Consumer complaint received 2022-05-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX claim numbr : XXXX and also Claim numbr : XXXX Dear Sir/Madame, Around XXXX of XXXX, I noticed authorized activities clearing funds from my business checking account at Chase Bank I visited the main branch on XXXX XXXX in XXXX, Ca and reported the charges as unauthorized and was told that they will investigate and get back to me Later, I noticed additional unauthorized amounts also clearing the account between XXXX through end of XXXX Again, I walked in to the bank and waited for approx 45 min in order to speak with a banker, who in return told me he'll need to have my account representative reach out to me in order to rectify the issue Sometimes in XX/XX/XXXX, additional unauthorize, and this time, charges also cleared the account, leaving me no choice but to contact a legal office who suggested I place a written complaint, this time On XX/XX/XXXX, I contacted Chase bank fraud department and provided them both via telephone and in writing details of these transactions which now totaled over {$43000.00} ; I was very cleared when speaking with chase rep that I had previosuly reported these charges to the Bank in person, and reported them as un-authorized/fraudulent. 
I was asked to go to the bank again, and to provide the bank the written detailed transaction sheet which I had prepared ; that included all amounts, dates of transactions, to who these online transactions were made to, etc. 
I was asked to have the bank representative fax them a copy since apparently they cant receive a fax directly from me. I was asked to wait for them to investigate the matter and write me back. I was also suggeted to close the account and reopen another one and to link them together I went in to the bank that same day I contacted the Fraud department several times the following weeks for updates. 

As of XX/XX/XXXX ( through end of Chase ), Chase started writing me to say they have investigated the charges reported, and will not be crediting back my account ; each of the letters referred to one or more of the reported unauthorized transactions, The reasons they provided for their decision were ALL UNCLEAR and did not provide details of the investigation they claim they had done and concluded ; Here are some examples of what they wrote : A ) In the denial letter dated XX/XX/XXXX, chase wrote : " We researched the transaction you reported and we are unable to credit because the transaction occurred more than 60 days ago, which was XX/XX/XXXX '' Please note I was at the bank since XXXX of XXXX reporting these charges, as well as provided a written detailed report on XX/XX/XXXX. which is " LESS THAN DAYS ' IF TRANSACTION HAPPENED ON XX/XX/XXXX AND WAS REPORTED AS FRAUD ON XX/XX/XXXX I called the fraud line and asked about this logic, and the representative said " OH, I see, I am not sure why the they declined it, so I suggest you contact you main branch!! '' '' '' SaME ROLLER COASTER, AGAIN B ) Denial Letter from chase dated XX/XX/XXXX fails to properly address the " finding of the investigation '' : We found the transaction was processed according to the information you provided or was authorized " Please note that I TOLD/WROTE MANY MANY TIMES, that I NOR OR known processed or authorized these transactions!! So what does this mean and how did they determine that the transaction " WAS INDEED " authorized, they couldnt tell me when I called AGAIN! 
C ) Another denial letter dated XX/XX/XXXX : NO CLEAR response was provided ; the letter read : Thank you for requeint thge information we used to deny all or part of your claim. We researched the disputed transaction ( s ) carefully and denied your claim based on the results : CLAIM WAS DENIED BASED ON INFORMATION WE HAD AVAILABLE TO US IN OUR INVESTIGATION ; YOUR CLAIM WAS DENIED BASED UPON A REVIEW OF ACCOUNT ACTIVITY '' Dear Sir/Madame : " What exactly does " DENIED BASED UPON A REVIEW OF ACCOUNT ACITIVITY '' means? From my point of view : I see this : I noticed a transaction for an amount I did not recognize or authorize ; I claimed it as such and asked them to investigate it and credit my account ; I asked what safety procedures/measures/software/etc. Chase use in order to protect the funds in the consumer accounts, they couldn't answer. I asked what measures they took to investigate, they couldn't answer In addition to all the above, I was provided " IN WRITING '' the names of the people the Funds went to ; Here are the details : Funds Details reported as fraudulent/unauthorized : Date of transaction : Drawn by ( Institution ) To Account name : Amount XX/XX/XXXX XXXX XXXX XXXX {$1800.00} XX/XX/XXXX XXXX XXXX XXXX {$1500.00} XX/XX/XXXX XXXX XXXX XXXX {$300.00} XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX$1700.00} XX/XX/XXXX XXXX XXXX {$1700.00} XX/XX/XXXX XXXX XXXX {$3000.00} XX/XX/XXXX XXXX XXXX {$4900.00} XX/XX/XXXX XXXX XXXX {$6500.00} XX/XX/XXXX XXXX XXXX {$4200.00} XX/XX/XXXX XXXX XXXX {$13000.00} XX/XX/XXXX XXXX XXXX {$3100.00} These above charges were provided to Chase and reported as unathorized/Fraudulent Chase online banking and later their representative, as well as the denial letters they mailed me, ALL included the names of the institutions and or names of people to who's accounts the funds, my busness 's funds, credited their accounts I do not know these people ; I do not have any knowledge as to how they were able to even have access to my account, and to 'SUCCESSFULLY BE ABLE TO PAY THEIR BILLS " ALL THAT EASY!!!!! 
Afterall, If I am to use my online system to make a payment, I have to enter a code, a passcode, a proper email address, a physical zipcode and phone number, and sometimes more, just so I can make a transactation successfully!! 
How is it that these people were able to make these transactions successfully???? 
And since Chase is the ONE TO PROVIDE ME with the institutions names and peoples name, and address to some of them, why DIDNT CHASE GO AFTER THESE PEOPLE OR INSTITUTION!! 
I reported the claims in less than 60 days from the date of the transaction, per their policy I contacted all the above institutions and reported these transactions as fraud : these institutions all instructed me to contact Chase so they can reverse the charges if indeed inaccurate Or un- authorized. 
These institutions promised they will handle this issue gladly,!! < but Chase must contact them, they can do it with me, since Chase is the creditor in this situation and not me!

So I kept on calling Chase and asked if I can speak with their investigation department inn order to obtain answers and updates on how they performed their investigations, and whether they contacted these institutions and attempted to get my money back ; I was told they don't have a way to that department!! 

So I continued my research, and I was told to speak with XXXXhase Division manager ; I did ; Spoke to him on the phone, and he greatly sympathized with me but apologized saying " I am not involved in this kind of matters, but I will write the executive office and ask they call you " Indeed he did Two weeks later, I received a call from Chase executive office, and which I sadly couldn't answer ; the person left a name and number, to which I called three times within one week and left three voice mails asking for a return call, and so far, nothing!! 
It is very sad to say that it is very clear that Chase does not care nor have interest to provide me with a valid reason or clarification to this matter On XX/XX/XXXX, Chase credited my account for two sums : 1- {$1800.00} 2- {$13000.00} On XX/XX/XXXX, Chase REVERESED the credited amount of {$1800.00} and left the {$13000.00} in the account I called and questioned their action, both credit and debit, and again, they were unable to give me a clear answer So I write to you today, with great hope that you would have the will and interest to steer their will in fairly handling this situation ; In truly and fairly act as the holder of my business assets, to which we need ever so much these hard days, and which we worked so hard for ; I hope that you would look into this matter seriously and unlike what Chase did and to give this issue a fair resolution and to hopefully be able to get me the answer and results I deserve thank you XXXX XXXX XXXX XXXX ( XXXX ) XXXX Direct line

Company response to consumer: Closed with explanation