Consumer complaint received 2025-10-27 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: AZ

Complaint narrative:
While on vacation in XXXX XXXX I left my debit card by accident in am atm machine at the XXXX XXXX  hotel and casino. ( XX/XX/year> ). This was the last place I used my card. I realized I did not have my card when going to pay for breakfast later that am. I went to the hotel lost and found desk to see if it had been turned in. It had not. They sent me a lost and found report to fill out so it can be entered into their computer just in case it is found. I filled it out via website. ( lost ID report # XXXX ). The report had my contact info along with the card description. I added my card to my apple pay wallet @  XXXX XXXX  and placed a lock on my card thru my online banking app. The waitress at the restaurant showed me how to load and use my card in my XXXX XXXX. She knew I had lost my card when it was time for me to pay. She asked me if I ever used XXXX XXXX. I had never used this method. She helped me load my card and showed me how to use it. I used my card via XXXX  XXXX  to pay for my breakfast that am at the American restaurant located inside the hotel and casino. I kept check on my account as well as checked in with lost and found several times of the course of the day and night. No luck finding my lost card. The next morning ( XX/XX/year> ) around XXXX am, I get a phone call from a woman who said she is a representative from Chase Bank ( XXXX ) She said her name was XXXX. She said this call will be recorded for quality and training purposes and has me verify my name phone number and address. I do. She proceeds to say she is calling me about some suspicious activity they noticed on my chase account. She said they blocked an attempt for a {$2000.00} money transfer via a XXXX by a woman named XXXX? out of XXXX. She said she claimed to by my sister. She asked me if I had a sister by that name. I said no. I do not have any sisters. I do not have family in XXXX  nor did I authorize any transactions to be made on my card. She went on to say Chase is under federal investigation for fraudulent activities against customer debit cards and XXXX accounts. She told me I needed to secure any accounts I had with chase to a new card. That she could walk me thru creating a new card to put in my XXXX XXXX  and load my money to that new card so I could still have access to my funds until a new card comes in the mail. She had me check my XXXX  account and ask me if I recognized all of the users there. There was a user, XXXX, I did not know this person. She asked if we could screen share ( @ XXXX XXXX ). I asked why. She said she needed to help delete this contact from my XXXX list because now my XXXX is also compromised. She said once I secure my money to the new card, she could have police move in and arrest the woman in XXXX  that's trying to use my card, and I could press charges on her. So, I did. She asked me if I had access to transportation to a nearby Chase branch. I told her I had to use XXXX or XXXX. She had me search the nearest Chase bank to where I was and set up XXXX. However, it declined my payment method ( my card was expired ). She set up and sent an XXXX to pick me up. I get 2 back to back text messages @ XXXX XXXX  XXXX has requested your XXXX  ride and is expected in 6 minutes, and a second one for XXXX will arrive in 8 minutes. The second text has the driver info, asking me to confirm he is in a silver XXXX  model XXXX, XXXX. WITH CONTACT # XXXX. He picked me up and took me to the chase bank. That branch bank had been closed. So, he asked which bank I prefer. I said it doesn't matter as long as it's a walk-in branch that I had to go inside. On my way there I checked my accounts, checking and savings, they were still showing ok. No funds taken out. The woman was still on the phone with me. She told me to keep her on the phone until the whole process was done and she signaled police. So, he took me to the Chase at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. She told me to withdraw my checking and savings account and load it all to one card. That both accounts are linked, and they are accessible thru the XXXX that I don't want to risk the accounts. So, I withdrew {$3700.00} from savings and {$3700.00} from my checking account. Once I did that I went back outside, and she walked me thru creating a new chase card. The card had all of my personal info, but she said it had to be in her name, as part of the investigation. I said why. She said she represents me and that it had to be done this way, so it doesn't look like I'm in with the woman in XXXX. I said this is my money, I'm not trying to do nothing, and I don't know her. She said but it would keep it from looking that way if the card was in her name. That that was part of the investigation against chase. It involved bank employees and acquaintances of theirs taking money from banks by having them reimburse for insurance? She said something bout they have to ensure customers money and replace it if its frequently taken. Then once secure and the woman was arrested she would transfer my money to a card in my name. So she created a chase card in my XXXX XXXX Gave me a number and told me how to make a deposit at the atm. So, I went to the atm and deposited {$7200.00} to this card and took my receipt. I went back outside and began walking to the nearby restaurant, for a drink. I checked the card in my wallet it was there but no money. She told me to refresh my phone that it takes a couple minutes for it to show. So, i did. She asked me to go back in my banking app. I did there was no money but was a card in my wallet. At this point she told me before she could create the new card, I needed to discard the receipt. How did she know I kept it? I told her I did. She said no, I need it thrown away. So now I'm scared I'm being followed and watched. I now fear what's going on. I said what does me having a receipt have to do with anything, this is my money. So i throw it away in the trash can. We try to make a new card. It doesn't work. She has me refresh. It doesn't work. She said we may have to delete the one card and create a new one. So, we do. We create a new card. She has me refresh. She then asks me to check my XXXX for my XXXX account. I said if you're with chase why do u need to know about my XXXX. ( she saw my apps when screen sharing ). She said the XXXX could be compromised at the XXXX bank too. So, I check my XXXX, there is that XXXX there. She said tap on his name. When I did my phone froze momentarily. She was trying to hack my XXXX account also. So disconnected the call. I tried calling back several times. Of course, no answer. I immediately contacted chase XXXX and explained what just happened. I was connected to the XXXX  dept also. I was told to call back in 2 days ( XXXX opt XXXX ) to check on the status. I contacted the Chase branch this transaction occurred ( XXXX XXXX ) Explained what had happened to them as well. I filed a police report with XXXX  ( and all they could file report on was my lost debit card. ( event # XXXX ). She recommended me to let my local PD know as well once I get back home. She gives me the number to contact XXXX XXXX XXXX and XXXX XXXX. ( XXXX ). I call and leave a message with my contact info. No one returned call. The next day XX/XX/year>, i fly back home to XXXX. It's too close to closing time for most businesses to follow up. I contact all 3 credit bureau and place fraud alerts on my accounts, file a complaint with the XXXX, XXXX  ( complaint # XXXX ), and email the security department of XXXX XXXX  hotel and casino. I was able to file an online form with the XXXX XXXX XXXX  and XXXX  dept. I schedule a phone meeting ( XXXX XXXX XXXX ext XXXX ) with chase as well as an in person meeting ( XXXX XXXX @ XXXX XXXX XXXX XXXX. XXXX XXXX XXXX  XXXX ) with chase to try to work this out. It was my findings via both meetings on Thursday XX/XX/XXXX, Chase bank refuses to refund my money. Despite knowing it was a scam they said they can not refund because I made the withdrawal and the deposit was done via ATM. That there is basically no evidence of anything wrong. XX/XX/XXXX the XXXX XXXX theft and crimes bureau responds, thanking me for my info that unfortunately its a common scam and are sorry I am out that money. I just feel like no one cares. What I want to know is how coincidental is it that I lose my card at this hotel. No one knows what type of card it is <chase> except for the lost and found claims people, the person who has my card, and/or affiliates of. How did the caller get my personal info? Was it a breech or scam being run by someone at the hotel? If the bank knows it's happening, why do they not find ways to empathize with someone going thru this? I am also at risk if ID theft. Aside from the financial hardship this has caused, feeling like no one cares to even look into the situation or offer me a resolution has me not knowing what to do. There has to be accountability for the wrongdoing of people if they can be caught. I can't help but feel it was an inside job. Maybe this bank was involved? Maybe XXXX? Maybe there are multiple players in this.

Company response to consumer: Closed with explanation