Consumer complaint received 2023-06-04
Company: JPMORGAN CHASE & CO.
State: NY
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:
Short description An unauthorized debit of {$12000.00} from my Chase bank account, on XX/XX/2023, through XXXX by a XXXX user. After filing a few claims and a couple of phone calls, I found that Chase is not willing to help in any way to recover the funds. All they claim that the transaction was consistent with my activities and therefore authorized. This is despite there was nothing consistent with this transaction as explained further and me claiming repeatedly that I never knew this person. They wont even make the small effort to file a claim with XXXX to recover the funds. 

Long story On XX/XX/2023 - when I reconciled my bank account - I noticed to my surprise, a debit of {$12000.00}, a theft. It happened on XX/XX/2023, and that's how it went. The person, XXXX -- -, with whom I have never had any interaction with nor with the email used for the crime, sent a XXXX request of {$12000.00} to my account. About 45 minutes later, it was approved. I found the details in 2 emails from XXXX, one for the request and the second for the approval. ( The reason why I haven't noticed those emails before, is because they are categorized in the other folder in XXXX rather than inbox which I don't check frequently. ) The first thing I did was to file a dispute with PP, an easy option with them online. To my surprise, they denied my claim with the excuse that the transaction is consistent with my PP activities, despite this being completely false. There is not a single thing that is consistent with the transaction. 1. I never sent more than XXXX, 2. never through a request, and 3XXXX never any activity with this recipient. 

One hope they did give me is that I should file a claim with my bank. If they receive a complaint from the bank, this is the highest form of dispute and then they will better look into it, so to speak. 

( To make it clear, XXXX is worth a separate complaint on their own, which I did, but 2 wrongs don't make 1 right. ) Okay, so I went back to Chase and asked about the details of the case. I was told by the rep that they submitted a refund request to XXXX  and were denied. Such a refund request was supposedly sent in at least twice, as I was on the phone with a higher manager and he supposedly sent in a request again ( BTW, they have all calls recorded and Im ready to testify on all this ). So next time I reached out to XXXX I asked about the bank request and why it was denied, to which she replied that PP never got any request or dispute from Chase! So I made a 3-way call looping in Chase ( a story in itself how I managed to do that when the main number had a wait time of like a half hour or 50 minutes, I dont remember exactly ). Anyway, the Chase rep first claimed again that PP denied, and when I surprised her with a PP rep on the line denying that, she changed the story! The Chase rep claimed that since I have an active PP account, its unnecessary for them to file a dispute with PP and that I need to resolve this with PP directly. When I cornered her why it matters if I use PP for other transactions, and how this proves that this particular transaction is authorized, she transferred me to the right department which ( not-surprisingly ) led me to the wrong department altogether and this is how the call ended. 


Conclusion : Chase keeps on denying the claim saying that it was indeed authorized, ( when I ask the rep if that means that Im lying, their reply : of course not, this is not what we say whatever ) and theyre not ready to do the small effort of filing a dispute with the merchant ( XXXX ), which is ridiculous. I have already used Chase for a couple of years, and they profited on me probably in the 5-figures, and all they did is waste my time with lies and twists!

Company response to consumer: Closed with explanation