Consumer complaint received 2025-12-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
XXXX XXXX, XXXX I Withdraw {$700.00} for rent from the XXXX XXXX XXXX XXXX, XXXX, IL Chase branch. I notice a charge I dont recognize for XXXX cents. I ask the teller if this is a red flag. I am told that the only option is to shut down the account and to just keep an eye out. 

XXXX XXXX, XXXX At XXXXXXXX XXXX I receive a call from the number XXXX ( XXXX ) XXXX with a caller ID that displays Chase. I am told there was a fraudulent charge to my card and a new one would be sent out. 

At XXXXXXXX XXXX I receive an email from Chase saying they are replacing my Chase Debit card. I didnt open these emails and didnt realize they were sending a card with the same number and pin. I didnt request a replacement card for a damaged card and was under the impression I was receiving a new card due to the fraudulent charges. 

XXXX XXXX, XXXX I make a purchase at XXXX XXXX at XXXX XXXX XXXX XXXX then walk to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. 

While there I receive notification alerts that I have XXXX cents left in my account. Later looking at the alerts it specifies a {$360.00} withdrawal at XXXX, a {$380.00} withdrawal at XXXXXXXX XXXX, a {$260.00} withdrawal at XXXX and a {$98.00} withdrawal at XXXXXXXX XXXX These are the times my alerts were sent to me Im not sure if thats the exact time of the withdrawals. 

Within minutes of seeing the notifications I go to the XXXX XXXX XXXX XXXX Chase branch that less than XXXX block away. I speak with a Chase employee about the charges and am told I cant do anything about them at the moment because they are still pending. I am not sure of the exact time of this meeting but there should be a record of it because she used my card to look up my account. 

I call the chase number XXXX ( XXXX ) XXXX and report the transactions and close the account. I walk to my parents house at XXXX XXXX XXXX, XXXX, IL XXXX to see if the new card had been sent. I get mail sent there because it is usually safer than my apartment. The card that was mailed out isnt there. 

At around XXXX XXXX the XXXX man comes to my parents and says he found an empty envelope with my name on it on XXXX XXXX. He said he delivered it and placed it in the hallway around XXXX. This implies someone broke an entry to steal the envelope with my new card in it. 

I report the card stolen to Chase. 

XXXX XXXX, XXXX I go the Chase branch at XXXX XXXX XXXX XXXX because at some point I am told that by a Chase representative that that is the location of the fraudulent atm withdrawals. I dont have a record of who I spoke with but I was told to activate my identity monitoring on my app. I received an email confirming this from Chase at XXXXXXXX XXXX. I inquire how to get someone to review the atm footage and am informed I need to file a police report to do that. 

The first fraud claim is denied. Since I had my card on me at the time of the fraudulent withdrawals when speaking with the fraud team I told them so. At this point I was not aware that the card stolen from the mail had the same information as the old one. 

XXXX XXXX, XXXX I receive a follow up email from the first Chase employee about my visit to Chase at XXXX and XXXX last Friday XXXX XXXX. 

I call back and inquire if there is a record of me being at that Chase around the time the fraudulent withdrawals were made at the different location hoping that it would prove I wasnt the one making those withdrawals. I am told they can not provide that information. 

XXXX XXXX, XXXX I receive a voicemail from the branch XXXX at XXXX XXXX XXXX XXXX at XXXXXXXX XXXX  says that the case in in reassertion and might take XXXX days. 

XXXX XXXX, XXXX I get a voicemail from the reassertion team but the number caller ID says UNKNOWN. Number is XXXX ( XXXX ) XXXX. Call at XXXX. Go to XXXX and XXXX branch to confirm the call is legitimate. Call back and am informed the claim is denied and closed. 

XXXX XXXX, XXXX Go back to XXXX and XXXX branch and meet with another branch manager.Meeting is at XXXXXXXX XXXX. He calls the fraud team to get info. This is the first time I am informed that the new card that was stolen had the same information as the o

ld one so every time I had previously spoken to the fraud team when they asked me if I always had that card on me they were referring to the card that was stolen from the mail and not the old one which I still have in my possession. I am told to call the number on the back of the card th
e next day and ask to speak to the reassertion team. When I call and request that I am basically yelled at and told that I can not be connected to the reassertion team. And asked if I had new documents.

I upload documents and am denied again without any further explanation

Company response to consumer: Closed with monetary relief