Chase Bank Tells me that I'm the one who actually stole from my account Columbus Ohio

Last Friday night I made a $20 withdrawal from a Chase Bank ATM and left without taking my card out of the machine. I realized this about an hour later and canceled my card immediately the next morning. I checked my account balance on Monday morning and noticed that a $400 withdrawal was immediately taken out after my initial $20. I did not make the $400 withdrawal and notified the bank ASAP. I confirmed with both phone support and my local branch and the both told me that I would be credited $400 within 48 hours.

48 hours passed and nothing happened. I called phone support and they told me that my claim had been denied and there was nothing I could do. I went into my local branch (which coincidentally was where I had the $400 taken from them ATM) and they gave me the number of the executive office in order to get my case escalated. After explaining my situation to the executive office, I was told that I would be given a response in 24-48 hours.

What happens then completely confounds me. I was called back and informed that I had made both the $20 and $400 transactions and that video surveillance confirmed it. I asked how they would even know what I looked like and they told me that the same person made both transactions. I asked them to describe that person and was told that they could not do that. I asked to see the footage of me supposedly making both transactions and was told that I was not allowed to view it. I was then told that the matter was closed and absolutely nothing could be done. I was told, almost in a mocking tone, that if I wanted anything to be done that I needed to hire a lawyer.

My frustration is that two different Chase Bank representatives told me that I would be refunded my money. What really confuses and angers me is that they said they can prove that I made both transactions, but won't share that information with me. I know that I did not remove $400 dollars. I'm their customer, yet they are treating me like an enemy who is guilty until proven innocent.

I will be closing my Chase account ASAP.

Anonymous
Columbus, Ohio
U.S.A.