On Your Side: Getting $1,801.40 refund for couple after credit card number stolen

Kelly Mink and her husband, Roger, got a refund after having to work with Chase through issues. (WSYX/WTTE)

A Circleville couple turned to Six On Your Side after someone stole their credit card number and their long-time bank didn't believe them.

It began with a text alert to Roger Mink's phone from Chase Bank; there was less than twenty dollars in his checking account.

"When he got that alert he was panicked," said his wife Kelly. Roger called her immediately "and said, 'Did you make a purchase for $1801.40 at Walmart'? And I said, 'no'".

Especially not a Walmart in New Jersey. So she filed a dispute with Chase.

"And it was basically like an affidavit you know, certifying that you know I promise that I did not make this charge, fax it back immediately," she said. "And I even called back and said, 'Did you get my fax?' because I was so nervous and worried about it, because that's a lot of money. It was the end of the month, you know, house payment."

Chase promised to respond within 24 hours. Then they said it would be three to five more days. The Minks visited their local Chase branch, but that wasn't any help either. So they made some more calls. Chase kept insisting the Minks had made the purchase.

"They said this was the physical card with the chip and your PIN number and I was so frustrated because I was holding my own card in my hand and I said, 'I can tell you that is not true because I have my card,'" said Kelly.

She eventually spoke to a supervisor.

"He said 'your account is under review.' And the more I asked him questions he said, 'this is gonna be denied.' And then towards the end of the conversation he said, 'this is denied.'

And then, she said, she got the ultimate insult.

"He ended up hanging up on me so that wasn't, that didn't feel good. That wasn't a good thing," she said.

After an email confirmed it all, the Minks reached out to us and we reached out to Chase.

"I got another email that said, 'hey, we've determined that this is a fraudulent charge and we've given you your money back,'" she said. "We're very thankful."

In a statement, Chase said it was "pleased" to help resolve this for the Minks. And in doing so, the bank reversed the previous finding that the card's chip had been used.

After investigating, Chase wrote that the bank was "able to determine the thieves completed the fraudulent transaction using only the magnetic stripe from a fraudulent card."

"And I think that's what hurt the most is that my bank did not believe me and I felt you know, I felt like I was a criminal," said Kelly.

The Minks are grateful they got their money back. But say they can no longer be loyal to Chase. After being Chase customers for 17 years, they've decided to put their money someplace else.

They say it really came down to a bad customer service experience.

The Minks don't know how their card number was compromised.

Experts say you should use your debit card only to get cash from an ATM. You should run it as a credit card the rest of the time. That's the best way to protect yourself from massive losses. They also recommend checking your accounts frequently so you can report fraud quickly if it happens to you.

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