Consumer complaint received 2025-05-18 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:
On XX/XX/XXXX I checked my bank account online and noticed, at that time 1 unauthorized ATM transaction. I then locked my card to prevent further use. I attempted to report fraud online but was unable. 
On XX/XX/XXXX I went into the bank branch with the assistance of the bank employee I was able to open a new account, he printed my statements from XXXX to current. He also called the fraud department so that I can make a report. At that time i made the initial fraud claim consisting of a 8 non-chase ATM transactions that were not authorized. I told the person on the phone that I wanted to make a police report and that I will ( by looking at my statements ) be adding additional transactions to the claim. The person on the phone stated for me not to make a police report until I speak to the investigator that gets assigned to my claim, and at that time I can add additional transactions. 
About 7 days later I went into another bank branch for assistance because I had not been contacted by any investigator. The branch manager phoned the claims department to follow up for me and was told that the claim was denied due to the fact that the physical card and pin number were used for the transactions. I was very upset because I did not authorize these transactions and after reviewing my statements there were several other transactions, I also had spoken to the store manager at the XXXX store that the 8 initial transactions on that claim were made and she was able to identify who made those transaction 's, I also went to the smoke shop that 5 of the 6 additional transactions were made and was able to verify that it in fact was not me. I also wrote up a statement as to my whereabouts during the time of each transaction, with the majority of them being made while I was working in another city about 45 minutes away or sleeping because I work the night shift. I was further upset because I waited to make a police report because they told me to speak to the fraud investigator first. The branch manager had requested that the claim be reopened for additional review. when I left the bank I again placed a call to the claims department to add the additional transactions and had to open 2 new claims now with a total of 3 claims totaling the amount of {$800.00}, {$570.00} and {$100.00} plus an additional {$3.00} chase fee per transaction which is {$42.00}. 
Since that day I have been back and forth with them arguing about the claims being denied. I filed a police report and gave them that information as will of which that case is currently being investigated by the XXXX and the XXXX XXXX XXXX XXXX, for a felony theft. Each time I have spoken with the bank I had asked for documentation on the so called investigation and was denied, they also stated that since I had possession of the ATM card that it doesn't matter if I did not authorize them or not, I should have paid better attention to my belongings. As a result of this person stealing from me and Chase Bank also taking my money I am currently in the eviction process due to unpain rent.

Company response to consumer: Closed with explanation