Consumer complaint received 2024-08-20 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: IL

Complaint narrative:
In XXXX, I received a call from a Chase representative claiming that they were with Chase Fraud Services. They called to confirm if I made a purchase in XXXX, Arizona. I confirmed that this was not me. They then asked me to go to my Chase app and confirm that I am talking with a Chase representative. I opened the app and a message popped up asking me to confirm. I confirmed and then the representative on the phone said they were going to send me a new card in the mail. That was the end of the call. I did see that there was a {$5.00} card replacement fee charged to my account. I'm not familiar with situations like this so I thought this was standard procedure. They did not ask me for my card number, account number, pin, or any other personal information. Nothing from this call flagged any concern for me. 

On XX/XX/XXXX, I received a notification from Chase saying that my account was overdrawn. I was not sure how this was possible because I knew I had a good amount of money in my account. I pulled up my account and saw that there were multiple {$200.00} transactions at XXXX XXXX, a {$1500.00} transaction at XXXX XXXX, and a {$500.00} ATM withdrawal. None of these transactions were done by me. I immediately called Chase to file a claim. I confirmed that I had not lost my card and that I have it in front of me. Once that was done, they told me to allow their XXXX XXXX team a few days to investigate and they would get back to me. I was also told, again, I would be issued another new card. 

On XX/XX/XXXX, I received a notice from Chase stating that no action would be taken and that the inquiry is now resolved. The notice also stated that if I had any questions to give them a call. I called and requested information as to why my claim was denied. Over the phone, I was told that my card was used via chip entry. The representative on the phone told me that it is impossible to recreate a chip. I was also told that there were no incorrect pin usages. This is why my claim was denied. I was confused as to how this was possible because I have had my card in my wallet this entire time and have not shared my pin number with anyone. So for these transactions to have been done via chip entry makes no sense to me. 

My parents advised me to filed a police report. My case number is XXXX. To this day, I have not been contacted by the police regarding this report. 

Naturally, my next question was what do I need to do to prove that these transactions was not approved by me. The representative explained how I could submit documents through Chase for the Fraud Services Team to review and re-open my claim. I reached out to XXXX and XXXX XXXX asking for receipts. XXXX 's was very kind and sent me the receipts for every transaction that were not approved by me. I also went to XXXX 's and talked to their head of security. I gave him the receipts which luckily included time stamps and register numbers of when and where these transactions occurred. They were able to pull the footage and security confirmed it was not me. Of course, they could not give me the footage in case I knew the person, but they did tell me to include this in my police report so the police could reach out to XXXX 's and review the footage. 

I reached out to XXXX XXXX and they were not as helpful. I called and a representative told me I would have to go into the store and ask for a receipt. I went and they said they were unable to print a receipt for me, but they asked that I leave my contact information and they would reach out once they talked to their upper management. I never heard back from them. 

I've called Chase many times, having been transferred many times and to no avail. My intentions in making these calls were to try and get any sort of help as to how I can prove that these transactions were not approved by me. With no success, I went to my local Chase bank in hopes of talking with someone in person. The representative at the front explained to me that no one at the bank has authorization to help me and told me that I have to call the Fraud Services Department. I asked if I could at least explain my situation to him and get his opinion. After explaining everything that happened, he told me that Chase does not charge a {$5.00} card replacement fee unless you ask to have it priority shipped. On my initial phone call, I was not asked if I wanted my card priority shipped. I was just told that I was getting a new card sent to me. This flagged concern to me because I had only received XXXX new card in the mail and it did not arrive until XX/XX/XXXX. 

I then called Chase 's Fraud Department again, re-explaining the whole situation to the representative, and asked them to see if they could see how many cards have been issued to me and if they could confirm that it was all to the same address. The representative told me XXXX cards had been issued, XXXX to my current address and XXXX to an address that was not mine. 

It seems to me that whoever did this, somehow hacked into Chase 's network ( or maybe this was done by a Chase representative ), they issued a new card to my account, sent it to their address, and then activated the card with a new pin. This would explain why Chase told me that the card was used via chip and there were no incorrect pin usages. I have had my card on me this entire time. I have not lost it and I do not believe it was stolen by anyone I know and then replaced. The representative said that this situation seems like it might be a case for Chase 's technical department because they believed someone was falsely using my identity/hacked into my account. 

I called Chase 's technical department and they told me I need to talk to the Fraud Services team. I am reaching out to the Consumer Financial Protection Bureau because I believe Chase will no longer offer support in helping me resolve this issue. I have exhausted all options with them and I am seeking further help. 

I am XXXX XXXX XXXX and have recently graduated college. The money stolen from me was everything I have. This is a very unfortunate and scary situation that I am in, and I am making all efforts to try and get this issue resolved. 

I have attached the notices from Chase, my account activity during this time, as well as the receipts/transactions from XXXX. Looking at the XXXX 's receipts, you can clearly see that a single item was purchased and then they were taking out {$200.00} cash back. These transactions should have been flagged by Chase and I should have received some sort of notification that this suspicious behavior was on my account, but I did not. 

I appreciated any and all help regarding this matter and I have attached all documentation I have received throughout this extremely aggravating and inconvenient process.

Company response to consumer: Closed with monetary relief