Consumer complaint received 2024-06-27 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: IL

Complaint narrative:
On XX/XX/2024, someone accessed my Chase checking account and withdrew three unauthorized transactions from XXXX XXXX XXXX XXXX in XXXXXXXX XXXX. The transactions were for {$2600.00}, {$1100.00} and {$1100.00} totalling {$4800.00}. 

On XX/XX/XXXX, I received a call at XXXXXXXX XXXX from a person who identified themselves as Chase Bank. the phone number was ( XXXX ) XXXX. They asked if I had made a purchase in XXXX. I said I had not. They then said they would stop the transaction and issue me a new debit card. I don't remember giving them any specific information but I may have acknowledged that the address they were sending it to was correct. Please note that on my account there was a {$5.00} charge for a new card. 

On XX/XX/XXXX, I got a call from the same phone number ( XXXX ) XXXX stating that they wanted to enroll me into a fraud protection service. I stated that I already had protection and they put me on hold. When they came back on I asked them when I could expect my card. They replied XXXX XXXXXXXX would be bringing it at XXXXXXXX XXXX. Again, I do not remember giving them any vital information. Please note, if you call that number it is the answering recording states that it is Chase Bank. 

Later that evening, around XXXXXXXX XXXX  I realized that my checking account had been emptied. I immediately called the number back that had been calling me, thinking it was Chase. They put me through supposedly to their fraud department and the I was hung up on. I called back that number on Saturday morning and again it had the Chase recording and when I was put through and told I needed to wait 12 hours for a response. I decided to call the local Chase Bank and spoke to a manager, XXXX XXXX. XXXX called the fraud department for me and we realized that I had not previously been talking to Chase, but someone impersonating them. The following XXXX, XX/XX/XXXX, Chase would gave me a temporary loan to cover the unauthorized withdrawals. 

The withdrawals were made from a currency exchange in XXXX XXXX XXXX. I live in XXXXXXXX XXXX where I care for my handicapped daughter. I am unable to get out let alone drive to XXXX XXXX. I was at home at the time of these transactions. 

On XX/XX/XXXX, Chase Bank determined that this was not a case of fraud, but that I had gotten scammed. They withdrew the {$4800.00} leaving my bank account empty. I called XXXX XXXX and he called the fraud department with me. They stated that my card and pin was used for the transactions and that the fraud claim was closed and getting back the money was my problem. There is no way that I made those transactions. I still have the card in my possession. I have neighbors and phone records to back up my location. 

This is a great loss for me - two months worth of mortgage payments. I'm sickened by the experience and really frustrated with how Chase handled the situation. They stated that they will no longer help me with this matter.

Company response to consumer: Closed with explanation