Consumer complaint received 2025-02-25 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: TX

Complaint narrative:
XX/XX/year> I stopped at a XXXX to buy some tobacco for {$6.00} at XXXX ( transaction date ) ( post date on XX/XX/XXXX ) XX/XX/year> later that night around XXXX there were two ATM withdrawals to my card for {$200.00} at one ATM location and another for {$300.00} at another location. 

XX/XX/XXXX in the morning I woke up and noticed these transactions via text alert so I right away locked my then called to get a new card and dispute these charges, while doing so I confirmed my card wasn't in my car where I left it. 

XX/XX/XXXX I told the agent what happened, which is that my card was stolen out of my car or dropped out at the store, and that my pin wasn't on the back of my card or given to anyone. The claim was filed and I was waiting on results. 

XX/XX/XXXX 4 days later it was denied via the app information so I called to find out why in the world it was denied. They said the XXXX transaction was on XX/XX/XXXX for {$6.00} and I explained that's impossible because I had already locked my card and called to have it replaced. I suggested it may have been a " post '' transaction rather than the transaction date so they suggested that I prove it. 

XX/XX/XXXX I sat down and figured out how I could prove myself, when in the first place they would absolutely know the difference in transaction date vs post date but I figured Id help as much as I could. I uploaded Chases text alert proof of the transaction with time and date, I uploaded a literal screenshot of my bank app statement saying " Trans date XX/XX/XXXX, post date XX/XX/XXXX '' I also uploaded the receipt with time and date. I thought everything was going to be okay. I even took it a step further and uploaded my XXXX XXXX  location for that time and date. 

XX/XX/XXXX they denied the reopening of my claim because they said I said I had my pin written on the back on my card, which I denied that and asked to speak to a supervisor because at this point they're making stuff up and changing reasons. I have an app that records phone calls for my line of work so at some point I listed to the conversation and realized they're not being honest. I had been refused a supervisor multiple times, spent about 4 hours back and forth on the phone. Filed a complaint with customer service, he sent me to a claims supervisor and even then they basically said " Because someone used your pin its not on us to help '' and as I explained the whole process to him he said " Sorry to hear that and our agents misinforming you but we can not appeal this or change the outcome '' At this point I've reduced it down to the key points of bad practice, but there was a lot of calls and a lot of giving me the run around. At some point I went to the bank to show them the receipt thinking the bank rep would hold more of an influence on the proof I had but it went nowhere, not because of the bank branch but because the dispute department shuts anyone and everyone down in strategic ways. I've also uploaded about 7 documents. Not once did someone acknowledge the whole situation being off then recommend me to a supervisor to get the situation escalating it was very scripted and vague. A " supervisor '' had even told me its in the Chase Banking/Debt Card agreement that its on me because someone had my pin. I downloaded a PDF of the agreement and did not find that information at all. It did say if I didn't report it within a certain time period that its not longer the banks responsibility to investigate. Which was on page XXXX XXXX XXXX 

I have audio recording of all of it, not intentional but it automatically records every call on my phone.

Company response to consumer: Closed with explanation