Consumer complaint received 2025-01-07 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: CO

Complaint narrative:
On XX/XX/XXXX my business Chase Bank debit card was stolen and I was a victim of fraud. The thieves used my debit card a total of 10 times on 2 separate online betting apps, XXXX XXXX XXXX XXXX. They stole a total of {$2000.00} through the XXXXXXXX XXXX and a total of {$7200.00}. I never received any sort of alert from the bank and request for approval like I had been done for on previous transactions. The morning of XX/XX/XXXX I called Chase Bank and filed a claim on all 10 charges done, Chase Filed 2 separate claims, one included all 4 charges done through XXXX and one {$250.00} charge done through XXXX XXXX totaling in an amount of {$2200.00}. The second claim included the rest of the fraudulent charges done through XXXX XXXX totaling in {$7000.00}. On XX/XX/XXXX I received a letter through the Chase Bank app informing me that the first claim, totaling in {$2200.00} was denied and the charges were authorized. I right away called Chase Bank and asked a reason for the denial. They informed me the reason for my claim being denied was because the XXXX business account had recently been opened and the account was flagged due to suspicion of fraud from my part. I decided to not argue that until they gave me an answer on the results of the second claim. On XX/XX/XXXX I finally received a reversal credit back into my business account from my XXXX claim with a total {$7000.00}. I called Chase Bank now that I had some sort of response from both claims. The first customer service agent I talked to informed me that the second claim had been approved and I was getting that amount credited back into my account but the smaller amount claim had been flagged because the account was opened recently. I informed her that that made no sense because both claims were done under the same account yet the {$7000.00} claim was approved and the {$2200.00} claim was denied. She agreed and decided to escalated to one of her supervisors because she had no answer on why one was denied and one was approved other then Chase flagging my account. I then got transferred to a Chase Bank fraud supervisor and I explained my situation. She looked into my claims and informed me that the {$7000.00} claim was still under investigation and that the {$2200.00} claim had already been investigated and that they had determined it was not fraud. I informed her that what she had said was not what the other 2 agents had informed me, which was that no investigation was going to be done because the account was open recently. Also, Chase bank literally took 3 days to deny my first claim, one of those days being XXXX XXXX, yet the second claim is still being investigated 15 days later. This leads me to believe that the first claim wasn't even investigated and that it got denied only for the reason of the account being opened recently just like the first 2 customer service agents informed me, and not because the " investigation '' concluded that there was no fraud done on that claim like the fraud supervisor informed me. I begged the supervisor to please re open the claim and to please investigated it because I know for a fact they will find fraud and reimburse my money. She insisted there was nothing else Chase Bank will do on this claim and that it is closed unless I can provide proof fraud was done. I have nothing other then charges being illegally done on my account and I was hoping my bank, Chase Bank, would support me and help me get to the bottom of this but they have simply denied me because this bank account was open recently. Ive had multiple bank accounts the last 14 years through separate Bank branches like XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX and I have deposited large amounts of money through them and I have never filed a claim before. It was very unfortunate that this happened right after I open a bank account through Chase Bank and I believe they're not being fair in my situation by not investigating one of the claims.

Company response to consumer: Closed with explanation