Consumer complaint received 2022-04-04
Company: JPMORGAN CHASE & CO.
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Sir or Madam, On XX/XX/2022 I contacted Chase Banks claims department regarding several XXXX  charges ( for issues that I had been unable to resolve with the merchant, XXXX, via email their only noted means of communication on their app ). These specific items that I had purchased thru the XXXX app were in a different condition than they were described as being ( not new with tags, etc ) or were damaged/had stains, etc.and again, I had emailed XXXX numerous times ( as instructed thru the app ) and never received a response. Chase provided a temporary credit for the charges while the claim was being investigated. On XX/XX/XXXX, I received a letter online from Chase that the temporary credit of {$110.00} for the XXXX XXXX  charges listed below, would be removed from my account XXXX {$46.00} XXXX {$17.00} XXXX {$30.00} XXXX {$25.00} Since the letter failed to give details why the claim was denied after told by the CSR to return the items to Chase ( paying for postage myself ), I contacted Chase on XX/XX/XXXX to ask why the claim was denied. After going thru the complete phone verification and being put on hold for 10 minutes, I was then disconnected ( ie. hung up on by the Claims department ). After waiting to receive a call back that never came, I called Chase Claims a second time approximately 10 minutes later and went thru the complete phone verification a second timeand was put on hold, again. After holding for approximately 20 more minutes ( during which there was no hold music and I could hear background noise ), I began to say hello, hello. At that point, the claims rep came back on on the line and said the claim was denied, they were unable to recover funds and I will have to contact the merchant myself to try to get the funds back. I asked the CSR to please explain why and they repeated the same thing. I explained to them, again, that I had already tried to resolve the issue directly with XXXX and was unable to. Again, I explained to the claims rep that the defective merchandise had already been returned to the XXXX XXXX office under tracking # XXXX as recommended by the previous Claims rep on XXXX XXXX.and that I had still had not received a response from XXXX. The CSR simply kept repeating their initial statement, that they couldnt help me ( at this point the lack of empathy by this individual is hard to even comprehend by someone like myself ). Finally, I politely requested to speak to a supervisor since I did not feel like this person could help me or even wanted to help. This individual merely repeated the same statement that they couldnt help me and I would have to contact XXXX I politely repeated my request and the individual I was speaking with again refused to allow me speak to a supervisor, even after I asked them politely 4 times?! I have attached a screenshot of all 4 XXXX orders with the items on the order as well as photos of the damages on the items for your review~~~Additionally there have been other minor issues including my account being charged multiple non-Chase ATM fees by Chase and the alternate bank even though the chase ATM across the street was out of order ( this was reported to Chase and they credited back {$2.00} of the {$11.00} in fees I was charged ). Finally, Ive had several issues with overdraft charges even though I have informed Chase on 4 separate occasions that I do NOT want overdraft protection. Each time they have charged me an additional {$34.00} to process the charge against my repeated request. The biggest issue is the XXXX claim and the initial reason for my complaint. The fact that a company as large as Chase that supposedly values their customers and stands behind them when there is an issue such as this, would allow their claims representatives to behave in such a manner is reprehensible. So much so that I have ultimately made the decision to close my account this week if this remains unresolved. My family and I work much too hard for our money for it to be as disposable as the claims department seems to feel and I can only hope that other financial institutions will feel differently. I will be mailing in the written request today for the account closure. If any additional information, etc is needed regarding my complaint, Chase or the CFPB can easily contact me via email at XXXX or my cell at XXXX ( since Im in the process of moving and do not have an updated mailing address ). I truly hope that my complaint can bring to light somewhat easily resolvable issues that may have been going undetected by management or the corporate office. Thank you in advance for your help with this matter. 
Sincerely, A Concerned Chase Customer

Company response to consumer: Closed with explanation