Consumer complaint received 2019-08-26 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: CA

Complaint narrative:
This complaint is in regards to my recent complaint of XX/XX/2019. Since that case was closed, I must report a new one. At that time, the outcome was that Chase bank gave me a temporary reversal of the {$120.00}. I had a big feeling they gave me a temporary reversal only to address my complaint to the CFPB. And my feelings were correct. Now it seems that Chase is acting just as crooked as the thieves who initially used my debit card fraudulently. Today, I checked my account and saw Chase took back the {$120.00}. I'm not sure what games they're playing but I will not let this go. I will NOT let the criminals that used my card fraudulently NOR Chase that is obviously on their side get away with this! I will go public with this in Consumer Finance. This is completely unjust! The only resolution I will accept is the {$120.00} returned to my account permanently, not temporarily. Permanently. 

Original complaint of XX/XX/XXXX : On the eve of XX/XX/2019, I received a text message ( attached ) from my bank, Chase, alerting me of fraud suspicion of {$200.00}. I was walking my dog so I didn't have my purse with me at the time ( which I failed to say to the bank initially ). I checked my account through my cell phone and noticed the following charges through my debit card ending in XXXX : XXXX   {$120.00} XXXX*XXXX  XXXX  XXXX XXXX {$150.00} XXXX XXXX XXXX by online or phone XXXX*XXXX   XXXX {$.00} Realizing those charges were not made by me, I called my bank right away and let them know they send me a fraud alert and that I did not make those transactions. The claims representative on the phone mentioned that we were being recorded and asked me a few questions including if the card ending in XXXX was mine, if those specific charges were mine and if I still had the card. I sincerely thought that the card was still in my purse at home. I called the bank while I was still out because I needed the bank to cancel my card immediately before they made more purchases. I was naturally upset at the time. So the bank cancelled the card and issued me a new one, which I'd later receive in the mail. They said they would reverse the charges temporarily pending an investigation, which they did. 
When I got home I checked my wallet and saw my card was actually gone. I thought back to when I last used it, which was at XXXXXXXX XXXX XXXX  earlier and figured I had left it there. I didn't call the bank again because I had already called them to cancel the card and they had reversed the charges. I also realized after further research that the XXXX charge was indeed made with my debit card. I never use my debit card at XXXX. I use my XXXX  XXXX XXXX for the discounts plus 5 % off my bill every time, hence an incentive for never using my debit card ending in XXXX at XXXX. 

On the morning of XX/XX/2019, I checked my account and noticed that the {$150.00} charge for that XXXX XXXX app was back. I called the bank ( they stated were were being recorded ) and they said that charge just posted to the acct because it had been still " pending '' and it posted on XX/XX/XXXX. I asked why did it go through if I had previously called to report fraud and they cancelled my card. I said it didn't make sense they would allow the charge to stick if it was still pending and it was fraudulent. They didn't really answer the question and just worked on reversing the charge again, which they did a couple days later. They also asked at that time if by chance I still had the physical card and I told them I actually didn't, even though I thought I had Initially. I corrected myself at that time and reported I DID NOT HAVE THE CARD INITIALLY WHEN THE CHARGES WERE MADE on XXXX. They said they made the notation ( not to mention we were being recorded! ). 

On XX/XX/2019, while checking my account online ( which I have been monitoring regularly ), I noticed a " XXXX Reverted '' charge for {$120.00}, recognizing right away it was that original fraudulent XXXX  charge that was done with my stolen debit card on XX/XX/XXXX. Again I called the bank right away and the claims representative told me the investigation concluded that since the physical debit card was used and the chip was read, and because of the fact that I had responded when I originally reported the card that I still had the card, it was declared not being fraud because I had used it myself. This was based on notes and recording from the original report. I told the claims rep that this was corrected less than 2 days later when I called back to report a discrepancy. I was told at that time that I was being recorded and what I said was being noted, yet that was not taken into consideration in the investigation?? The claims rep began arguing with me basically reiterating his notes over and over. I asked to speak to a manager and he refused. He said the investigation was still open and he would note all I was stating in the system but that the reverted charge would remain for now. And to feel free to call for an update in a few days. 

The following day I called for an update and another claims rep told me the exact same thing the previous rep said about the investigation results. I told him I already new that and I asked him for an update since then from the previous rep notes and he said there weren't any other notes and that he could only speak for himself. At this point I'm definitely getting the run around and feel like I'm getting swindled by my own bank. I asked him if that meant that since this charge was sticking, that the other fraudulent charges would be reverted as well and he said it was a big possibility and that he couldn't do anything about it. But that the investigation was still open. I told him all they had to do was ask XXXX  for surveillance footage of the transaction time and they'd have the true culprit for all the charges. Because all the charges were made during the same timeline of approx 2 hours. And only the XXXX  charge was reverted? That made no sense since it was the same case! I asked the rep I'd like to speak to a manager and he didn't pass me through simply stating there wasn't anything anyone could do since the investigation was done by a separate investigation unit. How bogus does that sound?! 

At this point I feel extremely defeated and let down by my own bank. An institution that should be on my side as their customer and instead is on the side of the criminal letting them get away with their crime, having all the clear evidence they need. This is why I am making this report in hope 's of bringing some justice to the inept Chase fraud investigations. 

I would like my {$120.00} returned to my checking account, as well as the {$150.00} and {$.00} amounts staying in my account and case being closed.

Company response to consumer: Closed with monetary relief