Consumer complaint received 2025-08-07 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: MI

Complaint narrative:
On XX/XX/year>XXXX  Chase bank sent me a fraud alert asking was this me trying to make these transactions of {$740.00}, I instantly said no as well as called them but somehow other attempts were made of {$160.00} and {$310.00} were allowed I guess Chase bank allowed these even when I said it was not me... so I was on the phone with the Chase bank, they instantly canceled my debit card and sent out a new one, but allowed these transactions to go through they said unfortunately there was nothing they could do I even tried to stop the transactions myself on XXXX and couldn't, I instantly took my card off XXXX changed my password they even had earpods for pick up the next day I canceled that out. My XXXX was hacked I started receiving confirmation emails multiple websites I never heard of and subscriptions to different websites all on the same day XX/XX/year>, I changed my XXXX password on XXXX account, so this happened at local XXXX I received an alert thst a pick up was ready on my email I kept calling XXXX  to try and stop these perpetrators as my daughter was driving me there, they never answered within minutes of me pulling up to XXXX they sent another email saying my order was picked up, so when I got there I asked to speak with the manager he came up to the front desk and I explained to him what was going on, I showed him my fraud alerts from Chase, my emails from XXXXXXXX  my XXXX  account .. and told him how I was calling upon arrival in hopes of stopping this, he told me he knows of the transaction because he had to assist with getting the product out and that's the reason he gave for them not picking up the phone as I was calling. I asked were people allowed to pick up orders without Identification he said yes it happens I asked to see video as well as speak to whomever gave these products to the people/person who picked it up he said only the police can do that, I contacted the police they said I could not make a report without proof, I asked Chase for proof they sent it but it was lost at home Chase assured me they were taking care of this. On XX/XX/year>XXXX  I get an alert from Chase of a negative balance of {$330.00} because I only had like {$100.00} and something odd dollars in the bank .. I contacted Chase bank they said the Merchant had proof it was me and I don't understand how it was proof when it was not me, I asked for the case to be reopened and for them to check video speak with the manager as well. Because there is no way it was proven to be me when I didn't do it, they they told me to contact XXXX. XXXX  said no contact your bank this went on so many times of both of them saying contact each other.. Then Chase said they need a letter from XXXX stating anything to help my case nothing in particular just a letter XXXX as well as any proof I have to prove it was not me which I don't have much besides the fraud alert from Chase bank , screenshots of me changing my XXXX password, screenshots of multiple websites the perpetrators made using my email all on XX/XX/year>. And whatever letter XXXX  sent me.Chase asked for me to go to a local branch and have them fax these items as well .. I did I called them back they kept telling me it was a back end department and no one could help me they had to review what I sent and to contact them in a couple of days, I contacted them on XX/XX/year> and XX/XX/year>XXXX  they said they spoke with the merchant again and was told I didn't have proof for thecase to be reopened and that was me again and then they said contact XXXX  again which I did XXXX  said contact my bank again .. I kept telling them my email and XXXX accounts were hacked please help me

Company response to consumer: Closed with explanation