Consumer complaint received 2024-12-30 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 XX/XX/XXXX I checked my checking account to confirm that the payment for my water bill in the amount of {$210.00} had posted to my account and discovered that there were a few unauthorized transactions on one of my checking accounts. More specifically there were ATM deposit transactions for the following amounts {$780.00}, {$820.00}, {$820.00} and {$810.00} which is a total of {$3200.00}. I immediately contacted Chase Customer Service at XXXX regarding the four unrecognized transactions and talked to a representative and he stated that someone contacted Chase pretending to be my daughter and filed four new claims for missing ATM deposits. I advised the Chase Claims Rep on XX/XX/XXXX that I certainly hadn't filed any claims nor have my daughter. Also that I would call my daughter to inquire about the transactions and call back. I contacted my daughter XXXX XXXX to ask her if she had any knowledge of the unauthorized transactions and she advised me that she lost her debit card on Monday, XX/XX/XXXX when she was at track practice. My daughter also advised me that she put the debit card in her jacket pocket and when she arrived at her aunt 's house she couldn't find her debit card. I contacted Chase Claims Department a second time to advise that my daughter had lost her card and that she wasn't aware of the four unauthorized ATM deposit transactions. Initially I assumed that someone at the track facility had found my daughter 's debit card and gave it to her but that's not the case. My daughter never received the card back after losing it on Monday, XX/XX/XXXX. The Chase Claims Rep asked me if I needed to file a new claim and I advised him yes for the unauthorized ATM deposit transactions and he understood. I also advised the Chase Claims Rep that I nor my daughter have made these transactions and the available balance prior to these unauthorized ATM deposit transactions was only a couple of dollars. And that I have never deposited checks via the ATM as that is not standard practice for me. The Chase Claims Rep advised me that someone called in pretending to be my daughter and filed the four ATM deposit claims, Chase issued temporary credits totaling {$3200.00} in which the culprit withdrew the funds that were issued as temporary credits on XX/XX/XXXX. 

On Friday, XX/XX/XXXX after checking my account I discovered that the balance on the account in question was - {$3200.00} and I immediately contacted Chase Customer Service and was transferred to the Claims Department. I talked to XXXXChase Claims Rep regarding the negative balance of - {$3200.00} and she stated that the negative balance is because the four claims that were filed for the alleged Missing ATM Deposits and the temporary credit that was issued was reversed which is a result of the negative balance of - {$3200.00}. I advised XXXXChase Claims Rep that my daughter and I are not responsible for the claims that were filed on the alleged four missing ATM deposits and I am not going to pay this balance. I also asked XXXXChase Claims Rep of the findings of their investigation and she stated that there are sufficient consistencies don't match up to what I said and my claim was denied. This is a travesty. I told XXXXChase Claims Rep that they need to review my past years statements and activity and will clearly see I have never had any ATM check deposits on either of my two checking accounts which is a red flag in and of itself. 

I contacted Chase Claims Service at XXXX on XX/XX/XXXX to request specific information regarding the ATM withdrawals and other transactions after the issuance of the temporary credit. I talked to XXXXChase Claims Rep on XX/XX/XXXX and he provided me with the following information. 1. ATM withdrawal of {$800.00} on XX/XX/XXXX, 2. ATM withdrawal of {$1000.00} at a Chase Branch located at XXXX XXXX XXXX, XXXX, TX. 3. ATM withdrawal of {$1000.00} at a Chase Branch located at XXXX XXXX XXXX XXXX, XXXX, TX. XXXX. Non-Chase ATM withdrawal for {$200.00}, no address provided, XXXX. Non-Chase ATM withdrawal of {$120.00} no address provided, XXXX. XXXXXXXX XXXX in-person purchase of {$4.00}, XXXX. XXXXXXXX XXXX in-person purchase of {$2.00} and XXXX XXXX XXXXXXXX online payment of {$72.00} in which they used the CVV code from my daughter 's debit card. There were also two Non-Chase ATM fees totaling {$6.00}. I have been banking with Chase Bank since XXXX and I have never had anything like this to happen. My cell service is with XXXX and my daughter 's cell service is through XXXX XXXX XXXX in which she is on her father 's cell phone account. I can be reached at XXXX and my email address is XXXX. I look forward to hearing back from someone very soon regarding this matter.

Company response to consumer: Closed with explanation