Consumer complaint received 2024-01-24 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/XXXXXXXX I was reviewing my Chase checking account and noticed a pending charge of {$99.00} ( XXXX ) that I did not recognize. After looking up the city and business name ( XXXXXXXX XXXX XXXXXXXX, California ), I realized that this transaction was fraudulent and immediately called Chase to report it. I was very alarmed when the individual on the phone informed me that a PIN had been used and a card swiped, as my debit card never left my possession. I let him know that I did travel from XXXX XXXX to XXXX, CA on XX/XX/XXXX but only made 2 stops ( XXXX and XXXX XXXX ). He assured me that Chase would investigate thoroughly and, in the meantime, reverse the transaction and send me a new card. I was disturbed but had faith that the fraud would be solved. 

I received an online letter from Chase XX/XX/XXXXXXXX  stating that the fraudulent transaction appeared authorized and thus the {$99.00} would be re-debited from my account. Again, I immediately called Chase. The individual on the phone told me that the only reason given to turn down my report was PIN entered he advised me to submit documentation proving that I could not have made the fraudulent transaction. I did as instructed with a paper trail of where I was that day. I also met with banker XXXX XXXX on XX/XX/XXXX at XXXX at Chase Bank on XXXX XXXX XXXX XXXX XXXX XXXX XXXX to alert him of the situation and confirm that my case would be re-reviewed. 

I received further correspondence via letter on XX/XX/XXXX informing me that the fraudulent charge was ( again ) considered authorized and no changes would be made. I again met with XXXX XXXX on XXXX  at XXXX to find out what further steps could be taken. As I discussed with XXXX XXXX, I used my credit card for gas at XXXX XXXX XXXX in XXXX XXXX, CA 1 hour and 35 minutes after the timestamp of the fraudulent charge. This should be proof enough on my end, as this address and the fraudulent charge address are XXXX miles apart. I also pointed out that I drive a XXXX gallon XXXX so would have had no way of purchasing {$99.00} of gasoline. I offered additional proof of all of these factors via any other avenue ; for example, I have several pictures from that day with location on my phone that prove where I was and was not. XXXX XXXX contacted the fraud department ; after speaking with them, he conveyed that Chases only alleged proof that I made the fraudulent transaction is the fact that a card was swiped and the correct PIN entered on the first try. It seems that they refused to review my evidence of my whereabouts that day and consider the case closed. They refused to provide any further evidence or investigation to support their case and will not acknowledge information I provided, despite the fact that the ( authorized ) subsequent credit card transaction at XXXXXXXX  PST should be enough to refute their claim that the fraudulent charge is authorized. I am left with money stolen from my account and no way of knowing how this happened.

Company response to consumer: Closed with explanation