Consumer complaint received 2024-12-06 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: NY

Complaint narrative:
On XX/XX/XXXX I received a text notification from Chase stating I successfully changed my password. Because I had not done so, I logged onto my Chase, deactivated the unknown log in and called Chase to report it. The representative only had me change my username and password, which I found odd but didnt question further. On XX/XX/XXXX I received a notification from Chase XXXX regarding an ATM withdrawal for {$980.00}, which I had not made, immediately replied no, Chase replied the card will be closed and I will be sent a new one. Upon checking my account I noticed roughly XXXX other transactions that were also unauthorized and fraudulent for {$600.00}, {$380.00}, {$190.00}, {$190.00}, {$190.00}, {$3.00} ( ATM fee ), {$3.00} ( ATM fee ) and roughly XXXX others that did not post on my account for {$580.00}. Immediately called Chase bank to report the charges and explained that I had the card in my possession, was not lost, and mentioned the account being hacked on XX/XX/XXXX. They stated theyd start an investigation. On XX/XX/XXXX I received a reversal for XXXX of the charges stated above {$190.00}, {$190.00}, {$190.00}, I noticed the other XXXX charges were not reversed and called Chase for more information. Representative stated an investigation has been opened regarding those charges and id hear back from Chase within XXXX business days. On XXXX, XX/XX/XXXX I noticed the reversed charges were charged again on my account and called Chase. I was told that because my card and pin were used, the claim was denied and I will not be receiving my money back. I asked to speak to a supervisor and was transferred to someone named XXXX who confirmed what the representative stated. She mentioned me reaching out to the merchant ( XXXX XXXX XXXX XXXX ). I asked to speak to a XXXX and was told one would reach out in XXXX business days. I called back at a later time and was told once again by supervisor XXXX, who was very dismissive, that a XXXX will be reaching out. In the meantime I called the XXXX  who led me to their ATM company. The ATM company stated they see multiple charges on their system but have not received an investigation request from the bank and would need to federal regulation XXXX dispute to investigate further. I called Chase bank once again to inquire about what the ATM company stated and asked to speak to a supervisor. Representative was very dismissive and was again told a XXXX would reach out. I insisted on speaking to a supervisor now and was transferred to XXXX XXXX. XXXX XXXX then checked my account history and asked if I had recently changed addresses or if I had ordered a new card. I responded that I had not changed addresses and the only new card I have is the XXXX the bank sent after the fraudulent charges were made and reported on XX/XX/XXXX. XXXX informed me that a card had been ordered under my account and sent to a different address. XXXX then stated she would resubmit the claim with this new information and would hear back within XXXX business days, I also informed them of the account being hacked on XX/XX/XXXX. On XX/XX/XXXX I called Chase bank since I had been expecting a phone call from a XXXX but had not received XXXX. I was informed that a XXXX callback request had not been made and was not in their system. I requested to file a complaint against supervisor XXXX who was the one who promised the callback. I was again told that Id need to wait an additional XXXX business days to speak to a XXXX. I asked the supervisor I was speaking with to confirm that the claim had been reopened with the new information that was found on XX/XX/XXXX. The XXXX was able to confirm that it was. I again informed this supervisor of my account being hacked on XX/XX/XXXX who stated he would include it with the notes of the claim. Chase has been very unprofessional in how the incident has been handled. I truly believe that had the first representative on XX/XX/XXXX checked my account history noticed a card had been ordered after I reported the account being hacked then this incident couldve been avoided.

Company response to consumer: Closed with monetary relief