Consumer complaint received 2025-02-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
My credit card information was stolen on XX/XX/year>. I received a text and email alert from Chase bank notifying me of someone attempting to use my card to spend {$190.00} at " XXXX XXXX XXXX XXXX '', and asked me to confirm if it was me or not. After confirmed it was not me, my card was closed, the transaction denied, and a new card was issued. 

On XX/XX/year>, I received a call from someone stating they were from Chase bank and that they had fraudulent activity on my account, from someone trying to set up a recurring transfer from my account, for {$900.00}, in Alabama. I confirmed that this was not me who set that up transfer. Then the person continued, stating that a woman went into a Chase Bank right by my home address, and using an ID with all of my information on it, attempted to withdraw {$5000.00} from my checking account. They said that the teller received a fraud alert on my account, and tried to manually override it to give the woman the XXXX. They then said that they were concerned this was a planned fraud attempt between someone at that location and the woman trying to take out the cash. They said the only way to ensure this was not linked to my own account was to go in myself and try to withdraw the XXXX myself. They assured me that this should not be allowed, and that the teller should see the freeze on my account and deny the transaction. They said she would ask for my ID, and likely ask why I wanted to withdraw the amount. 

While they still had me on the phone, they instructed me to go in make the withdraw. I went in and told the teller I wanted to make a withdrawal, and she asked me the amount. I said XXXX and she said ok put your card in and gestured to the card reader. She did not ask for my ID or confirm any of my information with me, only asked what bills I wanted it in.She gave me the XXXX and I walked outside. The person on the phone then said that this should not have been allowed and that there was definitely an issue with my account. They instructed me that I would need to replace my debit card, and stop all use of my current debit and credit cards. They said that they wanted to ensure I was safe and not carrying around the XXXX in cash, so they confirmed my address for sending the new card and then read me a card number to add to my apple wallet. 

I manually entered the card number, which then showed my full name on the screen, and then they gave me the CVV and expiration date. Then they had me go back into the bank but this time go to the ATM and not a teller, and use that newly added card ( which showed as a Chase Debit ) to deposit the money into my account safely. They gave me the pin number and I deposited the money, but the ATM rejected some of the bills so I had to try a second time, so they gave me the pin again and I used a second ATM in the bank to try again. This time it accepted all the bills except {$100.00}, which I still have. The person on the phone then instructed me to remove the card from my apple wallet, and to cease all use of electronic cards, and wait for my physical card to come in. 

I kept the receipts from both of these ATM transactions and they list the last four digits of the account, the last 4 digits of the debit card used, balance, AID #, Sequence #, and Term ID. 

After this happened I got very worried that I had been scammed, and they had taken nearly my entire account balance, leaving me just over {$100.00} left. I called my bank directly and spoke to several different reps, who assured me I was insured by Chase for things like this and they would open a claim. I was instructed to call in the morning to dispute the money after it had posted on my account, but when I called the claims department they stated there was nothing they could do and denied my claim. I told them that this was from one chase account to another chase account, using their ATM, and that I thought they should be able to track down this account based on the information I had ( stated above ), but she continued to state there was nothing she could do and she was sorry. 

I then went in at XXXX to the Chase bank where this had occurred, and spoke with the branch manager. He helped me for over an hour looking into this and speaking with the claims dept himself, among many other calls that he made. He said that they should be able to find the account using the ATM transaction and the information listed on my receipt, but that the claims dept could not access the information due to their privacy policies. The branch manager instructed me to file a formal complaint against the claims department at Chase, because they should have helped me look into this issue further and provided me with much more information rather than simply denying my claim. Because this is a Chase account that took my money, the branch manager said he knows that someone will have access to review it, but we need to escalate this until we find out who that someone is who can help me. 

I have filed a police report and explained the issue to them, and can provide my case number if needed. Additionally I called XXXX to inquire about recovering the full card number that had been entered, but they stated that due to their own privacy policies they can not access the card information. 

I need help getting this resolved!

Company response to consumer: Closed with explanation