Consumer complaint received 2024-11-06 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: IL

Complaint narrative:
On XX/XX/year> I had been out of state and noticed some fraud charges on my account. I immediately contacted Chase bank. I informed them these transactions of {$220.00}, {$170.00} and {$160.00} at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX' was not me. A claim was started and the credits were added to my account. The weekend goes by and I return to the state of Illinois on XX/XX/year>. I head to a local chase bank to receive statements and paperwork on my claim so that I XXXX start a police report with local authorities. The teller informs me that there is no record of the fraud transactions, my credits or the claim report. She tells me whatever the bank did everything is gone, no evidence. Tuesday XX/XX/XXXX I log into my chase account and my account is now negative. The fraud transactions have posted and my credits from Chase are no longer in my account. I call and speak to a representative. This representative informs me that my credits have been approved and will post by the end of business day. At this point I am confused as to why my credits had been removed from my account. Especially considering I am being told they have been approved. I also requested my statements and I was informed they have no email system for this and the statements will be mailed. This delayed the process of me beginning a report with local authorities. On Wednesday morning XX/XX/XXXX my account is still negative and getting overdrafts fees. Once again I call and speak to a representative. I was told by this lady that yes I was approved for the credits and for sure it will post at the end of business day. She had no doubts when I questioned it and I had concerns due to being told this the previous day. Come end of the day my account is still in the negative and I have yet to receive any credits.I call Chase customer service again and this time I am told my claim was denied. That in fact these transactions are confirmed to be accurate. This made no sense to me. I couldnt understand what investigation was done in such a short period of time to get to this conclusion and why I was given a run around. I was not in the same state, I have never given anyone my card informtion or shared it. This was fraud. At this point I have my uncle call and speak on my behalf with another representative becasue at this time I'm feeling helpless and not being treated accordingly. My uncle as well informs them I am a victum of fraud and explains what has been going on. This representative adviced us to sumbit any documents or police reports to help my claim. She herself did not understand why the claim had been denied. Several days later I submit a police report number and the officers email. I call again on XX/XX/XXXX and speak to a claims supervisor. This lady ask to hear my side and everything and I did just so. She then informs me that my claim had been denied due to the form of the transactions.Yet again, I was confused and baffled. When you look at the form of the transactions they are made through online, email or phone. Clearly fraud and I explain to her how anytime I have used this merchant it was always " in person '' and that is stated on any previous receipts of mine. I also explained to her how I was in another state and my account transactions prove that. These transactions are through XXXX service of scan and go, a service provided in store. She also told me that i needed to go through the merchant. Chase has not helped me or protected me throughout all this. Despite my evidence and attempts to reach out many times they continue to leave me stranded with the matter. Submitting documents and a police report has not shown any care on their end. I constantly was given a run around and false information by representatives.

Company response to consumer: Closed with explanation