Consumer complaint received 2025-04-27 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: TX

Complaint narrative:
XX/XX/2025 : Received call ( caller ID read : " Chase Bank '' ). Caller stated they were from the fraud department at Chase bank. They said my card ending in " XXXX '' was detected as being used in a XXXX  XXXX and asked if it was me. I replied " no '' I am at home in XXXX. I told the caller I had no idea how my card or card number could be in someone else 's hands. They said they were alerted because the card transaction was denied 3 times. They told me to destroy my card, as it was compromised and that a new card would straightway be issued to me. I complied and destroyed my card immediately. 
They told me a new pinn was being issued to me " XXXX '' in case I needed to make any transactions in the meantime. They said they would call me back on XX/XX/2025 to help me set up a fraud alert on my account. 
XX/XX/2025 : I Received a call from the same individual. Caller ID once again reading " Chase Bank ''. They proceeded to review the fraud alert set up process and asked if I would like to receive texts in the event that a future fraud was committed on my account. I answered yes. They then mentioned the temporary pinn I received on XX/XX/2025 and said they would need to cancel my old pinn and asked me to provide it, which I did. 

XX/XX/2025 : I was checking my balance and noticed the following transactions : 1 ) : {$5.00} " card replacement fee '' on XX/XX/2025 XXXX ) : " other '' withdrawal of {$3300.00} on XX/XX/2025 XXXX ) : " ATM '' withdrawal of {$120.00} on XX/XX/2025 I immediately called the Chase Fraud department and reported the fraudulent charges and withdrawals. The Chase fraud dept instructed me to go to my local bank when it opened, which I did at XXXX XXXX. I went to the XXXX Chase location on XXXXXXXX XXXX XXXX XXXX XXXXXXXX. The Chase relationship banker invited me to their office. I reviewed all that had transpired as mentioned above. The relationship banker said I had very little hope of getting reimbursed for this fraud. They then called the fraud department, and our communications morphed into a three-way conference call. We went through all the details as described above. I was once again told it was very unlikely that I would be reimbursed as I disclosed my pinn inadvertently. I mentioned that it would be easy to recognize on the film footage it was not me engaged in the ATM or " other '' transactions totaling {$3400.00}. I also mentioned that the scammer ordered a debit card on my account and evidently received and used the errantly issed card to commit the fraud. The fraud department employee said it was again very unlikely I would be reimbursed. As our conversation continued, and prior to my departure they ( the relationship banker and the fraud department employee ) placed the {$5.00} fee for the ATM card replacement and the {$120.00} ATM fraudulent withdrawal back in a new account that was created and said they would investigate both the {$120.00} and {$3300.00} withdrawal for evidence of fraud. I once more asked if they could review the film footage and they said they seldom use film footage. The 2-hour meeting concluded with the promise of an investigation and very little hope of reimbursement. They requested I be patient as the fraud was investigated. I was told it would take 3 to 5 business days and perhaps longer possibly stretching to 10 business days or longer.

Company response to consumer: Closed with explanation