Consumer complaint received 2025-05-08 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 Tuesday, XX/XX/year>2025, {$1900.00} was stolen from my Chase checking account. My debit card was in my wallet. I used it at a nearby XXXX ' XXXX before I began my workday. I used it again at a nearby supermarket during my lunchbreak. After arriving in the neighborhood where I live, I tried to use my debit card at a restaurant. It declined. A Chase bank was nearby, so I went in and asked a teller to look into this issue. The teller pulled up my account on her XXXX and said there was no reason for my card to have declined ; she did not see an issue. After arriving home, I pulled up my checking account on my cell phone. There were MULTIPLE withdrawals during the XXXX XXXX hour. As an example of how fast they were happening, over six withdrawals happened in ten minutes. Some were happening less than 30 seconds apart. Chase has refused to refund the money. I have been accused of authorizing the transactions by Chase 's customer service rep. Chase has provided no support for their customer service rep 's accusation. I have been given the run around by being constantly transferred to different customer service reps who each give different answers to the same questions that I pose. Chase opened a claim file on either XX/XX/XXXX or XXXX and closed it by XX/XX/XXXX. There appears to have been no investigation, and no support documents have been provided to me to rationalize the closing of the file. No explanation or support documents have been provided to rationalize Chase 's decision not to refund my stolen money. There is no name or contact information for a claim adjuster, just a letter stating I authorized the transactions. It's signed something to the effect of " Chase Claims Department ''. It is here I should mention that Chase quietly slid an " update '' letter into my online account inbox. It is dated for XX/XX/scrub> 2025 ( the date AFTER my account was scammed ). The letter advises that I updated my address to an apartment building that I have never lived or worked on XX/XX/year>2025. This is mail fraud - a federal crime. Chase has chosen not to look into this. Now that this incident has occurred Chase says the fraudulent address is not associated with my account. I've never heard of a scammer boldly and blatantly putting their address on file with a financial institution before using it to commit fraud, then remembering to call customer service back to change the address back to the victim 's correct address. Interesting. Chase appears to have chosen not to look into this. Chase sent a letter to my online account when the scammer changed my address to theirs ; it appears address updates are something that generate letters from Chase. My address was changed back to my correct address. Where is my letter from Chase advising that my address was, once again, updated? Did someone override or prevent that letter from being sent to my online account? How would someone unfamiliar with Chase 's operations know or care? Chase appears to have chosen not to look into this. A bit more digging revealed that Chase assessed a {$5.00} charge to my bank account to issue me a new debit card because there was allegedly an issue with my debit card. This was a lie and part of the scam. The Chase employee who processed this new debit card request never seemed to have questioned the fact that the card that was being reported as damaged was still being actively used. Chase has not explained how someone requested a new card connected to my account on XX/XX/XXXX and had the card in their hand before noon on XX/XX/XXXX. My account was already being drained a little after XXXX. Quick turnaround. Was this an inside job? Chase does not appear to have chosen to look into this. Further all of the transactions, except a few happened on-camera inside of a Chase bank. Chase does not seem to have looked into this. Two of the transactions included depositing two checks from people I've never heard of before. The checks were written to two businesses I have never heard of before. The checks were deposited at the same Chase bank that the fraudulent withdrawals occurred - at the same time the withdrawals were happening. Chase has copies of the front and back of both checks. Chase appears to have chosen not to look into this. Chase has no explanation for how I am on camera at a XXXX XXXX XXXX and a supermarket using my card and on camera at work- all in a different part of town - while someone in a different part of town is on a Chase owned and operated camera withdrawing my money. Chase has the ability to look into the address provided to them as my " new address '', the ability to look into the telephone number the scammer called from when they lied and said my debit card was damaged, the ability to look into the checks deposited into my account, the ability to review their own surveillance cameras at Chase bank where all of this took place. Instead, Chase has chosen ( despite all of this ) to have their customer service reps tell me this entire ordeal is my fault. Deflecting from the fact that the proximate cause of this entire matter is Chase issuing a card to a scammer the day before this incident occurred. It gives the appearance that Chase is simultaneously saying the amount of money I lost because of its negligent hiring and/or negligent supervision and/or negligent retention is not worth their time or energy.. but also, Chase is going to fight tooth and nail to not refund it, even if it means aligning itself ( a financial institution ) with a financial scammer. In that since, I've now been defrauded twice.

Company response to consumer: Closed with explanation