Consumer complaint received 2024-04-30 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: NY

Complaint narrative:
On XX/XX/XXXX, I had my phone and wallet stolen/ lost which contained my Chase Debit Card alongside, XXXX XXXX XXXX cards. Immediately, as I realized my card had been lost I cancelled it, but there was a {$150.00} charge from Macy 's by someone that had used my card. I cancelled my Chase debit card the very same day, and the next morning filed a police report as well. I contacted Chase for a claim on my card as a purchase of {$150.00} at Macy 's had not been done by me. I uploaded the Police Report as well for my supporting claim. They initially, accepted my claim and reversed me {$150.00}. About a month from then, on XX/XX/XXXX, I noticed that they had cancelled my claim and charged my account for the {$150.00}. When I called Chase and inquired about this, they said my claim had been cancelled and as I did not provide evidence with a time-stamp and police reports are not accepted by CHASE. I was appalled as initially the Chase XXXX said nothing of the sort and accepted the police report only for CHASE to tell me a month later they do not accept it as evidence. They asked me to provide evidence of time-stamp iterating I was not present at they Macy 's XXXX the fraudulent transaction took place like a doctor 's note or CCTV footage XXXX me being present somewhere that was not where the transaction took place. A month later, they tell me the evidence I have provided is not enough especially when the XXXX initially accepted the police report and said nothing of the sort that I had to provide more evidence. Furthermore, they claimed that since I had only disputed XXXX transaction for that day they were skeptical. Of course, I would only dispute the transaction that was fradulent and the rest of the transactions when I had my physical card present with me were transactions I approved of. Nothing, from my spending habits would say I spent {$150.00} at Macys in an era where I am financially struggling. As, soon as I found out my card had been stolen/lost I reported it to CHASE and cancelled it. I could not file a claim the same day, as I needed the debit card information to even log in to the telephone portal which was no longer present with me, so they are holding it against me that I filed a claim a few days later when my new debit card was present with me and I could login when it is their own automated system that does not allow to speak with a agent or file a claim until you have debit card login credentials. The worst was now its entirely impossible to find XXXX footage or timestamps for an event that happened a month earlier and the CHASE XXXX should have told me there and then that they do not accept police reports and that different kind of evidence was necessary especially when they reversed me {$150.00} based on the police report. 

XXXX of the most important things, Chase is using as evidence is that there were XXXX card transactions that were undisputed after the debit card charge of {$150.00}. The charges were from XX/XX/XXXX, when I had the card however it was posted to Chases own system on the XXXX thus this, is showing that the debit card transactions happened after, the charge of {$150.00} when clearly they were from the previous day and it was the Chase system that registered it on the XXXX. I have included proof as well regarding this, the transactions posted on my online statement on the XXXX clearly reflect the date XX/XX/XXXX when the transaction took place in their description. This is fraud from chase using bugs in their own system to cheat people off their valid claims.

Company response to consumer: Closed with explanation