Consumer complaint received 2026-01-13 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX XXXX charges were made on my Grifols Plasma Donor Card. XXXX of them were ATM withdrawals at a gas station in XXXXXXXX XXXX I've never visited, the {$2.00} ATM fees for each of these transactions, and then {$18.00} at another corner store all within the span of minutes starting at XXXX XXXX. I received no notifications of this and only found out on XX/XX/XXXX after I checked my account on a lark and found that my card was nearly empty. 

I work as a teacher in a district that operates on a four-day week, and I donate plasma every XXXX  at the XXXX XXXXXXXX donation center in XXXXXXXX XXXX. I knew these charges were fraudulent as the card never left my wallet. I called the account holder, JPMorgan Chase, to have the card cut off while I secured a new one from the donation center. I reported the amounts, sent information to their fraud department, and assumed that everything would be over in a week or so. I received a call from their fraud department later that week where they asked a few questions, told me they would continue the investigation, and not even XXXX minutes after the call ended I got an email stating that the investigation was closed and that the charges were all valid. 

After this I filed a police report with the XXXX Police Department afterwards believing that the lack of a report made them think I was trying to con them out of over {$400.00}. I was assigned an XXXX and it was through him that I then realized that the bank never told me what times the withdrawals took place. Once I discovered they took place at night I remembered that I had gone to work that Friday because we had the XXXX XXXX XXXX earlier that week. I told the police this error and they followed through, and within a couple of days the XXXX in charge of the investigation had evidence that someone indeed had used my card and that they had cloned it. I gathered my time cards, a screenshot of a XXXX Maps page showing the distance between where I was at XXXXXXXX XXXX  and where the ATM was, the police report, screenshots of my correspondence with the police, and even the payment data from the donation center as evidence that someone had cloned my card and compromised my account. 

Chase, on their end, has since issued multiple denials to my claims and has cycled through a repeating list of excuses as to why charges I never made were valid. They have tried to say that the PIN was entered without mistakes as proof that they were valid, but cloning a card grants access to the PIN. They tried to say I used the card afterwards as proof but I never said the card left my person and explained in the original report I didn't know the transactions even happened until a week later. XXXX of their latest excuses was that the location of the ATM was within the general area of where I was at the time, which lead to the aforementioned map screenshot showing that it would take nearly an hour in impossibly low traffic on a Friday night in XXXXXXXX XXXX of all places to make such a trip one-way let alone a round trip. 

Above all, these denials are like them saying I'm lying about the card being compromised when I already filed a police report. The fines alone for lying to the police would be far greater than the money stolen from me. 

After the first call from Chase 's fraud department it took until XXXX for them to finally answer my requests for a call back, and I missed the call because my phone was in another room while I was cleaning. It then took until today, XX/XX/XXXX, to get another call back and they hung up on the second ring. As before not even a full XXXX minutes later they said the investigation was concluded and they cycled back to the PIN number excuse again. 

Throughout this entire ordeal Chase has shuffled me over to a customer service line that can't directly contact them and have either lied to me about when the fraud department was open, claiming they aren't open on weekends when the second call came on a Saturday, to another stating that the police would have to make an arrest for them to approve the return of my stolen money. The officer in charge of the investigation has been nothing but helpful and they won't even talk to him upon request or by him emailing them. The number they call from only shuffles me back to customer service and then this starts all over again. I am now at XXXX months trying to get what is a month 's worth of donations back. The card doesn't leave my home safe anymore because I don't trust the bank to honor any disputes. 

I have provided more than enough evidence showing that my card was compromised, yet JPMorgan Chase won't speak with me in good faith, they dodge me at every turn, won't follow up on anything I provide, and the emails their fraud department sends all read the same as if they're being pumped out by AI. Everything is just pointed back to a customer service line that ranges from regretful in tone to outright disrespectful. 

I know these are all tactics meant to wear me down and give up but I can't just look away from over {$400.00} being stolen and nothing being done about it. I'm a teacher, and anyone who knows the profession will tell you that we don't make much as it is. That money could pay for medical expenses, groceries, car maintenance, but JPMorgan Chase, a banking entity worth multiple billions of dollars, can't be bothered to just let few hundred go back to the person it was stolen from.

I just want my money back.

Company response to consumer: Closed with explanation