Consumer complaint received 2021-08-17 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: LA

Complaint narrative:
Chase Bank claims I requested a new debit card to be sent out on XX/XX/XXXX using my account to make that request. I never requested a debit card ever. I even called Chase to let them know I didn't request the card or cards. Chase says the card arrive to my home on XX/XX/XXXX via XXXX at XXXX. My doorbell video shows XXXX passing my home at the time on that date but never stopping in front my house or coming on the porch to deliver a package at all. I live in XXXX XXXX, Louisiana and whoever took the money from two accounts, was done in XXXX, Texas on XX/XX/XXXX. They use the telephone to transfer {$600.00} from account ending in XXXX to account ending in XXXX and then withdrew {$2100.00} out of account ending in XXXX from an ATM. The card used XXXX is the card Chase supposely sent to my house in XXXX XXXX on XX/XX/XXXX. The debit card I had for that account was not XXXX. If Chase had done a good investigation of those accounts, I never used a debit card to withdraw money from either accounts, ever!! I never used the phone to transfer money from one account to another, ever!! I had access to both accounts and could easily transfer the money online not call, which is what I would do if I moved money. Chase put the {$2100.00} back in account ending in XXXX temporary and then took the money back. They then request a police report, but refused it earlier when I tried to send it. Chase basing their decision on the debit card XXXX that never were delivered to my home. Furthermore a verbal password was set up with Chase through there Fraud Department in XXXX, that if I called they would know it was me due to someone trying to access my account using my mother maiden name, but no one ever asked me for the password when I called in unless I mentioned it. So anyone could have called pretending they were me, and when that call came in to transfer money no one apparently didn't ask for the password. We had no need to perform any of these transactions in XXXX we could have done them in XXXX XXXX. Plus I haven't been to XXXX, Texas since Hurricane Katrina and I wouldn't have gone to Texas anyway due to the Pandemic. I don't know anyone in XXXX, Texas and didn't authorized anyone to take money out of those accounts. Chase should be investigating XXXX as those cards never reached us and we didn't initiate any these transactions as mentioned previously. I have time stamped footage of XXXX driving by and never stopping. We have been in touch with the police since XX/XX/XXXX when we filed the reports. Chase 's entire Fraud Department needs retraining. Many were rude, unsympathetic and no one provided the same information, everytime you call you were provided new instructions that contradicted the previous. I would like the {$2100.00} refunded for the two accounts mentioned above XXXX and XXXX so this can be all behind us and we can move on. Chase needs to have smaller limits at the ATMs and require identification at the window and stop relying on chips and pin numbers unless they enjoy handing out money. They are trying to make it easy for the customers but also making it easy for the scammers. Finally, I have been a customer with Chase Bank for almost 30 years and have never done anything that were done to these accounts, but at the same time I have loss confidence that Chase is protecting my money from these scammers. Please help us!!

Company response to consumer: Closed with monetary relief