Consumer complaint received 2025-08-23 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:
I discovered on Sunday, XX/XX/XXXX that someone had been making fraudulent charges via XXXX using my card information starting on XX/XX/XXXX. The total amount stolen is {$59000.00}. Because it was Sunday, I originally thought that I would not be able to get Chase on the phone, so I first tried to call the merchant, XXXX. I haven't used XXXX since XXXX for XXXX XXXX so I didn't have the app on my phone. The only phone number I could find was for driver support, not customers, but I called it anyway just to try and get in contact with a human. I called the driver number probably around 4-5 times, and each time that the person found out I wasn't a driver, they either hung up on me, or repeatedly gave me a scripted response saying that customer service is only available through the app. So then I just tried calling Chase to see if I could work it out with them. They began a fraud investigation as they usually do in these situations, and I was given a temporary credit of around {$15000.00}. Upon the conclusion of their investigation, they told me they found no signs of fraud. I was shocked by this given the number of charges, the frequency of them, and the total amount stolen, so I called them. They told me that XXXX took into account delayed reporting on my end as well as the fact that apparently this person used my PIN number to make some of these transactions. They refused to help me further. So I reluctantly re-downloaded the XXXX app and reached out to their customer service. Their customer service is apparently run by XXXX, so I was sent around and around in circles, but eventually they had me fill out an XXXX Identity Theft Affidavit. Part of that affidavit was submitting a police report, so I submitted a police report with the XXXX. A few months later a detective reached out to me from the XXXX and we began looking into things. XXXX XXXX was able to eventually get in touch with a cybersecurity worker at XXXX who sent him records of the over XXXX charges, and told him that this person was doing this from New York/New Jersey . I have never been to New York or New Jersey. I live in XXXX, and I know that at the very least there are XXXX  charges made by me during that time period for rides in XXXX. How can I be in New York/New Jersey and in XXXX at the same time? And when would someone need their debit card PIN number to use XXXX? Due to the crime occurring in New York/New Jersey , the detective told me that it fell outside of his jurisdiction and he forwarded my case to the XXXX. He said they may or may not follow up with me in either XX/XX/XXXX or early XXXX, and emphasized they might not because the person stopped using my card ( because I shut the card down ). I gave the XXXX ample time to reach out, hoping that they would follow up with me and this very obviously wrong situation would be much more straightforward than it has turned out to be. No one is helping me. I need these funds back to live. I am approximately five months away from being completely broke as a XXXX user in XXXX because a wrong hasn't been righted. I am begging you to help me see that justice is served in my situation. I've attached my police report and letters that Chase Bank posted to my account over the course of their fraud investigation ( which contain the fraudulent charges ). I tried to upload the screenshots of the fraudulent charges themselves from my account view, but it appears that doing so would exceed the file limit.

Company response to consumer: Closed with explanation