Consumer complaint received 2023-05-28
Company: JPMORGAN CHASE & CO.
State: VA
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:
On XX/XX/2023 I received a text message from Chase Bank XXXX XXXX  " Chase Fraud : We declined {$140.00} with card ending XXXX at XXXX XXXX. Was this you? Reply YES or NO. If yes, you will not be charged unless you try again. If no, we will close your current card and send you a new one. Msg & data rates may apply. 

XXXX XXXX  I replied : " No '' XXXX XXXX  Chase auto-reply : " Chase Fraud : your alert has expired. '' After checking my account statement after this initial incident, I checked our bank account activity to find 13 fraudulent transactions completed on XX/XX/2023 that were not made by either my husband or I ( we are both account holders on the account ). We immediately contacted the Chase fraud department to file a claim on the charges. After going line by line with the associate of all transactions to advise which are fraudulent, we were told the charges would be cleared or within 12 hours of them posting we would be credited for the amounts as well as a new debit card will be sent to us.

The chargers were as follows : XXXX XXXX XXXX XXXX  XXXX LA - {$0.00} PYMT SENT XXXX XXXX XXXX TX - {$2000.00} PYMT SENT XXXX XXXX XXXX TX - {$900.00} POS DEBIT TRANSACTION XXXX XXXX - {$850.00} XXXX XXXX {$850.00} XXXX XXXX XXXX XXXX XXXX - {$850.00} XXXX XXXX {$850.00} XXXX XXXX XXXX XXXX XXXX XXXX {$800.00} XXXX XXXX {$800.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - {$1600.00} XXXX XXXX XXXX XXXX  XXXX CA XXXX {$14.00} XX/XX/2023 XXXX XXXX  My husband contacted Chase Bank for the status as nothing has changed on our online activity log. He was told that there was no record of a fraud claim being created and the debit card that was used was still in service and was not de-activated.

At this time there was only four of the transitions were left on the account and the others had been completely removed The four transactions were : XXXX SENT XXXX XXXX XXXX TX - {$2000.00} PYMT SENT XXXX XXXX XXXX TX - {$900.00} POS DEBIT XXXX XXXX XXXX XXXX XXXX NY - {$1600.00} POS DEBIT XXXX FEE XXXX CA - {$14.00} My husband worked with a different agent of Chase to redo the line-by-line transaction, who created a new claim and attempt to cancel the card for a 3rd time. 

XX/XX/2023 XXXX XXXX  We enter a Chase branch in XXXX, Virginia to withdraw what money we have left in the account to prevent further losses. The branch associates worked with us to review the transactions and contacted the fraud department directly on our behalf. The in-branch agent and online agent went through the charges again. At this time the associate from this branch informed us that they could see that there were more chargers attempted on the card but they did not process them since the card had been canceled and we will not ever see them. The associate said that the account should be credited within twelve hours. 

On XX/XX/2023 Chase notified us via a letter posted to our online account that Chase would not credit our account for the four transaction PYMT SENT XXXX XXXX XXXX TX - {$2000.00} PYMT SENT XXXX XXXX XXXX TX - {$900.00} POS DEBIT XXXX XXXX XXXX XXXX XXXX NY - {$1600.00} POS DEBIT XXXX XXXX  XXXX CA XXXX {$14.00} The letter stated : " We found that the transaction ( s ) was processed according to the information you provided or was authorized. 
No adjustment will be made to your account at this time ''

Company response to consumer: Closed with explanation