Consumer complaint received 2018-08-14 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: IN

Complaint narrative:
I have several business accounts with Chase. On XX/XX/2018 I went to transfer some funds from my business account to my personal account ( also with Chase ). I happened to glance at my client trust account balance and it seemed low. It should have been around 25K and it was around 10K. I immediately called Chase. The rep tried to tell me that I did three phone transfers of $ XXXX each totalling XXXX from the XXXX XXXX acct to my operating account. I have never used the phone system in my life. Further, this should not be allowed to do transfers or activity for trust accounts. These are client funds and should have extra protections. Apparently someone used my pin to conduct these transfers. I called immediately upon discovering something awry. I don't generally check the XXXX account much because it isn't heavily utilized. Also, my operating account didn't look low ( later finding out that because they transferrred XXXX and spent XXXX ... ..it was actually higher than it would have been so I wouldn't have noticed it being low. Long story short, 11 transactions were made at 11 different XXXX stores in the XXXX area ... most were still pending on XX/XX/XXXX when I reported. These were all very large transactions approaching and exceeding {$1000.00}. The transactions are as follows : XXXX {$1300.00} XXXX store XXXX XXXX {$1300.00} store XXXX XXXX {$1300.00} XXXX XXXX/XXXX XXXX XXXX IN XXXX ( from the weekend of XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX store XXXX XXXX is several hours away. I was not in or near XXXX. I was in XXXX and XXXX county Indiana at all times during these transactions. I have never been to a XXXX store. I made transactions in XXXX and XXXX county on the days in question. I am an attorney in Indiana and would not use my business account at 11 different grocery stores let alone downstate. Some of the above amounts are identical. These were all made with my pin and debit card. I never lost my card. I had my card on me. I have not given out my pin or card. I went through the complaint process XX/XX/XXXX via phone. I was told I would have a temp credit 1-2 business days later. I did not get it. I went to the XXXX XXXX XXXX XXXX, IN branch XX/XX/XXXX ( my XXXX ) and worked with a banker who chopped up my card and helped me fill out claim forms and spent time on the phone with the fraud dept. Days later I learned my claims were denied. I finally got someone on the phone to listen who seemed to understand me. She reopened the claim. I went to social media ... and got a msg on XXXX from Chase saying what seemed to be that my reopened claim was also denied. They are saying the charges were legitimate because of use of my pin. Also, a woman who was hard to understand kept saying I was " monitoring '' my account and these transactions and therefore they were valid ... and I waited too long to report. I reported immediately and again because monies had been transferred it was not noticeable that large sums were being taken from my operating account. I don't know if Regulation E pertains to businesses ... but did some research and seems I should be protected from fraudulent transactions. I also filed a police report in XXXX, IN. They didn't seem to pay much attention. I also contacted XXXX corporate. The man seemed to be very concerned and investigating ... .but I can't get a return call. This should absolutely not happen with a trust account. This account sometimes holds hundreds of thousands of client funds. Phone transfers etc. should not be allowed. There should be an alert for large transactions hours away even if debit. I believe my card must have been cloned. In any event, I am out approximately {$11000.00} and Chase is denying my claim. I need help. This is pure fraud. Please help.

Company response to consumer: Closed with monetary relief