Consumer complaint received 2025-03-06 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: CT

Complaint narrative:
On Friday XX/XX/XXXX, I received an alert from Chase Bank that I had requested a replacement debit card for a damaged and lost card, which would be mailed to me. I did not make this request and was alarmed, so I immediately called Chase to inquire as to why this had happened. Chase Support told me that nothing was wrong and that there was no action to be taken. As such, I did nothing. 

On Monday XX/XX/XXXX, I received a second alert again notifying me of a request I made to get a replacement card, which again I did not make. I promptly reviewed my email accounts and passwords and changed my Chase account password.

Before I could notify Chase or speak to a representative again, I got an alert XXXX  XX/XX/XXXX that someone had made a {$440.00} withdrawal at an ATM outside of the Chase local branch ( XXXX XXXX XXXX XXXX, XXXX, CT ), and that someone had also both a ) transferred all of the money in my savings to my checking and then withdrew {$900.00} additional dollars inside the bank from the teller without providing any evidence of identification. 

I tried to call the local Chase Bank about 17 times to no avail, as no one picked up the phone. I promptly called Chase 's fraud department, who successfully refunded me on the fraudulent {$440.00} ATM withdrawal but stated I needed to speak to someone at the local branch or call a different number to handle the {$900.00} in-person withdrawal. 

I promptly drove to the branch and notified the bank of the fraudulent transfer. They noted that the criminal had my debit PIN, debit card number, and likely an actual physical card in his possession. I did not lose my debit card and have it in my safe possession, so this is impossible unless the thief was able to gain access to my card via Chase 's automated replacement card service.

The scheme appears to be that a criminal, who through data breaches or otherwise gains access to a debit card number and pin, will abuse Chase 's automatic debit card replacement service. They call the automated number and, without ever providing appropriate proof of identity ( ID, social security number, or even access to my chase account name or password ), are able to have Chase automatically send out debit cards in my name. The criminal then takes these cards either from the mail of the victim or has the cards delivered to a different address, then goes in person with the valid card to withdraw money.

I am extremely alarmed and disappointed at Chase 's poor customer service, poor fraud protection, and relative ease with which the criminal was able to commit this crime. They appear to have had 0 access to my social security number, no fake ID, and no access to my actual username/password. Despite this, they managed to withdraw thousands of dollars from my account. To date, Chase has sent me a letter denying my claim of fraud and stating that " The matter is resolved. '' This matter is not resolved. If I do not get my money back, I plan on filing a lawsuit in small claims court to be made whole for the fraudulent loss that was perpetrated through their extremely lax security. 

I have been a customer for XXXX years with Chase , and I plan on fully closing down all my Chase accounts. My family and friends have also been made aware of how poor Chase 's fraud protection services are and are also planning on closing their accounts.

Company response to consumer: Closed with monetary relief