Consumer complaint received 2025-03-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
XXXX I received a phone call at XXXX from a number that the caller ID said chase bank XXXX The number was XXXX ( exhibit A ). The call duration was XXXX and XXXX seconds. This caller said there was some suspicious activity on my debit card ending in XXXX. They asked if I was making a {$1500.00} XXXX XXXX XXXX purchase in XXXX. I stated I was not and they said my card seems to have been compromised. They wanted to review a few other transactions to verify I made them. They began listing about XXXX transactions that were made including dates and exact dollar amounts. I confirmed those transactions were mine. Then they said they needed to mail me a new card and that they were going to overnight it. They said they were going to send me a push notification through the app to verify it was me. The notification that came up said Are you talking with our representative right now ( Exhibit B ) and gave a yes or no option. I hit yes since I believed that was a rep. The call was ended after I confirmed, and they said they would be sending me a new card. 
XXXX I received a call from XXXX at XXXX Exhibit C. The caller stated that they were from chase and were sending me a new card. They wanted to verify someone was at the address to sign for it. I confirmed that they were and they said they were again going to send me a push notification for verification theyre talking with me. I received the same push notification as previous asking if I was talk with a representative. I confirmed. They then asked me if I wanted to change my pin number on my debit card. I asked if the people had it. They said no. I said no need to change then. They said they were sending me another push notification as the previous to confirm again. I again hit yes Im talking with a rep. They said my new card will be delivered before XXXX to my address on the account and the call was ended. 
At XXXX I received a call from a number that came up as chase ( XXXX ) Exhibit D. This caller asked me if I had done a withdraw from a XXXX chase that day. I informed the caller I did not. The caller then said there has been fraud on your account and you need to call the fraud department. The caller then hung up. I then checked my account and saw there was about {$20000.00} missing from my savings account. 
I immediately googled the number for chase fraud. I called them and they confirmed there was money taken. As I was doing this, I was getting in my car to drive to the closest chase branch. The fraud department helped me set up security questions and a verbal password. By that point, I arrived at the XXXX chase brank and terminated the call as I was walking in. 
I walked into the chase and spoke with a young lady right inside the door. I told her I needed to talk to someone asap about fraud on my account. The bankers were assisting other people at the time and they asked me to wait tin the chairs until they were ready. Once a banker freed up, I was placed with XXXX XXXX ( assistant VP ). He asked me what was going on and I told him the story so far. He then looked at my account and told me someone had the withdrawal and it was on a cashiers check done in person. He said he didnt have access to the cashiers check since its still in pending status. He said he also couldnt verify how the teller verified the identity of the person making the withdrawal or if they did at all. XXXX said the cashiers check numbers stay at the local branch until midnight when the checks clear. He said we can call that branch and tell them to place a stop payment on it. XXXX looked up the branch manager from where the check was written and tried to call her cell phone. She did not answer. This is also the same area code that called me and asked if I made a withdrawal, I said no, then they said I had fraud and hung up. XXXX tried to call the teller that processed the check, no answer. XXXX tried to call the branch manager, no answer. XXXX tried to call the Market manager (? ) ( ( The branch managers, manager ) ) and no response. XXXX sent emails to the branch manager and teller about the fraud and to please call us, no response. We called the main number of both branches that the branch manager oversees and between XXXX phones, about XXXX calls. No response. The last time I tried on my personal phone, XXXX answered from the XXXX branch. XXXX asked him if the branch manager was available. XXXX told him the branch manager left at XXXX ( Right after my fraud phone call and hang up ). 
XXXX asked XXXX to get a hold of the teller so we can get the check number. XXXX explained to me if we get the check number, we can put a stop payment on it. XXXX said the check numbers stay at the branch they are made at until midnight when things clear. Then its in their system so everyone can see them. XXXX said that he would get them to call XXXX. No one called. Instead, they went into the system and put a note on my account stating they couldnt find the check number rather than calling us. XXXX said there is nothing he can do until the check clears. I was in the XXXX branch from XXXX XXXX  ( after business hours ). 
XXXX shut down my debit card and removed it from any digital wallets as a just in case. He created a new savings and checking account, as well as locking down the XXXX previous accounts. XXXX said since we cant stop payment and no one over there did, we have to wait till it posts on Saturday so I can fill out a fraud report rather than stopping it before the money left the account and allowing the check to clear. XXXX also stated that a new debit card was sent to an address that was not on my account or associated with me in anyway ( XXXX XXXX XXXX XXXX XXXX  Illinois per the XXXX overnight delivery record with drop off pictures and there were no call logs about it. 
I went home and call XXXX XXXX police about this issue. They can and took a report of the incident ( report number XXXX ). The officers that came to my house were XXXX XXXX and office XXXX. 
XXXX I called the XXXX chase XXXX few times during the day Exhibit E. Since I didnt get a response, I went into the branch to see whats going on. XXXX said that the check did in fact clear and no one put s top payment on it. He said its weird because he cant the check information. He also said nothing has been logged in my account saying someone called me about fraud or anything like that ( specifically regarding the bank manager that said there was fraud and hung up at XXXX on Friday ). XXXX then called the fraud department and they gave him the forms to fill out to report fraud. I filled out the paper work and he said he faxed them in and gave me a copy. He said its a 30 investigation on the fraud. He also stated he is filling a code complaint on the entire XXXX XXXX branch for an internal chase investigation. He said to wait till I hear from chase now. 
I took the fraud report and gave it to the police department so they have my claim id number ( XXXX ). I also told the police department I would give them video footage of me on both days to prove my locations and that I didnt have anything to do with this. XXXX XXXX said he would working on XXXX after XXXX. I said I would put the video evidence on a thumb drive and drop it off when I get home from work. 
XXXX I pull security camera footage of myself from my work camera systems to give to police on a thumb drive. This will be dropped off to XXXX XXXX tonight.

Company response to consumer: Closed with monetary relief