Consumer complaint received 2023-04-16
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:
I have unauthorized charges ( fraud ) committed randomly on my account from XXXX XXXXXXXX XXXX XXXXXXXX. These charges were from a XXXX XXXX in AZ and the number by the transactions is XXXX. I filed a claim with Chase Bank, they refunded the money for XXXX dollars at the end of XXXX, but then took it back out in XXXX stating on the report that it was me and not fraudulent. I then called back and had them reopen the claim because they did not have significant proof that it was me. They put the money back on the account on XXXX XX/XX/XXXX but then took it out again on XX/XX/XXXX stating that again it was me and the claim is closed. 
On XX/XX/XXXX I called the Chase fraud number and I spoke with a XXXX oversees outsourced call who stated I would have to go through XXXX to settle the dispute. I called XXXX that same day and they said they have no charges to my name or on account that have the credit card ending in my numbers, as stated on my atm and debit card withdrawals form from Chase. I then called back Chase to another outsourced number on XX/XX/XXXX and got a XXXX on the phone. She said I would need a letter from XXXX, I told them that that is their job to inquire and investigate the charges through XXXX because XXXX won't do that for me. I was on hold for 2 hours that day, she said she would come back on and tell me what my next steps were, and never came back on, I let the phone stay on hold while I went about my day. Finally it disconnected after 2 hours and no one got back to me. I've sent several emails asking them to please reopen the claim and they do not reply. 
After heartache and frustration, I finally went to the XXXX XXXX where my family does their banking on XXXX XXXX and asked for help. We spoke to XXXX an accounts manager and she tried to get the case reopened for us, speaking with some further ups. They reported that it was chip to chip purchases and that's why they think it is me and won't reopen it. I explained over and over again that I have my card, and I never used in in XXXX let alone in AZ and that someone must have gotten their hands on my account numbers or has remade a card or stolen my identity. XXXX ended up pulling up the back end information and recognized that the purchase were not chip to chip but keyed in. The bank then reccommended getting a police report for fraud and that could initiate a reopening of the claim. I got the police report and then sent it into them via my direct messages through chase bank online account. They replied, case closed again and I was unable to get anyone on the phone. I went back to XXXX at my local branch and she called the higher ups and said I had the police report, they said that it did not matter and that the claim is closed and there is no further action I can take. I am out XXXX dollars of MY money, and I do not know what to do or where to turn to get my money back. I have all of the documentation should you need.

Company response to consumer: Closed with monetary relief