Consumer complaint received 2026-03-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
On XX/XX/year> I used my debit card at my local grocery store and gas station. Both transactions were approximately $ XXXX {$25.00} each. I dont often use my debit card. On XX/XX/year> I was at home sitting in my kitchen, which I have video evidence of, when I received an alert from Chase Bank questioning if a transaction was fraud for {$1000.00}. I immediately marked it as fraud. I then called Chase Bank to inquire about the transactions and to confirm that my debit card was closed. I indicated to them that I saw two transactions as withdrawals from my savings account for one transaction being {$480.00} and one transaction being {$520.00}. I told him that both of these transactions were not authorized by me. I told them that on the app I could see the address from which the money was withdrawn which was a Chase bank ATM in the city next to my city. They at that time did not file a claim so I called back the same week on approximately Wednesday to inquire about the status of my claim, which is when I was informed that they did not open a claim. I reiterated all of this information again and asked them to open a claim. On XX/XX/XXXX, I had contacted my local police department to indicate that I believe that my debit card information was skimmed from the gas station or from the grocery store. I did not receive a police report, but I was contacted by an officer who indicated that he went to the gas station and did not see any skimmers and that I should call the police department for the city in which the money was withdrawn from the ATM. I have not yet been able to do so. I received documentation two days ago from Chase Bank, indicating that they denied my claim. I called them to inquire as to the reason for denial of the claim, and they stated its because a debit pin was used. I told them at the time that I filed a claim that I still had my debit card in my possession. I do not have my pin written on my card, I have not nor have I ever authorized someone to use this debit card, and that I was at home and I was not in the city at the ATM making a withdrawal at that time. When I inquired about my claim being denied, they stated that since a pin was used, it was an authorized charge. I told them that I believe that my debit card information was skimmed as I dont often use my debit card and one week after using my debit card the money was stolen from my account. I asked them what I needed to do in order to reopen the claim and I told them that I had a video inside my house demonstrating that I was at home at the time of this transaction. They asked me to submit that information. I have not yet done so because I am out of town for work, but I have gathered the video screenshots demonstrating that Im at home. And I intend to contact the police department, which has jurisdiction over the ATM as well as going into the local branch tomorrow when I am home from my work trip. However, at this point, I am now out of {$1000.00} and Chase bank did not ever contact me by an investigator in order to ask further questions demonstrating that I did not authorize this transaction. Further, they did not file the claim on XX/XX/XXXX at the time that I called them to inquire about the two unauthorized transactions and only did so several days later because I called back to check on the status so in addition to no one ever calling me, they also waited several days so I have now been without my funds since XX/XX/XXXX. I will continue to pursue this in order to get my money back because, again to reiterate, I did not authorize these transactions. However, I am severely unhappy with Chase Bank and intend to no longer use them for my primary banking needs.

Company response to consumer: Closed with monetary relief