Consumer complaint received 2026-02-21 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: NJ

Complaint narrative:
On XX/XX/XXXX, my wife received a notification stating that she had a package ready for pick up at a XXXX from CHASE RETAIL. My wife did not order a new card. Someone accessed Chase and was able to have the Branch send a new debit card to a XXXX located in XXXX, NJ. My wife was still in possession of her debit card, and noticed her card was decline from a withdraw on XX/XX/XXXX, at a Chase branch in XXXX, NJ. 

At this point, I accessed our account and noticed XXXX abnormalities. On the Chase app, I see XXXX withdraws of {$200.00} each, stemming from a local Chase branch ATM in XXXX, NJ. XXXX of those withdraws were executed on XX/XX/XXXX, and XXXX more on XX/XX/XXXX, totaling {$1400.00} in withdraws, from this particular branch ATM. 

XXXX more non-chase ATM withdraws were executed in XXXX, NY ( per a Chase representative ). XXXX on XX/XX/XXXX for {$810.00}. XXXX on XX/XX/XXXX for {$910.00}. The final one on XX/XX/XXXX for {$910.00}. An expedited card replacement fee of {$15.00} was also charged to our account. 

The total sum of these unauthorized withdraws totaled {$4000.00}. 

My wife and I immediately brought it to the attention of Chase bank and filed a fraud report. We have submitted all supporting documentation to support this claim. We submitted the following : -Police Report taken by New XXXX Police Department -Emails from UPS stating the unauthorized card being sent to a XXXX -Copies of our identification -Times, dates and locations of the withdraws - A copy of her debit card showing it was still in her possession -Time stamps from her job during the coinciding withdraws Chase bank initially denied our claim stating because a pin number was used, it wasn't their problem. Completely ignoring to answer when I asked how could someone access our account ( they wouldn't tell me if it was online, over the phone, or in person ). They allowed unauthorized access to our account, sent a new card to a XXXX ( the initial email has our address, but I assume they gave them the XXXX tracking number, which allowed the person to reroute it to a XXXX ) and failed to notice a highly irregular pattern of use. At no point during any of this did I, as also a name on the account, get notified of any of the irregular activity. 

I requested to see the footage from the Branch ATM, and I was informed they did not have access to it. They called corporate and were effectively told to pound sand. The purpose of providing IDs, was to show them that it was not myself or a XXXX ' XXXX '' female who looks like she is going through XXXX, because she just finished XXXX months of XXXX. 

On XX/XX/XXXX, Chase issued the money back into our account, after I sat down with the local Branch in XXXX, but on XX/XX/XXXX, Chase issued a reversal without explanation or reasons. This started our XXXX or more attempt at reaching out to Chase to see what is going on with this claim. We called to ask why the money was returned, and then immediately taken out again. They simply said it was in the decision letter, in which they would not elaborate what the reason was. We have never received anything via mail, email, or phone call. Last Wednesday ( XX/XX/XXXX ) I called and the fraud operator told me they are looking into it and would reach out by Friday ( XX/XX/XXXX ), as usual, I never received a response. 

The main reason I am reaching out to CFPB, is because I feel I have exhausted all attempts at getting answers from Chase Bank. When I request information I get sent from division to division and get stonewalled when I ask information or request things, such as the video or the reason on the reversal.

Company response to consumer: Closed with explanation