Consumer complaint received 2022-08-31
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX I contacted Chase in regards to the following un-athorized XXXX charges : XXXX. XX/XX/XXXX {$470.00} XXXX. XX/XX/XXXX {$70.00} XXXX. XX/XX/XXXX {$20.00} XXXX. XX/XX/XXXX - {$50.00} XXXX. XXXX - {$150.00} XXXX. XXXX - {$100.00} These un-authorized charges total {$860.00}. After speaking with Chase I was provided A case # and advised I would receive a temporary credit of that amount and when the case investigation was complete I would be advised if the credit would remain or be removed. On XX/XX/XXXX I received an email stating that I have a notice from Chase and to log into my account to access it. This notice advised that they found the transactions were authorized by me and as a result the credit would be removed on or after XX/XX/XXXX. After reading the notice I contacted Chase the same day, XX/XX/XXXX, and advised that I do not agree with those finding and escalated the call. I was transferred to the executive office and spoke with XXXX who created another case # for me. Before ending the call I asked XXXX what I needed to do in regards to the previous case and she stated that since I escalated to the highest level the new case would override the initial case and to disregard the letter with the initial case results. On XX/XX/XXXX I checked my bank account and saw that the {$860.00} had been reversed as stated in the initial case investigation letter. I contacted the executive office on XX/XX/XXXX and spoke with XXXX. After letting her know what happened she stated that sometimes the claim dept doesn't realize the case was escalated so they proceed with the initial investigation results. She advised that the escalated case had been assigned to XXXX and is still being worked. She attempted to reach out to him but he was unavailable and she requested he call me back. I did not receive a callback on XX/XX/XXXX so I called on XX/XX/XXXX and spoke with XXXX who was able to transfer me to XXXX. When I explained to XXXX the above information he stated a review would need to be done on the call between XXXX and myself because the information I stated I was told from XXXX is not the protocol. I requested to speak to his manager and he requested another call back. His manager, XXXX, called back and I advised her of the information I received from both XXXX and XXXX. She stated that I could have been provided misleading information and she would need to review those calls for an " opportunity ''. She stated that she is working to get the escalated case expedited and hoping to receive an answer as early as today, XX/XX/XXXX. When I requested that they reverse the funds back into my account until the investigation was completed she advised that if the claims department already reversed them then there was nothing she could do at this point until the escalated case was complete. I advised her this is not acceptable because I've been told different information about this process on every call. She apologized and stated that when the case is complete and if the findings are in my favor they could possibly expedite the reversal. I told her again this is unacceptable because since I was escalated to the highest levels and the specialists I spoke with told me to A. ) disregard the initial case result letter ( XXXX ) and B. ) she ( XXXX XXXX stated that sometimes the claims department doesn't realize the case was escalated so they proceed with the initial investigation results, that they indeed should reverse the reversal until the escalated case is complete and we proceed from that point.

Company response to consumer: Closed with explanation