Consumer complaint received 2018-07-08 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:
On XX/XX/2018 at XXXX XXXX I pump gas before leaving to work. Through out the day of XX/XX/18 I did NOT use my debit card. The debit card still remains under my possession. At XXXX that same day I started to check my emails, I noticed the first couple of transaction being made.I called Chase about XXXX that same day and I told the fraud department about the transaction that I did not authored. The chase fraud department employee asked me if I had the debit card in my position I replied yes. The fraud employee told me ( don't worry, you should get your credit within 12 hours. ).

I called back on XX/XX/2018 at XXXX to the fraud department. The fraud employee told me ( you have to wait until the transaction go from pending to posted until you get your money back. ) Fraud employee said it should take 12 hours and you will get your funds back..

On XX/XX/2018 at XXXX I called again, this time I was told, because of the amount that was taken out from your account, you need to submit a claims form. At XXXX ( on my lunch break ) I went to the XXXX XXXX branch ( it's closer to my job ). I filled the form and a associate at thr chase branch fax the form over to the claims department. I spoke with a claims employee over the phone at XXXX, she told me I should have the funds in my account by Monday ( XX/XX/18 ).

On XX/XX/18 I check my balance and the funds where not return. I called the claims department and I asked to speak with the senior lead of the claims department. I spoke with XXXX  one of the leads for that deparment, He told me ( I will take this to the next level up and try to get this resolve ASAP ). He also told me ( I will give you a call the next day XX/XX/18 and follow up with you in regards to your claim ). I express to him how frustrated I was getting because Chase as me going in circles, plus I have my regular monthly bills that I need to pay ASAP including my mortgage that is with Chase as well.

XX/XX/18 XXXX never called back. I called back XX/XX/18 to claims, they told me that my claim was denied, I asked why? she said because the pin number was used. I asked them to re open the claim and reevaluate.

XX/XX/18 at XXXX  I made a police report..

XX/XX/18 I called the claims department to check status, it was denied for the second time.

XX/XX/18 I took the day off from work to speak with the Chase branch manager in XXXX. I spoke with XXXX  one of the branch managers, she told me ( there is nothing I can do just send a email the executive of corporate. XXXX filled the form and email it. We also called the claims department and asked what can we do to help resolve this issue, she replied that I would have to open another new claim and have proof that I was not in the gas station where the fraud was taken place.

XX/XX/18 I went to the gym to attend and the manager printed out the week ending XX/XX/18 and it show that on XX/XX/18 at XXXX I checked in.

-Facts- XX/XX/18 at XXXX I pumped gas at MYINT THEIN GAS IN XXXX XX/XX/18 at XXXX the first out of eight transaction was made, the last one was at XXXX on that same day. There was 16 transaction made, eight did hit my back account.

The location where the fraud occurred : :XXXX XXXX XXXX, XXXX  CA XXXX The total amount that was taken out from my account {$3400.00} 1st transaction- {$450.00} 2nd transaction- {$450.00} 3rd transaction- {$420.00} 4th transaction- {$400.00} 5th transaction- {$400.00} 6th transaction- {$400.00} 7th transaction- {$400.00} 8th transaction- {$440.00} Three NSF FEES for {$34.00} each time = {$100.00} Each transaction was made 2 minutes apart.

Conclusion Last transaction was made at XXXX I checked in the gym at XXXX   XXXX to XXXX  location to location drive time - 40 minutes with no traffic.

Thank you for Reviewing.

Company response to consumer: Closed with monetary relief