Consumer complaint received 2023-12-21 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I am writing to formally file a complaint regarding a series of fraudulent transactions that occurred on my Chase bank account. My name is XXXX XXXX, and I am seeking your assistance in resolving this matter. 

I will provide step by step what happened. 

1. On XX/XX/23, there were two unauthorized transactions ending in XXXX, amounting to {$320.00} and {$350.00}. I reported to Chase bank on that day and ask to revoke the transactions. Subsequently, Chase bank confirmed that they will stop the transaction and refund the money. Chase canceled my card and assured me that a new debit card would be issued. 

2. On XX/XX/23, however, two additional unauthorized transactions ending in XXXX ( the new debit card sent by Chase in transit ), totaling {$350.00} and {$320.00}, were debited from my account using the new card, accompanied by foreign exchange fees of {$10.00} and {$9.00}. 

3. I realized this a day after the transaction since I did not think there can be any transaction happened because the new card was issued on XXXX and Chase provided that it will take about 10 days to arrive at my house. I did not have the card when the new two transactions happened. 

4. As mentioned in no.3, these transactions ( XXXX ) occurred before I received the replacement card, which INDICATES THESE WERE UNAUTHORIZED CARD USE. Since Chase reissued my card after my report on XXXX, it was prepared and shipped on the XXXX, and I have not seen the physical card yet. I do not have the full card number, CVC number, expiration date, and the unauthorized transaction happened on the XXXX, using my new debit card which I have not even seen. 

XXXX. Despite filing claims for all four transactions in person at a local Chase branch ( XXXX, AZ ) on XX/XX/23, the bank rejected my claim for the two transactions ending in XXXX. Chase 's reasons was that I need to provide a proof stating that I did not made these transactions using XXXX. I was very frustrated with the fact that they are asking for a proof of un-use of new debit card that I have not recieved and I do not have any card info of it which makes also impossible to make any online transactions. 

XXXX. I made additional efforts to address the issue by contacting Chase customer service on XX/XX/23, explaining the situation three times. Unfortunately, I was informed that the bank requires further documentation to substantiate my claim of non-involvement in these transactions, which I do not know what to provide. It is very ironic and fraustrating that I need to provide a proof that I have not used the card where it is so obvious that I do not have the card and I do not know the card info and the unauthorized trasanctions ( all four of them ) occured by the same entity ( XXXX XXXX ) XXXX. During the 3 attempts to talk to Chase Bank, one of the agent said that I need to reach out to XXXX XXXX XXXX since they are my cell service provider and XXXX XXXX XXXX will be able to provide a statement saying that if there was any access of discrepancy to my XXXX XXXX XXXX  account ( account in this case is not literal XXXX XXXX XXXX website account, but my cell-service identity ). I am writing down exactly the Chase agent told me. 

XXXX. I reached out to XXXX XXXX XXXX right away and they provided that they do not have any access to such and can not provide such statement. Here, I see Chase 's attempt to hand over the responsibility of some unlawful happening and mishandling of my new card info to some other entity like XXXX XXXX XXXX and myself to avoid this situation and I really need your help on fixing this. 

I believe this matter requires urgent attention and investigation to safeguard consumer rights and financial security. Please find the attached documents for your reference. Your prompt intervention and guidance in this matter would be highly appreciated. 

Thank you for your attention to this issue.

Company response to consumer: Closed with explanation