Consumer complaint received 2023-07-18
Company: JPMORGAN CHASE & CO.
State: FL
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:
On XX/XX/2023, I noticed a slew of unauthorized transactions on my Chase checkings account to my XXXX account that was then routed to another XXXX account I have never interacted with. Upon noticing these transactions, I reached out to XXXX to open an investigation. XXXX concluded that the transactions were authorized and when asked to supply evidence proving this, they ignored my request. I then decided to contact my bank ( Chase ) to initial a chargeback for all the transactions totaling {$3300.00}. I disputed the transactions in increments and accumulated evidence along the way to prove my case.

Timeline of events : 1. The first dispute was filed on XX/XX/2023 for {$220.00} transaction on XX/XX/2023. This was resolved on XX/XX/2023 in my favor. 
2. The second dispute was file on XX/XX/2023 for {$350.00} ( XX/XX/2023 ), {$85.00} ( XX/XX/2023 ), {$900.00} ( XX/XX/2023 ), and {$600.00} ( XX/XX/2023 ). This dispute resulted in {$900.00} being found to be unauthorized and all other transactions deemed authorized by Chase. 
3. The third dispute was filed on XXXX XXXX for {$180.00} and {$1000.00} transactions on XX/XX/2023. The dispute was resolved in favor of the merchant. 

On XX/XX/2023, I received a letter from Chase regarding the second dispute and their finding which prompted me to call Chase for an update on my claim and what I should do next. I was advised that the claim had not yet been finalized and I should provide any evidence I had as soon as possible. I visited Chase bank and faxed my evidence to prove that these transactions were unauthorized. After doing so I called Chase again to ask that a note be placed on my file indicating the submission of evidence to support my claims. In the same breath I asked the customer support agent what evidence was used to rule in my favor for the {$900.00} transaction but not the other transactions in the second dispute. I was told that she can not provide that information and I told her I have the right to know what evidence was provided by the merchant. She agreed and I was told that the merchant evidence showed that my name, email address and phone number were correct, but the billing address was incorrect. According to the agent, that was the only evidence submitted and was used against me and to support mewhich makes no sense. I asked the agent to mail me a copy of the evidence and was told it would arrive within 15 days. 

Important facts : On XX/XX/2023, I requested the evidence used to determine the claim be mailed to be and was told it would be delivered by mail in 15 days. It has not been delivered. 
On XX/XX/2023, I contacted Chase Support on XXXX to receive an update on my claims and was told all the claims were resolved in my favor which is evidently false. I was told the same thing when I called the Chase Claims department on the same day. 
On XX/XX/2023, I called Chase again to get an update on my claims and was told that the evidence I submitted on XX/XX/2023, was not received and attached to all claims although I have a form stating that the evidence was faxed to the right department. Nonetheless, I visited Chase Bank again to resubmit my evidence. I also asked when the merchants evidence would be mailed to me and was told that the initial request was never made and now I have to wait another 15 days to get the evidence. Most importantly, because of inaccurate information and delays in receiving and attaching my evidence, the deadline to refile my claims has passed. 
On XXXX XXXX, I called Chase again to confirm that they received my evidence and was told that it was not assigned to some of my claims, and I would have to resubmit them again. This prompted me to message Chase through their mobile app which I received confirmation that the evidence was received and will be attached to my claims. 


Main issues : XXXX. XXXX claimed to have investigated the issue but have not provided any evidence to support this. I followed up with them and was ignored when asked if my claim was being investigated. 
XXXX. Chase has not provided the evidence used to resolve my disputes in the merchants favor and based on what I was told by the customer support representative, it seems unlikely how the same evidence can be used to rule in my favor and against me at the same time. Moreover, transactions can not be authorized if the billing address does not match the card holders information. And these specific transactions were not online where a billing address would be required in the first instance thus making the evidence redundant. 
XXXX. Chase had given me conflicting information regarding my claims leaving me to believe that a thorough investigation was not done especially since the merchant submitted the same information for all claims and that was used to rule in my favor and against me when the nature of my transactions remained the same. I was told that they claims were resolved in my favor only to later learn that was not the case and no one is taking responsibility for the inaccurate information. 
XXXX. Neither XXXX nor Chase has proof that I authorized these transactions and are withholding information regarding how they came to the decision that my claims were wrong. Also, Chase can not confirm whether or not they reviewed my evidence owing to when they received it and attached it to my claims and then resolved the dispute. 
I have attached evidence showing that my XXXX was compromised along with proof that I could not authorize these transactions due to when I was using my bank mobile app. I have also attached the evidence I sent to Chase.

Company response to consumer: Closed with explanation