Consumer complaint received 2023-09-25
Company: JPMORGAN CHASE & CO.
State: WA
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:
Date of inquiry : XX/XX/2023 Claim number : XXXX Card ending in : XXXX Claim related to account ending in : XXXX Amount : {$2400.00} Included : 17 fraud transactions Please allow this to be the explanation and complaint to Chase regarding the fraud claim above. On XX/XX/2023, I needed to use my debit card to pay for my college tuition and realize that the account balance is very low. I found out there are XXXX fraud transactions. From XX/XX/2023 to XX/XX/2023. I then called chase right away to report the frauds transactions. XXXX then separated the XXXX transactions into XXXX claims by their own criteria : -Claim XXXX : XXXX => XXXX transactions -Claim XXXX : XXXX => XXXX transactions This complaint is regarding the Claim XXXX with XXXX transactions. 

XXXX then sent me a letter on XX/XX/2023 to denied the claim without a reason. I called chase and they told me that denial reasons are because : XXXX. The transactions are verified by PIN. 
2. There was Fraud Alert text to my phone number to confirm and I replied 'YES ' 3. There are merchant that I did business before such as XXXX. 
XXXX. I told them the last verified transactions are on XX/XX/2023. 

For all the the reasons above, I don't see XXXX is making any sense. As the pin can be easily stolen when I use my card at a public space. The fact that I shopped at XXXX before with that card, and then the person who stole the card also shopped at XXXX with that card does not mean that I authorized the transactions. The last verified transactions are on XX/XX/2023 does not mean anything, since the first reported fraud transaction happened on XX/XX/2023. From XX/XX/2023 => XX/XX/2023, there was no fraud transactions. All of them are XXXX transfer, XXXX, and auto pay for my XXXX XXXX, credit card, and monthly bill. They are pre-authorized meaning I don't need to have my card to use them. For the fact that they sent text message to my phone number for me to authorized. This is 100 % their fault as I updated my phone number with them on XX/XX/2023, they sent me a confirmation for this ( see attached document ), however, they never changed them in the system. It resulted in the alert text being sent to the old phone number and someone might just said yes. I knew that they never changed my phone number because on XX/XX/2023 when I called in the made the claim, they still have the old phone number record on it. 

New Phone : XXXX Old Phone : XXXX They just don't want to help me at all. They just denied all the fact and evidence. I even contact them many time and requested to talk to supervisor at the fraud department. XXXX of them was XXXX, she is very nice but could not get me a specific reason on why they denied it. The next one is XXXX, I talked to her on XX/XX/2023, she does not know what she talked about. She just kept asking when I lost my card and told me none-sense statement such as, because you use the card at XXXX before XXXX this consider valid. She is also very discriminating and sound kind of XXXX to my accent. The next one is even worse, I talked to her on XX/XX/2023 at XXXXXXXX XXXX. She could not help at all. She told me just send in what you have so we can consider. That's a irresponsible statement. As a supervisor she should understand the decision of the back end team and advise the customer what to submit in in order to best explain the situation. When I asked for her name, she just read the script " Thank you for choosing XXXX '' and then hang up the call on me. 

I went to the branch for help, and talked to XXXX XXXX XXXX XXXX at the XXXX XXXX XXXX, and she could not help much. She submit a complaint for me to the escalation team and told me to wait for call from them. I waited and then XXXX from XXXX 's XXXX complain and escalation team called me. He could not get to me as I was busy. He left me a voice mail. I called back and asked him to call me at a specific time frame where I'm available many time. But he kept calling me at the time that I'm not available. It seems like all the people at XXXX are not understand the request from the customer and just try to denied everything. 

Please help me get my money back. I swear I did not use the card and authorized these transaction. I stayed home all the time and most of the transactions are used in different states such as California, Nevada, ... I just came to the XXXXXXXX XXXX XXXX ago as an XXXX XXXX I need money to pay for my tuition. I have no other choice. If I don't get this money back, I'm dropped from school for this upcoming fall quarter that could affect my VISA status in the XXXX.

Company response to consumer: Closed with explanation