Consumer complaint received 2024-01-18 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/2023, four transactions totaling {$570.00} ( {$210.00}, {$120.00}, {$130.00}, and {$96.00} ) were taken from my college account. Each transaction had the description of XXXX XXXX XXXX XXXX. After seeing the XX/XX/2023 transactions, I immediately called Chase Bank and reported the fraudulent activity. Chase indicated the fraudulent transactions and reversed them, putting the money back into my account. 
On XX/XX/XXXX, without warning, Chase reversed the reversal, taking the money back out of my account and creating a negative balance. I called to ask why they did this, and they said it was because of insufficient evidence. 
I then provided evidence of the fraud : screenshots of a scam message that I believed accessed my card information, as well as a notification sent by Chase that I had not previously seen, stating that my card had been added to an Apple wallet. On XX/XX/XXXX, Chase called me to say that my reversal appeal had been denied due to inconsistencies. 
I requested an explanation of the inconsistencies and was told they could not explain it to me. I asked who made that decision, and they told me the BACKROOM. I then requested to speak to the BACKROOM to discuss the inconsistencies and was told I was not allowed to speak with them. 
They also stated that only one phone was registered on their system. This directly conflicts with the text message sent by Chase stating my information was added to another phone. I asked what system was providing information that there was only one phone with my debit card on XXXX XXXX ( XXXX  or Chase ), and they stated that only the people in the BACKROOM had that information. They said no when I asked to speak with them or if they could ask on my behalf. I received the same results when I went to a bank branch to discuss my case. 
With my reversal claim closed and my account still in the negatives, I was forced to pay the balance to avoid further overdraft fees. Im now at college without an active bank account. 
Chase Banks policy states : Purchases made with your Chase credit, debit, and/or Chase Liquid cards have Chase Zero Liability Protection for any unauthorized card transactions. This means you wont pay for any unauthorized transactions as long as they are reported promptly.

Chase stated my debit card was only active on my XXXX XXXX, even though the notification to add the card to a new device conflicts with their statements. Further, since I had just registered my card on XXXX XXXX on my phone on XX/XX/2023, I would not have had to register the same card on the same phone again. 
Per Chases Zero Liability Protection, I promptly reported the fraudulent transactions the day I saw them ( XX/XX/2023, the day after they were posted ( XX/XX/2023 ). 
Chase is obstructing my ability to support my fraud case through their unwillingness to explain and discuss the reason for reversing and denying the fraud case, explain what they deem to be inconsistencies and refuse access to those in the BACKROOM who are allegedly making such decisions. 
Despite being aware of ongoing XXXX XXXX scams against their customers, Chase continues to deny fraud claims without supporting such decisions.

Company response to consumer: Closed with monetary relief