Consumer complaint received 2024-11-06 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: FL

Complaint narrative:
On XX/XX/year> my debit card information was stolen and someone used my information to purchase an XXXX XXXX for XXXX Dollars online with XXXX for in store pick up at the location XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX at approximately XXXX, from information gathered this item was picked up by XXXX this exact day while I was at work. On this exact day this was reported to Chase bank and was told they would do an investigation, return the money and cancel cards. I also contacted the XXXX location on XX/XX/XXXXXXXX XXXX XXXX to make aware of this fraudulent purchase and was told that it was already picked up and was recommended to contact bank which I had already done. 

On XXXX XXXX I entered my bank account and found that the claim was reversed and the money was removed from my account. I contacted chase on this exact day and was made aware that investigation was completed and supposedly XXXX provided documentation stating I purchased it, when at no moment I was close to this XXXX location which is XXXX miles away from my Home and I was also working during that day. When I questioned the representative about what documentation was provided, they just stated that card information was provided and also Pin number, at that moment I questioned this because from my knowledge Pin numbers are not requested during online purchases and all I was continued to be told was that XXXX provided information. 

On XXXX XXXX I filed a complaint with the XXXX XXXX XXXX making them aware of my situation and also provided My XXXX location for XXXX XXXX  which showed that I was nowhere close to the area of this purchase and pickup, I also provided the time card from my Job where it clearly states that during the time of this purchase and pick up I was at work. 

On XX/XX/year> I was contacted by XXXX ( Chase Bank representative ) in reference to the complaint filed and was told they were provided with information and documents and that they would investigate once again this fraudulent purchase. 

On XXXXXXXX XXXX I contact my Local sheriff department and filed a police report in regard to fraudulent purchase on XXXX XXXX 

On XXXXXXXX XXXX  I was contacted by XXXX ( Chase Bank representative ) stating that they were still working on investigation and would provide a call back once a decision has been made. 

On XX/XX/year> I was contacted by XXXX ( Chase Bank representative ) stating that they have come to a decision and would not be returning my money due to XXXX providing appropriate documentation where it showed that I was the person that picked up the item. At that moment I questioned what exactly was provided and she stated that my Pin was used and also Debit card CVV was provided, at that moment I informed her that this was not me and that information was stolen and also informed her that Pin aren't required for Online purchases, after this she states that also someone provided some form of ID or code to pickup which I also informed her that it was impossible that it was my ID because I have never lost my ID, I also explained that I had also provided My XXXX tracking and My time card for that day that showed that I was nowhere near this area which is about XXXX miles away from Home and Work. XXXX stated that even with that provided they would not change their decision.

Company response to consumer: Closed with explanation