Consumer complaint received 2023-11-20
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing to express my profound outrage and disgust with Chase Bank & # XXXX ; s egregious decision to revoke a credit amount of {$54000.00} and reversing numerous fraudulent charges from my business account due to alleged fraud. This arbitrary and unjust action, taken without prior notice or adequate investigation, has caused me immense financial hardship and distress, leaving me questioning your institution & # XXXX ; s commitment to customer rights and financial responsibility. 
As a steadfast Chase Business customer for over two decades, I have cultivated an unblemished credit record, devoid of any instances of fraudulent behavior. I am adamant in my assertion that I have rigorously adhered to the terms of my credit card agreement. 
On XX/XX/2023, XXXX discovered a staggering amount of unauthorized charges on my Chase Business Credit Card ending in XXXX. The magnitude of these fraudulent transactions sent shockwaves through my business, threatening its very stability. 
Without hesitation, I contacted Chase Bank & # XXXX ; s fraud department to report the unauthorized charges. I was assured that the matter would be handled expeditiously. 
However, days turned into weeks, and I found myself repeatedly calling Chase, seeking updates on my case. 
Each call yielded the same unfulfilled promise : the charges would be reversed, and I would receive an email from Chase Card Services confirming the credit and providing instructions on how to accept the refund. Yet, no such email materialized Frustrated and increasingly concerned, I ventured into a Chase Bank branch on XX/XX/2023. With the assistance of a bank representative, I made another call to the card company, only to be met with the same hollow assurance : an email had been sent. 
I scoured my inbox, but the elusive email remained conspicuously absent. Disheartened but determined, I waited until XX/XX/2023, when, at XXXX XXXX, the long-awaited email finally arrived. With a mixture of relief and trepidation, I followed the instructions to accept the payment of {$54000.00}, a sum that represented a significant step towards restoring my personal and financial health. 
This ordeal has highlighted the importance of vigilance and proactive communication when dealing with financial fraud. 
It has also underscored the need for financial institutions to provide swift, transparent, and effective support to their customers during such critical moments. To abide and uphold their policies and terms of service they themselves put in place. I.E. a thorough investigation when it comes to matters such as these, fraud, treating customers fair and justly, and not assuming a member of two plus decades with an impeccable credit history with no sign, profile, or pattern of fraud would all the sudden allegedly commit {$85000.00} in fraud. 
This just exemplifies Chase Bank & # 39 ; s negligence when it comes to these matters and unprofessional and downright egregious attitude and behavior towards loyal customers that report real matters for concern. This is a CLEAR violation of Chase Bank & # 39 ; s obligation to consumer protection. 
On XX/XX/2023, Chase Bank revoked the entire credit amount of {$54000.00} from my account and reinstated numerous fraudulent charges, without any prior notice or even a post notice. 
Overnight I went from a victim of fraud to the person who is/was allegedly accountable for all the previously stated and agreed upon charges on my statement marked as fraud. This action was taken out of blatant disregard for my consumer rights and financial and personal well-being. 
I immediately contacted Chase & # 39 ; s Fraud department and spoke with supervisor & quot ; XXXX & quot ;, in order to report a fraudulent charge on my Chase Business Card. I spoke to a supervisor named XXXX, who was extremely confrontational and accusatory. 
She informed me that my case had already been closed, without even asking me for any details nor allowing me to provide my recent findings. She then hung up on me. 
I was shocked and appalled by XXXX & # 39 ; s unprofessional behavior. I tried to explain the situation to her, but she refused to listen. 
She even had the audacity to claim that i didn & # XXXX ; t sound like the & quot ; XXXX & quot ; she had spoken to last time. I was disgusted by her insinuation that I was being unreasonable or difficult. 
I spoke with a multitude of managers from the fraud department at Chase, however, the branch managers were no better. 
They abruptly hung up on me multiple times when I tried to explain the situation. 

let I am deeply disappointed with Chase Bank & # 39 ; s disregard for my consumer rights and their treatment of me as a customer. I have canceled my Chase Business Card and will never do business with them again. 
My XX/XX/2023, statement unmistakably exposes Chase & # 39 ; s willful negligence in failing to conduct a thorough investigation into the disputed charges. 
This egregious oversight has plunged me into a catastrophic financial crisis, effectively rendering me unable to access my own funds and fulfill my fundamental financial obligations. 
The repercussions of Chase Bank & # 39 ; s actions are far-reaching and detrimental to my life. I am now facing : 1. Financial hardship : The revocation of the entire credit amount has left me in a state of financial strain, unable to meet my regular expenses and fulfill my financial obligations. This has caused significant stress and anxiety, impacting my overall well-being. 

2. Damage to credit score : The revocation of the credit amount, coupled with the outstanding balance of the disputed charges, will in turn inevitably severely damage my credit score. This could make it difficult to obtain new credit, rent an apartment, or even get a job. 

3.Emotional distress : The financial burden and the uncertainty surrounding my credit situation have caused me immense emotional distress. I am constantly worried about my financial future and the potential consequences of this situation.

4.Difficulty obtaining insurance : With a damaged credit score, I may face difficulties obtaining insurance for my home, car, or other assets. This could further strain my finances and leave me vulnerable to financial setbacks.

5.Difficulty finding employment : A poor credit score could make it difficult to find employment, as many employers conduct credit checks as part of the hiring process.

This could limit my career opportunities and further impact on my financial stability.

6.Difficulty getting approved for loans or mortgages : With a damaged credit score, I may face difficulties obtaining loans or mortgages in the future. This could increase the overall cost and ability to purchase a home or make other significant financial decisions. Considering these severe consequences, I am formally demanding that Chase Bank immediately and unconditionally reverse the revocation of the disputed charges and reinstate the funds to my account.

I also asked for clear and transparent communication throughout the process to ensure that this issue is resolved swiftly and satisfactorily.

I am deeply disappointed with Chase Bank & # 39 ; s failure to uphold its responsibility to protect its customers from fraudulent activity and its blatant disregard for my rights as a 20+ year business customer.

If Chase Bank fails to take immediately take corrective action, I will be forced to pursue all legal avenues to protect my rights and seek compensation for the damage caused by this egregious breach of trust.

I implore you to reconsider Chase Bank & # 39 ; s position on this matter and act with the integrity and fairness that their customers deserve. I am hopeful that Chase Bank will value its long-standing customers and resolve this issue fairly and in a timely and satisfactory manner.

Yet they are not and stated they WILL NOT RESPOND TO ANYMORE INQUIRIES.

Chase Bank & # 39 ; s actions are unacceptable. They have a legal obligation to treat their customers fairly and respectfully. By hanging up on me and dismissing my concerns, Chase Bank violated my consumer rights. 
XXXX & # 39 ; s behavior was particularly egregious. She was confrontational and accusatory, and she made a false accusation against me. This type of behavior is unacceptable from a customer service representative, let alone a supervisor. 
The fact that Chase Bank was unable to resolve my issue promptly and efficiently is also concerning. I was forced to call back multiple times and speak to different representatives, and still didn & # 39 ; t get the help I needed. 
Chase Bank has shown that they do not value my business or my rights as a consumer. 

I believe that the CFPB & # 39 ; s actions will have a significant positive impact on consumers nationwide. By holding Chase accountable, the CFPB is sending a clear message to all financial institutions that they will not be allowed to engage in unfair and deceptive practices. 
I am confident that the CFPB will continue to play a vital role in protecting consumers from financial harm. I urge you to continue your important work and to remain vigilant in your efforts to uphold my and other consumers rights. 
Thank you again for your dedication to consumer protection. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation