Consumer complaint received 2024-05-22 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: OH

Complaint narrative:
XXXX - Receive email at XXXX XXXX  that I requested a replacement debit or ATM card that I did not place. 

XXXX - Place call to XXXX to report that I was not the one to request the card, we updated my password and my personal login ( attached to the debit card being requested ) was supposed to be XXXX. 

XXXX - Receive email at XXXX XXXX  that I requested a replacement debit or ATM card that I did not place. 

XXXX - Place another call to XXXX to report that I did not request a replacement card. Was informed that there was an IP address in XXXX that was logged onto the account. Customer service rep manually kicked off all devices and I had to re-login in with a new username and another new password. 

XXXX - Receive text at XXXX XXXX  trying to confirm my identity with OTP code ( around the time of activity that fraudulent withdraws were being made from local branch ATM 's ) XXXX - Receive text at XXXX XXXX  that my account balance for personal checking has dropped below {$50.00}. 

XXXX - Place call to chase to report the fraudulent ATM withdraws on that account. There are XXXX. XXXX for {$400.00} and another for {$40.00}. There is also a XXXX transfer for {$700.00}. 

XXXX - Money is being transferred between all XXXX of my accounts ( personal checking & savings and my business checking & savings ) which we did not realize quite what was happening while I was on the phone with them. Tried to make claims about the money being moved but the representative on the phone was unhelpful and eventually went into branch to try to get it sorted out. Around XXXX. 

XXXX - Receive voicemail from XXXX at XXXX in XXXX XXXX XXXX XXXX XXXX ) at XXXX trying to confirm transaction attempted at branch ( XXXX of the fraud ATM withdrawals ). 

XXXX - While at the XXXX branch, we change my PIN number and get XXXX new account numbers for all of the accounts affected by the fraud. We determine money was moving between accounts. XXXX XXXX ( XXXX Banking ) filed a complaint escalation report for the lack of help despite my multiple attempts up to this point to prevent the fraud from occurring. 

XXXX - How money was transferred and withdrawn between my XXXX accounts with XXXX. 

{$700.00} withdrawn from personal checking to my business checking {$800.00} withdrawn from business checking to personal savings {$25.00} withdrawn from business checking to business savings {$200.00} withdrawn from business savings to personal savings {$220.00} ATM withdrawal from personal savings {$800.00} electronic withdrawal from personal savings ( claim already approved and resolved ) XXXX - Filed police report with the city of XXXX per the recommendation of XXXX XXXX at XXXX branch to subpoena the footage of the ATMs at both the XXXX XXXX XXXX XXXX XXXX branches where the transactions occurred. Report # XXXX. XXXX XXXX handling the case. 

XXXX - Called XXXX to submit claims for the {$220.00} ATM withdraw and {$800.00} electronic withdraw out of my personal savings that had not yet been filed, due to confusion of money transferring. 

XXXX - Notified by XXXX that my claims for the {$440.00} on my personal checking and {$220.00} on my personal savings were denied. 

XXXX - Went into XXXX branch to escalate claim denial after calling XXXX claims department again with no help from them. Spoke with private client banker XXXX XXXX. The claims were reopened to be investigated again within XXXX business days. Talked with a member of the claims team while in branch explaining the situation with dates and the fact that there were physical cards that were ordered that I did not have in my possession that could have been used for the transactions. Believed that along with all the notes tracking fraud activity the previous week in my account would be enough. 

XXXX - Notified by XXXX that my {$800.00} withdrawal claim was approved. 

XXXX - {$440.00} withdrawn from my personal checking by XXXX and {$220.00} withdrawn from my personal savings by XXXX. Called disputes/claims again to escalate the case because all of the claimed ATM transactions are fraud and were not done by me. 

XXXX - Sent email to XXXX XXXX and XXXX XXXX regarding the situation and submitted email request for copy of my police report. 

XXXX - Received phone call from XXXX XXXX and we spoke to claims to escalate the case, was instructed it had been sent to the right people and to wait XXXX business days. 

XXXX - Received call from XXXX XXXX XXXX handling my case, was informed he would be writing the subpoena next week and sent email with pertinent details regarding times the fraud at the ATMs/banks occurred. 

XXXX - Received another call from XXXX XXXX informing me the claims rep we were talking to on Thursday that ensured the claim was in the right folder, has put it in the wrong folder. He faxed it to them again and received confirmation they got it at XXXX. He said he would call back again Wednesday and that there is nothing I can do in the mean time. 

XXXX - @ XXXX received voicemail from fraud department trying to verify activity on my XXXX XXXX credit card. 

XXXX - Called fraud department back and was informed that someone had tried to call in to gain access to my account but was unable to verify my verbal password. 

XXXX - Spoke with XXXX XXXX to ensure that the documentation for my claim was property submitted to both claim numbers. 

XXXX - Received notification from XXXX that both of my claims where denied once again. 

XXXX - XXXX XXXX called me to inform me that he had not received any response from XXXX for his subpoena of the ATM footage from the banks. 

XXXX - Spoke with XXXX XXXX who had spoken with the claims department. Informed me that they told him it was denied because of the physical card and pin used, the proximity to my home address, and that the documentation ( including the police report ) that was submitted was not pertinent to the claim. 

XXXX - Called XXXX XXXX XXXX to try to verify the address that the subpoena should be sent to in coordination with XXXX XXXX. Was informed that they would not give me that over the phone and that the detective on the case would have to call their number. Left voicemail for detective informing them of what I was told.

Company response to consumer: Closed with explanation