Consumer complaint received 2023-10-11
Company: JPMORGAN CHASE & CO.
State: TX
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 charge on my Chase checking account in the amount of {$1000.00} from a company I didn't recognize described as " XXXX XXXX XXXX XXXX XXXX XXXX'. I googled the description and found the company 's website. Unfortunately, they do not provide a company contact number so all communication is handled via email. I explained the charge and provided my information but the company initially shared that the charge was valid and would investigate further. At this point the charge was still pending so I reached out to Chase and filled a complaint. The Chase representative said they'd temporarily credit the account until the investigation was complete. However, Chase immediately closed the investigation and stated no action would be taken ( I'll provide a picture of all documents and letters ). After the investigation was closed I made another attempt to resolve this matter with the merchant but once again the simply stated that the charges were valid and refused to assist me any further. On XX/XX/2023 I called Chase back and was told that there were additional charges from the same company which established a history with merchant. I explained that I wasn't aware of additional charges as I don't use this account often. I then opened a claim disputing all transactions as nothing was approved by me. The representative informed me that Chase bank would only provide a temporary credit for the transactions that occurred within the last 60 days ; transaction exceeding that timeframe would have to be handled directly throught the merchant. I acknowledged and the Chase representative assured me that the charges would be thoroughly investigated since all transactions from the merchant were disputed so the is no longer a history of approved transactions. On XX/XX/2023, the next day, I reciceived two notices from Chase, the first was reiterating that the provisional credit would only include transactions that occurred within 60 days of the first charge from the merchant. The second notice infor.ed me that the investigation was closed and no additional actions would be taken. I attempted to contact Chase and was told that there was nothing more that could be done. 

At this point I immediately reported the issue to CFPB as Chase bank has a long history of discriminating against my account. They refuse to cash my checks and if I deposit the check, they hold it for the maximum amount of time leaving me without those funds for ten to fourteen days, even I'd it's a check they issued. The most recent check was held and then they deducted the amount of the check leaving me with a negative balance, when I called to inquire I was provided with conflicting explanations from various representatives. 

I deposited overv {$1000.00} in cash into thier atm and in the counting process, the atm froze and provided an error message stating to check my account and contact Chase if the funds were not credited. I stayed at the atm, called Chase because those funds were not in my account. I followed all instructions, the rep opened the claim, then Chase closed the claim and stated no actions would be taken. I made multiple calls and was basically accussed of being dishonest about the situation, despite them having record of my card being used at the atm on the day and time reported plus camera footage. I had to file complaint through CFPB before the bank took actions to resolve the problem. 

I've already filed a complaint for this incident and the bank had contacted me claiming that they are continuing the investigation but they have no provided a provisional credit to my account such as thier policy states they do until the investigation is completed. I have researched Chase Banks actions in similar situations and in most cases, they provide the credit within two to twenty-four hours. I have been dealing with this for over a week and they have made no effort to alleviate this matter, further proving that my account is not provided with the same courtesies and respect as all accounts without any reason or explanation why. I have multiple chages that were bounced back because of this issue.

Company response to consumer: Closed with explanation