account. '' In this statement Chase Bank accuses me of being a thief and robbing from my account and the three other accounts from which money was illegally withdrawn I filed another complaint from the Chase Bank at XXXX Holiday manor Center in XXXX Kentucky. I also filed a Police Report, XXXX, with the XXXX Police Department. 
I have had further phone interactions trying to obtain a resolution from the XXXX XXXX XXXX. The calls are answered by people trained in communication skills to express regret and understanding of the disappointment and anger, but then say there is nothing they can do. Chase Bank refuses to recognize that the card was stolen at their bank. A They have not consulted the teller at the XXXX XXXX XXXX branch who would not allow a transaction, and stated that the thief had no resemblance to a picture of me that was shown to her. 
I ask that Chase Bank reconsider my claim and that of the other three persons who had money stolen from their accounts. We are proceeding with the police investigation being conducted by a XXXX XXXX XXXX XXXX Police Department and will seek legal counsel if Chase continues to refuse to reimburse the money that was stolen.

Company response to consumer: Closed with explanation