Consumer complaint received 2022-12-28
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Please note that the following statement is in reference to Chase Bank Checking Account # XXXX. I XXXX XXXX XXXX, am the owner of this account. I look forward to the help provided by this entity! 

My purse, including my wallet containing identification, social security card, birth certificate, Chase Bank card and another bank card, was stolen days before I was XXXX  in XXXX XXXX XX/XX/XXXX. A few check deposits were made into my Chase acct by my mother who had power of attorney for me. When I was XXXX  I expected to have this money in my account but turned out to not be the case. I immediately contacted Chase Bank to inform them that these transactions were not made by me and also dispute every transaction that had been made on my account from XXXX XXXX. A provisional credit was applied to my account on XX/XX/XXXX in the amount of {$110.00} for the disputes filed on XX/XX/XXXX. A few days later the status of my claim showed denied and closed. Immediately I called and spoke with Chase Bank asking the reason for a denial. The representative was extremely rude and accused me of lying. He informed me that the decision was made because not every transaction was filed under one dispute claim and that there were others during the that time frame that were not disputed at all therefore my claim was inaccurate. Transactions that were not disputed were fault on Chase Banks end because I did tell the very first representative I spoke to about all of this and that every transaction from this date to this date were not done by me, which I explained to the guy. He did nothing but continue to argue with me and state I was lying. I asked for his name and Id and to please speak with a supervisor. He hung up on me. I was extremely frustrated at this point and called Chase Bank to resolve this issue and explain things to hopefully a representative that could and would help. I was told the same thing by every representative and was denied the opportunity to reopen the claims. On XX/XX/XXXX a dispute was made on the remaining transactions that had been left out. The representative was very helpful and told me if I had any documentation to support these disputes fax it in 3 separate times for each dispute and that this issue would be resolved. I faxed in a cover letter including name and dispute number along with the county letter starting XXXX  dates. I called on Monday this week and the representative was very helpful!! She said the documents hadnt been applied to disputes yet to check back in a few days to confirm. She also said that she didnt know why he claim for {$2100.00} was closed out because no investigation showed to be completed fully on it and it seemed to her that whomever chose to denied the {$79.00} claim for inconsistent information automatically applied that it the first claim as well but not to worry because the supporting documentation would give enough evidence to reopen and resolved as they should have in the beginning. I called back again on Thursday to check the status of my claims only to be told the same thing I had been told about the reasoning for denial, etc., my dispute claimed were unable to be re opened due to inconsistent info, etc and they were sorry they werent able to help. I asked to speak to a supervisor in hopes he/she could do more in helping resolve. I was told there wasnt any supervisors or managers available. I told her Id wait on hold and I also asked if I could request a call from any hire up that became available, I was told no option for that would be available. Chase Bank reversed all provisional credits on that had been applied to my account on XX/XX/XXXX due to the claims being denied. I feel this is unfair and unethical. And I am certain that nobody in my shoes would be okay with nor choose to settle if this were their bank account. Right is right. Wrong is wrong. Banks are FDIC insured for a reason. 
Thank you so much for your help in resolving this matter. If you need any further information or details from me, please dont hesitate to reply to this email or feel free to call me as well. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chase Bank XXXX XXXX XXXX

Company response to consumer: Closed with explanation