Consumer complaint received 2025-06-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/year> I was called by XXXX to inform me that my card had been copied and the PIN had been compromised, so I needed to order a new debit card. The representative gave me a temporary PIN for the new card over the phone ( which I later found out is against protocol ). The next day, XX/XX/year> my newly ordered card was used at a branch in Ohio - 16 hours from where I live and work- to withdraw {$2000.00} from my checking account and {$9000.00} from my savings account. I was never alerted of this fraud, I saw the withdrawals in my account myself. These withdrawals were made only the day after ORDERING this new card, and before it would even have the chance to make it to the post office. My branch was able to see that they used a physical card with a PIN. 

I saw these charges the day it happened, and immediately drove to my closest branch, as no one would answer the phone from customer service or the branch itself. While sitting in the waiting room, I saw that {$1000.00} was then pulled from my business checking account, and {$2000.00} was transferred from my business, over to my personal checking account. A few minutes later, 4 charges were made at two different stores, totaling around {$500.00}. These last couple all happened while I was sitting in a branch, 16 hours from the state these charges were being made in. 

I was told that because the charges hadn't posted yet, there was nothing they could do besides cancel my existing card ( that had barely been active for one day ) and order another new one. I went back in the next day on XX/XX/year> after the charges had posted, and filed claims in person for each of these incidents. I was told that there are so many protocols and system flags in place to make something like this virtually impossible. My branch filed all of my claims, and told me to additionally file a police report. No one had any idea how someone could walk in to a branch in person, go up twice to the same teller, and withdraw a total of {$12000.00} - essentially wiping all of the accounts- in a state far away, and get away with it. 

On XX/XX/year>, I filed a police report, that would then be transferred to the police department in Ohio. After about XXXX business days, my claims for my personal checking, and business checking, were verified and I was reimbursed. Unfortunately, this was only about 25 % of the money I lost. On XX/XX/year>, I called customer service to ask why the third claim for my savings account hadn't been reimbursed. I was told they needed further authentication to approve that amount of money, and had sent a letter in the mail for me to sign, or I could go in to a branch to sign it. I was confused as to why my branch wouldn't have mentioned it, but I didn't want to wait for the mail, especially given how my last mail experience with Chase went. 

On XX/XX/year> I went back into the branch for the 3rd time. I am an hourly employee so each time I have had to go to the bank or file a police report, I have had to clock out and lose wages, in order to try to recover the money that was lost. I asked the branch what I needed and they were confused as well. They called the fraud department and found out that since I had filed the claims in person, I had already signed everything, so nothing was missing. My branch resent the claims in and I was told to just wait another 3-5 business days for this to process again. It has now exceeded this timeframe and I still have not been reimbursed. Chase has not reached out once to me throughout all of this, except to order the first card that was immediately stolen. When I was there on XX/XX/year> they made an appointment to call me and " touch base '' for XX/XX/year>. They never called. 

The detectives working my case were able to determine that the person with my card fits the description of a XXXX XXXX XXXX man, I am a fresh out of college female. No one with that description should be able to pass as me in-person at a bank and withdraw all the money across three different accounts. I plan to go back to the bank tomorrow, XX/XX/year> and ask again why I have not been reimbursed for my claim. I am at a loss for what to do at this point considering this was all caused by extreme negligence and broken protocols on XXXX 's part. I have not received my money and have bills and rent and other expenses to pay that I have not been able to do for XXXX weeks now.

Company response to consumer: Closed with explanation