Consumer complaint received 2025-06-25 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/XXXX a co-signer on my account ( a XXXX XXXX XXXX XXXX XXXX XXXX ) was XXXX  and XXXX  out of his ATM card and PIN at a Chase Bank near XXXX XXXX  XXXX. The thief then proceeded to make a fake ID and went on a crime spree at several Chase Bank branches and stole money from my account, the co-signer, as well as XXXX other individuals that he was a co-signer for. Altogether the XXXX of us were robbed of nearly {$15000.00} from these unauthorized transactions. All crimes took place the afternoon of XX/XX/XXXX in XXXX. 

I noticed in realtime that this was happening to my account and left my job to go to XXXX of the branches ( XXXX XXXX XXXX, XXXX, XXXX  ). When I asked the teller about these transactions she immediately knew that the situation was wrong and explained that she had refused service to the criminal and that he had gone to an ATM ( to continue emptying out my account ). 

That evening I connected with my friend ( the original victim ) and he said that he had noticed his ATM card was replaced and was now aware that he was scammed at the bank by someone who was in the ATM vestibule with him and told him he had dropped some money on the floor. This man matched the same exact description that the teller had told me about, down to the XXXX  XXXX XXXX. 

In the days and weeks since the XXXX of us have filed claims with Chase that have all been denied. We have asked that they take into consideration the initial crime and review footage and cooperate with the XXXXXXXX XXXX XXXX, but they have told us since the thief knew the pin, had the card, and had an ID, they were all authorized transactions. Branch employees at these Chase locations have been extremely helpful and themselves been frustrated that their back office has not been able to put together that a XXXX XXXX was XXXX  and all of us have suffered from this. 

On XX/XX/XXXX I asked a VP/Branch Manager to escalate this situation within Chase and the only thing that has happened is : I have had no contact on this from Chase for XXXX XXXX XXXX, I have had credit card interest applied due to my not being able to afford my credit card statement that was due on XX/XX/XXXX ( I had {$4800.00} stolen and my credit card was about {$4300.00} ), and I have had another letter on XX/XX/XXXX sent explaining that my claim was denied. 

Chase has insisted that they will not provide security camera footage for these incidents even though they allowed a crime to occur in their branch, affecting a XXXX XXXX XXXX XXXX XXXX, which led to a crime spree. They have not assisted us in making police reports and have left us to the wind. 

To add insult to injury, I had spoken with a branch employee in XXXX about removing this co-signer 's name from my account and received assurances that it had been done ( you can see from my official mail received from Chase that his name will appear/disappear from my account, sometimes strangely ). 

All that we are wanting is restitution for stolen funds and for Chase to help authorities find this individual who preyed upon our friend and likely is running similar scams.

Company response to consumer: Closed with explanation