Consumer complaint received 2024-06-19 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: CA

Complaint narrative:
This is my second complaint with the CPFB after Chase gave me the same feeble response that I received before making the first complaint. This complaint is referencing claim numbers claim numbers XXXX, XXXX, XXXX, and XXXX. 

My debit card was used without my authorization at a random ATM and a XXXX that is almost XXXX minutes away from my house where upwards of {$12000.00} I received from my grandfather 's will was stolen. Both cards on my bank account had been used, even though I was in possession of them at the time these purchases were made. I had communicated this to Chase at least a week after all this took place once they decided to close my account for fraudulent activity. They said the claims would go through and I'd be issued a credit for the fraud charges once they sorted it all out. I made sure to let them know that any money taken out or checks deposited during this time were not me and that they should be denied immediately in order to prevent anything go wrong with my account. 

However, I did not receive a credit and got no notice on the completion of the claim, prompting me to follow up with Chase and call them in regard to the status of the claim. Once I was able to get in hold of a representative, I was told that my claim had been denied. The reason my claim was denied was because my PIN had been entered each purchase and it was a " chip-based '' transaction. This action led Chase to believe that I made the transactions myself and allowed these purchases to go through. After asking if there was any way that I could get information on what ATM/bank was involved with the withdrawal so that I could get video proof of the person who did this, Chase denied the information and told me there was nothing else they could do about it. I even asked about any other ways I could prove that it wasn't me, they said there was nothing. Once I asked if there was a higher up or a supervisor that I could speak to, the person said they were the highest even though they were just a representative in a separate department for the first representative that I had spoken to. 

After some time had passed, I finally received a letter in the mail telling me the claims had been denied. They made the claim into 3 separate claims but came in 1 letter. Seeing this again made me call back and ask again if there was any way they could track what ATM the transaction was at as I was not able to find the details that I would be able to get had I had access to my account, and they yet again denied the request to share this information. This has led me to believe that Chase is not willing to help out with my fraud claim because it will take money from them. 

Reading some similar instances online has taught me that according to the authorities, Chase must provide information about the transactions or review any possible video evidence if the transaction took place at one of their branches ' ATMs. However, this was not taken into account in my case and has led to me dealing with this issue yet again. 

Since then, I have switched banks and do not plan on working with or recommending others to bank with Chase. It is nothing more than crooked people working there. 

Attached to this claim, I have pictures of my geolocations on the days that all the purchases were made. On XX/XX/year>, around the time these charges were posted to my account, I was at my house dealing with XXXX as my car had broken down and I needed a jump. I was dealing with a dispatcher the entire time and came back to see the charges going through on my account ( proof of contact + purchased services provided, can also provide proof of location of services ). Later that day, around XXXX, I was in XXXX getting a haircut ( XXXX, picture of me, + map provided to prove this ) until XXXX. On the XXXX of XXXX, I was in an XXXX at XXXX XXXX  heading to the XXXX ( XXXX receipts + pictures from the time I spent there provided ). I was at the museum until about XXXX where I took an XXXX from XXXX XXXX after eating at the XXXX  in XXXX ( more pictures provided XXXX. As for XX/XX/XXXX, I do not have any pictures or proof to show that I wasn't there, but once I am able to figure out how to retain security cam footage of when these purchases were made, I will be able to provide it.

Company response to consumer: Closed with explanation