Consumer complaint received 2024-10-24 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/XXXX of XXXX. I had received a call from a chase phone number with caller ID that my debit card was compromised, and I had to receive a new card. I had a card from another financial institution that was compromised through a skimmer in XX/XX/year> while on vacation that had to be replaced. I thought this could be in relations to of this. The so-called clerk on the phone requested that I would receive a 1-time pin texted from me and I should read back to them to confirm. I confirmed the one-time pin and my card was requested. Little did I know that this was actually scammers since they we're able to order a debit card and using my phone number and we're able to request a debit card overnight. 

On XX/XX/XXXX, they we're able to go to a XXXX XXXX location in XXXX and withdrew 2 sets of {$300.00} per transaction. They also went to a teller and withdrew {$3900.00}. Because they had my debit card and pin, the branch did not ID the person. Once the transaction was complete, the manager of that branch called me and asked if withdrew {$3900.00}. I said no and he said to go to the nearest branch location and talk to them. I went to a XXXX branch, and I was able to get my 2 transactions of {$300.00} refunded immediately but not the {$3900.00} since the transaction was still pending. I talked to the claims department on the XXXX of XXXX giving them my details of what happened. They said I should get a response within 5 business days. I called a week later asking for a status and they said they would escalate my case, and nothing was needed would receive an answer within 3 business days. I 5 days later and was told by the claims department my claim was denied, I requested to talk to a manager, and he looked deeper and said that my claim needed a verification of my phone provider. I never received any information from chase that requested this information. I sent an email provide by the manager on XX/XX/XXXX to the fraud department with my phone carrier information. I called on the XXXX of XXXX to see what was going on and they said they would get an answer back to me within 2 days. I called XX/XX/XXXX and they said that what I was sent was not correct and needed to send a validation from my phone carrier that my phone number was duplicated ( I tried to get this to no avail ). They said without this my claim would be denied and not reopened without this information. 

I had not received any official correspondence from XXXX requesting information to help with my claim, and when I requested from XXXX to let me know where the debit card was sent, they refused to give me the address where it was sent so I can file it for a police report. The claims department did not even investigate the branch on where it happened to, because I stated to their claims department the branch manager called me to notify me someone withdrew {$3900.00}. The claims department refused to call or interview the branch on where this occurred.

Company response to consumer: Closed with explanation