Consumer complaint received 2023-07-03
Company: JPMORGAN CHASE & CO.
State: NV
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/XXXX there was a fraud charge on my debit card in California. I discovered it in the next morning at work when I needed to transfer money to my second checking account. My account was negative and immediately looked to see how. Chase had a problem that day with XXXX and doubled my rent payment to my landlord, then I saw a charge for XXXX to after looking up the merchant ID belonged to an electric company in California. I called the fraud line and reported both issues, the XXXX charge was opened for investigation and then after being transferred to the XXXX issue department was told that it was an error and was affecting multiple people and it would be resolved. I ended having both issues resolved over the next 1-2 days or so I thought. About a couple of weeks later I again open my chase app to see money has been pulled. I look and it is a fee reversal for XXXX. Chase had reversed the money back so I quickly called to find out what had happened. The rep had told me that the chip was used with my pin and therefore I made the charge. I told them that it was impossible as I live in Nevada and have no places in California nor have I ever paid this electric company before. She then says I am sorry you can not accept this. Accept this? You are telling me someone stole my money but because it looks as though I somehow did it oh well? I proceed to get off the phone with her and call this electric company. I explain to them the situation and try to get information on who used it. They said I do not have an account with them and therefore can not be given any information. I asked if there is anything they could do or provide and they said no and to report it to the police. I live in Nevada what is police over here going to do about someone in California? I call the fraud line again and a gentleman answers and is very helpful. I explain that I work and have to clock in as well as going to dinner the day the transaction was posted so how could I be two places at once with my card? He said if I was able to provide proof that it could be reopened and the odds would be in my favor. This is on a Thursday. So the next day I print out my time card from work and go to the restaurant to get a copy of my receipt. I proceed to go to XXXX and have all the documents with my claim number on them faxed. I call the fraud call again afterwards and let them know I had submitted the documents. They told me to wait until at least Friday the following week. I called them Thursday the day before the Friday and they said they received my claim and they it was sufficient enough to submit the claim to reopen. I called them on Tuesday the next week and they said it was still awaiting to be reopened. I waited till today, Monday XX/XX/XXXX. Now over a month later of dealing with this I was never treated worse. I speak to the rep who was kind and tried what she could to help me. I asked for a supervisor who told me her name is XXXX. XXXX had explained the same information about the chip and pin so therefore it was me. I explained that it was not and that I have never made a payment to this electric company nor do I live in California. I proceeded to ask what could I provide to proof I was here with the card when the payment was made in California. She told me that to not go back and forth and waste my time to have a good day and abruptly hung up on me. I have been with chase for 10 years. Since before I graduated high school. I have never been treated this way and it was completely unacceptable. I don't make a lot of money I am paycheck to paycheck and for XXXX to be taken from me has completely put me behind on my own bills. I am now late on rent as I scramble to come up with the money and work something out with my landlord over this issue. I am defeated and disgusted by how chase representatives treated me. Especially a supervisor no less. I want this issue resolved and then I will be closing every account I have with Chase. This has affected my life greatly and not XXXX care in the world from people who should be helping me the most. I did what I was supposed to do, I saw fraud, I reported, I've called and been attentive, I provided documentation, and yet I am the one who suffers. Not the person who stole my money and used it to pay their bill. But me and I am treated poorly for it on top of that? How any organization could operate like that is beyond me. I hope no one ever is treated this way and to never stop fighting even when you feel hopeless.

Company response to consumer: Closed with monetary relief