Consumer complaint received 2023-02-27
Company: JPMORGAN CHASE & CO.
State: FL
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 noticed there was an unauthorized charge to my personal checking account using my debit card, which was still in my possession. I only noticed because my balance was lower than I expected. I went through the charges and noticed a charge for the amount of {$310.00} from a company by the name of XXXX airline. I have never done business with any airline in my entire life, I don't have a passport, and I have never even been on a plane. I saw the charge was made on XX/XX/2023. I tried calling the airline to find out what happened but was unable to speak to anyone at that time without having any ticket or reservation number. I called my bank directly. I was transferred to the claims department. They advised me the money would be put back into my account and I would have to cancel my bank debit card and they'd send me a new card. All of this was done and the account was credited on XX/XX/2023. I noticed my bank account was again lower on funds than expected and saw that on XX/XX/2023, the charges from the airline were reversed and Chase had taken the funds out again. I called as soon as I noticed and was once again directed to their claims department. The representative I spoke with said they had conducted an investigation and it was noted that the charge was used with my physical card at a chip reader using my PIN and they determined at that point my claim was reversed. I advised them that at no point did anyone but myself has access to this card and that I have never made any purchase in person or otherwise with this company. I asked to have the call escalated and Spoke with a Claims Supervisor, who told me the charges would not be put back into my account because I obviously used the card as it showed them it was a chip read PIN purchase and I must have forgotten or gave my card to someone to use. I vehemently disagreed and was very frustrated because the supervisor told me, " You have to prove it because it says you entered your PIN, you must have let someone use the card and forgot '' I again denied that allegation and got very upset. I asked her if it was possible that my card was skimmed and used this way and she said, " Anything is possible but YOU have the burden of proof, we can't put the money back. '' I asked if there was any info she could provide me with to use such as a purchase number or ticket number so I could try and contact the company who charged my card to try and resolve it. She stated no and was mad with my for raising my voice and said she couldn't do anything for me and asked me if she could do anything else. I hung up. I tried calling and speaking with a customer service supervisor to see if there was any way to find out more information regarding the transaction but was told unfortunately I would have to call the claims department to speak with them even though I explained the issue. I have no way of resolving the issue with the company who charged my card because in order to speak with a representative I would need a ticket or reservation number, both of which I do not have because I never made this purchase. Please contact me to help? Thank you in advance.

Company response to consumer: Closed with explanation