Consumer complaint received 2023-10-18
Company: JPMORGAN CHASE & CO.
State: OH
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:
I became aware on XX/XX/XXXX that my checking account was still being charged by XXXX for a streaming subscription that I thought was cancelled. I never gave XXXX my new debit card information when I had the old card replaced for security purposes. I immediately did everything I could to go to XXXX to cancel the invalid subscription officially through XXXX. When I researched the account, I noticed that XXXX only had an old cancelled debit card number on file, but they were still somehow charging my checking account. I then immediately called Chase bank to figure out how they were still charging my checking account as I had not used XXXX for quite some time. I had spoken with a customer service representative and a claims representative from Chase bank about this. They gave me information that I could not verify and didn't make any sense to me. This seems like very deceptive business practices. The charges on my statements from Chase bank showed that the charges were coming through on two debit cards that XXXX were never given, a debit card ending in XXXX, and a debit card ending in XXXX. Chase bank representatives mentioned something about a digital wallet that was used to acces my account, but to my knowledge no digital wallet was ever established, or if it was I was never made fully aware. The dates of the charges are XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX. XXXX XXXX {$9.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX. XXXX XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, for a total of {$270.00} charged to my checking account. I attempted to file a claim/dispute with Chase bank claims department , but was told that they would only be able to refund one, or two, of the charges due to what they referred to as a 60 day liability policy, so I refrained from filing the claim. XXXX representatives said that they would only refund six months worth of charges when I asked them to refund all charges that should not have gone through. I did not think that only a partial refund is acceptable, only a full refund. I recorded the conversations with both Chase bank and XXXX representatives regarding this matter and below are links to privately posted recordings of those conversations. I also took screenshots and pictures of the screens for evidence. I will include those if possible. I had cancelled the debit card ending in XXXX from Chase bank in XXXX of XXXX and the subscription to XXXX should have automatically cancelled at the end of that subscription period ending at the beginning of XX/XX/XXXX, but it did not. Apparently, Chase bank continued honoring the charges from the old debit card and converted them to the new debit cards without my knowledge. This seems extremely deceptive to me. I receive a direct deposit once a month at the beginning of the month, and the XXXX charges were buried amongst all of the other transactions that I permitted. It is even more concerning to me that Chase bank would try to excuse away the deceptive charges by telling me that XXXX was using a digital wallet that XXXX representatives never mentioned, and XXXX, to my knowledge, was never listed under Chase bank 's digital wallet section in the Chase bank application ( see screenshot ). I was told by multiple Chase bank representatives that without current debit card information, or checking account number and routing number that no merchants should be able to acces the account which is my understanding as well. I will only accept a full refund of all unauthorized charges. Also, I should mention that in XX/XX/XXXX I cancelled the debit card ending in XXXX for security purposes because I thought that debit card information may have been compromised, and had a new card issued, the one ending in XXXX to protect my account. I don't understand how a merchant can use a backdoor loophole to acces an account to charge fees that are unauthorized when there was no contract with terms established other than a month to month subscription, and they were never given any new debit card information to facilitate a charge. This situation seems extremely deceptive to me, and I require Chase bank and/or XXXX to make this right. Thank you for your time and attention to this matter. Should you have any questions, or need clarifications, feel free to reach out anytime. 

Links to XXXX XXXX, channel is not monetized, and only used for ease of access. All linked recordings are privately posted. 

Chase bank conversation # 1 : XXXX XXXX XXXX XXXX XXXX conversation : XXXX XXXX XXXX XXXX Chase bank conversation # 2 XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation