Consumer complaint received 2026-03-04 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 XX/XX/year>, at approximately XXXX XXXX, I visited the Chase Bank branch located on XXXX XXXX in XXXX, New York. I went to the branch to obtain a voided check for my employer so that I could set up direct deposit. I have documentation from my Human Resources department requesting this voided check. When I arrived at the teller, she instructed me to insert my debit card into the card reader using the chip, press cancel, and then remove the card. I followed her instructions. She then provided me with three physical checks that were not voided. I questioned why the checks were not marked " VOID, '' as I had previously received a printed voided check from the bank for similar purposes. The teller informed me that this was the new method they use to provide checks. Trusting the teller 's explanation, I placed the checks into the envelope she provided and left the bank. The following day, XX/XX/year>, I logged into the Chase mobile banking application to deposit my paycheck and noticed several unauthorized ATM withdrawals that had occurred on XX/XX/year>. Specifically, there were XXXX ATM withdrawals totaling {$3900.00} XXXX withdrawals of {$980.00}, XXXX withdrawal of {$700.00}, and one withdrawal of {$300.00} I immediately contacted Chase to report the fraud and returned to the same Chase branch on XXXX XXXX. While inside the branch speaking with Chase customer service by phone to cancel my debit card and file a fraud claim, a bank teller over the counter asked if I needed assistance. After explaining the situation, she looked up the transactions and informed me that the withdrawals occurred at the same branch earlier that day via ATM " phone tap. '' She was able to tell the time was two hours before I was helped at XXXX the card was used. After I called chase bank again another teller was able to tell me the exact time, the following timestamps for the withdrawals : XXXX XXXX - {$980.00} XXXX XXXX - {$980.00} XXXX XXXX - {$980.00} XXXX XXXX - {$300.00} XXXX XXXX - {$700.00} These transactions occurred approximately two hours before my arrival at the branch at XXXX XXXX. l asked to review the security camera footage with a branch manager in order to verify the individual making these withdrawals or if it was an internal job at the bank. I was informed that the manager was not present and that the bank could not review the footage with me. I was instructed to file a police report.I contacted the XXXX Police Department, and officers responded to my home where I provided a detailed statement. I was issued an incident report number : XXXX. The officers advised me to obtain a financial affidavit from Chase and follow up with them when their financial investigation unit returned to duty on Wednesday, XX/XX/year>. Despite repeatedly contacting Chase to provide additional information and follow up on the investigation, I received little information regarding the status of my claim. On XX/XX/year>, Chase informed me that my fraud claim had been denied and the case closed because the transactions allegedly involved the physical debit card and the use of my PIN. However, I explained to the representative that my debit card was in my possession at the time of the transactions and that the transaction records show the withdrawals were made using an ATM phone tap, not the physical card. The representative acknowledged and agreed to this but still stated that the claim would remain closed. I also informed Chase that I had uploaded documentation of the police report and incident number, but I was told there was nothing further they could do unless law enforcement completed their investigation and the request that the case be reopened. I asked whether Chase had reviewed the ATM camera footage or conducted any internal investigation into the incident, including the possibility of compromised card information or other unauthorized access. I was told they could not review the footage and would not provide additional information. My final call with Chase lasted approximately 56 minutes while I attempted to have the claim reopened, but the bank refused to reconsider the case just based on a fact that a pin might have been used. At this time, the funds taken from my account have not been reimbursed, and the claim remains closed despite the fact that I reported the fraud immediately and have provided supporting documentation from law enforcement.

Company response to consumer: Closed with monetary relief