Consumer complaint received 2024-05-31 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:
I was the victim of online debit card fraud that occurred in my Chase bank Total Checking account. 

The transactions were all via XXXX XXXX. The card was in my possession, however I hadn't made any purchases on Amazon since mid-XXXX  at that time. My XXXX  account was not hacked because there were no purchases showing as ordered from my online portal in my order history, just these fraudulent charges on my bank account. 

The dates and amounts of the transactions were as follows : XXXX {$61.00} XXXX {$30.00} XXXX {$21.00} I filed a dispute for these charges on XXXX. The {$21.00} transaction was pending at the time, but I had them close out my card and I received a provisional credit of {$91.00} in the meanwhile. 

I received a replacement card in the mail that I was unable to use because it arrived to me already shut down, and I discovered that while attempting to pay for my car 's service. Extremely inconvenient and downright embarrassing, to say the least. 

On XX/XX/XXXX my provisional credit was reversed. I called their claims department customer service for more details and the rep that answered could provide any. She just kept reiterating that it was closed and they don't reconsider closed claims. She then suggested I submit additional proof to their investigation department. When I asked what would suffice as " additional proof '' and via what means would I get it to their investigations department, she advised that she didn't know and that the investigation department had no contact information to be reached. 

I even went into a branch and met with a very nice personal banker regarding this. She reordered my card and called over to the claims department with me. I emailed her a screenshot of my XXXX transactions, which don't match the dates I was charged, to email over to them on my behalf. I was then given the phone and was told again that my claim wouldn't be reconsidered and that the disputed charges wouldn't be reversed because of them being related to a claim that was more than 60 days old. This is absolutely inaccurate. We have 60 days from the date of a fraudulent/unauthorized transaction to report it and I did just so, and this wasn't tied to anything else. 

My previous dispute history from XXXX was a merchant who refused to refund my money after I returned the product and that was back in XX/XX/XXXX, which doesn't relate to anything that just occurred this month. 

The only other dispute I launched was due to fraudulent transactions occurring out of XXXX, XXXX being charged to my debit card that was in my possession as well at that time. This also occurred in XX/XX/XXXX. 

I am highly dissatisfied that Chase Bank is forcing me to be responsible for charges that I didn't make, one of which occurred while my debit card was in a " locked '' status. I have lost all confidence in this bank 's ability to maintain security over my funds. 

Their utter refusal to re-consider the merits of my claim or acknowledge the possibility that the computer algorithms they rely upon to make these decisions, absent a human 's input and consideration, could actually be wrong, made for a very cold and dehumanizing experience. I no longer believe this Bank can be relied upon when it matters most. 

A fraudulent charge made in the present should not be held against me due to previous, and separate instances of fraud in the past if I did was I was supposed to do to secure my account by not losing my card, reporting the unauthorized transactions, and suffering the inconvenience of everything that goes along with having to obtain for a replacement card. 

I've attached a screenshot of my recent XXXX transactions. I hadn't made any with that Chase card since XXXX and the most recent charge I did make in XXXX was with a different credit card and not associated with the amounts fraudulently charged to my account.

Company response to consumer: Closed with monetary relief