Consumer complaint received 2025-03-03 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: NY

Complaint narrative:
On Tuesday XXXX XX/XX/XXXX my Chase debit card, checking, and saving account was compromised with fraudulent and authorized activity. I received a notification on the Chase banking app, around XXXX XXXX  stating {$900.00} was withdrawn from my savings account, and {$1000.00} was transferred to my checking account from my savings account. Then the {$300.00} balance was withdrawn from my checking account, around XXXXXXXX XXXX and withdrawn from an ATM at XXXX XXXX XXXX XXXX, NY XXXX. I was at work, at my place of employment during the time these withdrawals were made. The 2nd withdrawal that was made for {$900.00} was made at a Bank Teller 's booth, at XXXXXXXX XXXX, as an EWithdrawal, and somehow the unknown person that made these unauthorized transactions had access to my debit card pin. At XXXXXXXX XXXX  The 2nd withdrawal for {$900.00} was made at Chase Bank in XXXX, NY, with an address of XXXX XXXX XXXX XXXX, NY XXXX. I received an alert from Chase bank asking if I was attempting to make a purchase at an XXXX XXXX XXXX  station with a location number of # XXXXXXXX XXXX. The gas station purchase was the 3rd time my Chase debit card was compromised and used unauthorized. The card was closed immediately after I was alerted of the 3rd transaction attempt. I was at work when all these unauthorized withdrawals and transactions were made. I work a XXXX XXXX  to XXXXXXXX XXXX shift at a Hospital in XXXX NY. I did not clock out at work until XXXX XXXX that Tuesday afternoon. 

I called the XXXX number on the back of my Chase Debit card I had in my possession and on my person, at the time the fraudulent activity occurred. I reported the issue to Chases fraud department, and an investigation process was started for both withdrawals which were made at a Chase ATM and EWithdrawal with a Bank Teller. I was credited for the {$300.00} which was withdrawn at the Chase ATM, and the {$900.00} Ewithdrawal would be credited after Chase conducted their fraud investigation. I received a text message and app notification from XXXX stating a package was delivered to me at XXXXXXXX XXXX from Chase Retail. I checked my e-mail to confirm if this was potentially the replacement card that was documented as lost/stolen. I checked my e-mail records, and a replacement card was requested in my name ( XXXX XXXX XXXX ), on XX/XX/XXXX. I called the XXXX number again, and inquired with Chases fraud department, and it was confirmed a replacement card was ordered and rushed delivered to me, and my camera records at my home showed no proof of XXXX making XXXX delivery on my block at XXXXXXXX XXXX 

I went into my local Chase bank on Wednesday XX/XX/XXXX, I was issued a new checking and saving account number, and the Bank Manager is taking the necessary steps and precautions to rectify the issues with the fraud that was conducted in my name. When I returned home, I called XXXX and spoke with a supervisor by the name of XXXX, that confirmed the package was delivered to a location on their delivery maps XXXX feet away from my residence. XXXX the XXXX supervisor requested for me to do a 3-way call with Chase Bank , to have them file a claim with them, due to their records showing the package being delivered to an undisclosed location that was not my address. Thursday night, I called the XXXX XXXX number again, due to an e-mail I received in regards to a claim I opened with them on XX/XX/XXXX at XXXXXXXX XXXX, via their website and my account profile. Another Supervisor by the name of XXXX informed me the package was dropped off to an address possibly of " XXXX '' XXXX XXXX in XXXX, NY, and someone possibly by the name of XXXX XXXX XXXX have received my package ( the XXXX Supervisor had a heavy accent ), which is nowhere near my home residence in XXXX XXXX, NY. On Friday XX/XX/XXXX, I called XXXX again to ask for this information to be placed in writing after being contacted by the XXXX seeking for more information and details, after a police report was filed. The XXXX also requested to have Chase Bank conferenced in with XXXX XXXX from the XXXX Precinct. Originally, XXXX XXXX at the XXXX XXXX conducted the Police report. 

The XXXX withdrawal of {$900.00} is pending to be credited to me by Chase Bank, as it is under investigation however, Chase Bank is claiming since my pin was used at the Teller 's book the withdrawal was authorized by me. However, this is now a case of identity theft, as someone physically went to the Teller 's booth and impersonated me, and was able to deplete both my checking and savings account leaving me with just {$0.00} in my savings account. Chase Bank did issue a temporary credit for {$300.00} however, the credit can be reserved based on the determination of the investigation. 

I am earnestly seeking assistance and help with this case from CFPB because someone requested a rush delivery replacement debit card in my name, and somehow new my ATM pin or requested it to be changed, before the fraudulent withdrawals and transactions were made. XXXX did confirm verbally however, not in writing as of yet that the package was delivered to a different location from my home and the package was received by someone else however, the package was signed for in my last name of " XXXX ''. XXXX is now reaching out to a local XXXX sorting facility in XXXX XXXX XXXX, NY.

Company response to consumer: Closed with monetary relief