Consumer complaint received 2026-03-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On Thursday XX/XX/XXXX, I received a call from ( XXXX ) XXXX from a man who said he was calling from Chase Bank because there was an attempt to use my debit card in Arizona for {$780.00} dollars. I told him that was not me. He advised they would close my debit card and order me a new one. I trusted the man on the phone because he authenticated everything as Chase normally would. The only thing thats off is that he called both my mom and boyfriend asking to speak with me. My mom and boyfriend are not associated with any of my accounts so I have no idea how he got their numbers. After the call on Thursday, this man called me again from ( XXXX ) XXXX on Friday XXXX XXXX. He stated that we needed to put extra security on my account, due to the fraud attempt the day before. Again, I trusted he was an actual employee because he authenticated everything. He was also able to close out my debit card and get a new XXXX orders. Shortly after speaking to this man on the XXXX, I checked my bank accounts and noticed that the balances in XXXX of my accounts changed. When I viewed the transaction history I noticed there were XXXX fraudulent ATM withdrawals done at Chase Bank, located at XXXX XXXX XXXX in XXXX XXXX. The first was for {$360.00}, which they provided a temporary refund for. The second transactions total {$910.00}, a total of XXXX separate transactions. {$370.00}, {$340.00}, {$200.00}. I was home at the time of these transactions and had all of my personal belongings, so no could have had my debit card. I also saw that there were XXXX in branch withdrawals made, XXXX for {$4800.00} and the other for {$4500.00}, which were NOT authorized or done by me. I immediately went into the branch located at XXXX XXXX XXXX and sat with the branch manager, XXXX to see what was happening. He told me that the person who came inside the bank presented a debit card and the bank teller was able to authenticate this person via debit card only. The employee did NOT ask for an ID. This branch allowed this person to withdraw {$9300.00} in branch without having shown ID. The total amount of loss is {$10000.00}. Chase Bank denied mute ATM claims for {$910.00} dollars stating they can not prove it was fraudulent, even though I reiterated multiple times that I had ALL of my debit cards and identification with me at home when these transactions occurred. I provided police report number XXXX to branch manager XXXX and uploaded the report ticket into the claims feature on the Chase mobile app. I was told that a police report would allow them to get video evidence. They denied my ATM claims and did not pull video evidence. I truly believe this is an inside job done by the employees at XXXX XXXX XXXX. This is the only branch I go to, and they know my accounts. Ive been a customer of Chase for many years and have never experienced this type of fraud before. Ive been scammed and have talked to multiple Chase employees explaining this situation over and over and no one is helping! I need help!!

Company response to consumer: Closed with explanation