Consumer complaint received 2023-10-01
Company: JPMORGAN CHASE & CO.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XXXX  Ten fraudulent charges appear on my Chase account. All were for XXXXXXXX XXXX XXXX XXXX XXXX Three charges for {$49.00}, Six charges for {$9.00}, and one charge for {$8.00}, totaling at {$210.00}. 
At XXXX that day, I received a text from Chase Fraud saying Chase Fraud XXXX We declined {$85.00} with card ending XXXX at 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 that you should receive in 5 to 7 business days. Msg & data rates may apply. 
I replied at XXXXXXXX XXXX with NO. The delyed reply was due to me being asleep when the initial message was sent. 
The reply i received was, Chase Fraud : Thank you, we will close your card and send you a new one that you should receive in 5 to 7 business days. If you recognize all the other charges, you don't need to do anything else. If you see other charges that aren't yours, please call us using the number on the back of your card. 

I then proceeded to call Chase and make a fraud claim as the amount listed in the text message was not aligned with the total amount that was missing from my back account. Chase told me that it appeared to be digital wallet transactions and that they would look into the situation. They credited me for the missing funds. Important details I included when informing chase is that I hadnt been to New York recently at all, and that the transactions previous and immediately following the fraudulent charges were from my actual location, Nevada, to be be vague. 

XXXX XXXX XXXX I checked my bank account on a whim, and noticed that the funds I was credited for the fraud situation were reversed the previous day ( XXXX  ). I received no email, no text message, no in app notification of this, I simply happened to notice. This then lead to a series of phone calls. The first was a phone call to Chase Bank, asking what the reason was for my claim to be reversed. The first person that I spoke to essentially told me that because the issue stemmed from my digital wallet, there wasnt anything they could do. I asked multiple times on why, if that was the case, they looked into the claim in the first place since they were aware the issue stemmed from my digital wallet. The same answer was repeated and I was told to call the support for the digital wallet ( XXXX ). When I asked this person for the number, his response was to XXXX It. 

The next phone call I made was to XXXX XXXX. I was told by them that the only help they would be able to provide is with an XXXX XXXX XXXX. If I needed assitance with transactions that occured on my Chase card, I would have to go through Chase. 

I called Chase back, re-explained my issue, and was met with a similar response as the previous time I called Chase. The difference this time being that the reason it was reversed is because that there is nothing in the digital wallets history that points to the charges being fraudulent. 
At this point, I asked for this to be escalated to a supervisor. Speaking to the supervisor, she reiterated the point that nothing in my digital wallets history ( logins, password changes, new devices, etc. ) was a red flag, so there was nothing they could do. So I asked If nothing on your end is currently a red flag, then why was I notified by Chase Fraud about the transactions in the first place? The question was never really answered, but the response I was met with is that after the fraud charges occured, nothing else was done on that digital card and that card was closed, and a new card was added into my digital wallet. My respinse to this was Well yes, because you guys deactivated my card and replaced it with a new card in my digital wallet automatically. 
It was here that the supervisor felt the need to clarify that, We did not do that on our end immediately, that only happened when you made the phone call to make a fraud claim. I brought up the text messages I received notifying me of the fraud, and I was told that If you dont respond to that immediately, we just ignore it on our end, because basically that means that youre not concerned about it. 
So essentially because I wasnt awake when the charges happened, and I didnt respond to the fraud text fast enough, there was nothing chase could do. And obviously this is completely discarding relevant information like me never having been to New York, not making any recent purchases at a beauty supply type location, never having fraud issues on my account previously, or any other blatant pieces of evidence that would apply for a physical debit card.

Company response to consumer: Closed with explanation