Consumer complaint received 2017-07-13
Company: JPMORGAN CHASE & CO.
State: IN
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 had a fraudulent XXXX account opened using my debit card. I contacted XXXX and they closed the account and refunded me my last payment that was taken out. XXXX advised they could not refund any more payments than that but to contact my bank to have the rest taken care of. <P/>I contacted my bank and they transferred me to the claims department. This call took place on X/XX/2017. I spoke with a representative in the claims department. He did not advise me the call would be monitored or recorded. The representative advised me that he would cancel my debit card and send me a new one. He also advised that I would be getting the full amount of {$76.00} credited back to my account. He advised that {$12.00} would come from XXXX and the remainder would be taken care of by Chase bank. The total amount of {$76.00} is for 6 monthly payments that were fraudulently charged to my debit card in the amount of {$12.00} each. These fraudulent charges came out of my account on the following dates : X/XX/2017, X/XX/2017, X/XX/2017, X/XX/2017, X/XX/2017, and X/XX/2017. The representative advised Chase bank would reimburse me for the XX/XX/XXXX through XX/XX/XXXX charges in the amount of {$63.00}. I later checked my account and only {$38.00} had been credited back. <P/>I called the claims department at Chase on X/XX/2017 and spoke with XXXX.XXXX did not advise me the call was monitored or recorded. XXXX refused to provide me a last name or employee ID reference number in combination with his first name. XXXX advised me that the claim amount was for {$50.00} and that is the amount I would be reimbursed. I asked XXXX why the amount was lower than the {$76.00} I was told by the previous representative. XXXX told me there is a federal regulation that is listed on my statement that says if I do not notify them within 60 days of the first statement showing the fraudulent charge that I would not receive the full reimbursement. I asked XXXX what month 's I would be reimbursed for. XXXX advised I would be reimbursed for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for a total of {$50.00}. I asked XXXX for his supervisor to put on the line. <P/>XXXX transferred me to XXXX with the escalation team in the claims department. XXXX did not advise me the call was being recorded or monitored. XXXX refused to provide me with his last name or employee reference ID number. I asked XXXX why I was told that I would be getting the full {$76.00} back from the fraudulent charges. XXXX advised me of a federal regulation that has a 60 day liability policy and that I would only be reimbursed for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XXXX then said that I would not be reimbursed for XXXX and that I would only be getting reimbursed for a total of {$38.00}. I advised XXXX that the previous representative, XXXX, told me I would be reimbursed for the months XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,  and XX/XX/XXXX for a total of {$50.00}. XXXX explained that the 60 day liability federal regulation would only cover the first 3 months of charges. I do not receive paper statements. I have a paperless option selected on my Chase account. Chase does not notify me when my statements are available for viewing. The only email I receive from Chase is in reference to a 'Deposit Statement ' on the XXXX of each month. I did thought this was only for deposits and that no statement was being provided for withdrawals/debits/credits. Therefore I did check my statements in a timely manner as I am not notified when my full statements are available and I do not receive paper statements. I would have no way of knowing my statements were available and they did not send me any paper copies. I then asked for XXXX to put his manager or supervisor on the line. XXXX advised me that they closed at XXXX. EST. I advised XXXX that it was only XXXX XXXX XXXX and that I would like to speak to a supervisor/manager. XXXX advised me that the manager had left at XXXX p.m. EST and was not available. I asked XXXX when the his manager would be available. XXXX refused that information. I asked XXXX for his manager 's name. XXXX refused that information. I asked XXXX for a mailing address. XXXX refused that information. I asked XXXX for an email address. XXXX refused that information. I asked XXXX when any manager would be available the next day. XXXX refused that information. I asked XXXX if Chase had a customer retention department. XXXX advised me in a threatening way that Chase bank could close my account at any time for any reason without notice.The call was concluded and XXXX was not helpful in any way. <P/>I tweeted at Chase bank on X/XX/2017 and was replied to by Chase Support. Chase Support requested that I follow them on XXXX and send them a direct message with a summary of my situation and my name and zip code. I obliged and Chase Support advised that the situation would be reviewed by the Executive Department and they would need my phone number to contact me. I obliged once again. <P/>I called back into Chase on X/XX/2017. I first spoke to a representative in customer service. This representative transferred me to the claims department. The claims department representative I spoke with was named XXXX. XXXX advised me the call would be monitored or recorded. XXXX refused to give me her last name or employee ID reference number. XXXX placed me on a hold while she reviewed my account and the notes. XXXX came back on the line and advised she needed more time to review my account and placed me on hold again. XXXX came back on the line and I asked to speak to a supervisor. XXXX placed me on hold and transferred me to XXXX. XXXX is not a supervisor but works in the Executive Office. XXXX advise me the call would be monitored or recorded. XXXX refused to give me her last name or employee reference ID number. I explained my situation to XXXX but she advised that she would not be able to speak to me on the matter because my account was being handled by an analyst. I asked to speak to XXXX 's manager and she said I could not and I had to speak to the analyst, XXXX. XXXX provided me a case number ( XXXX ). XXXX then said that she could submit a request for me to speak to a manager but no manager could come to the phone. XXXX placed me on hold and transferred me to XXXX, the analyst handling my account. <P/>XXXX came on the line and advised me the call would be monitored or recorded. XXXX refused to provide me a last name or employee reference ID number. XXXX began the conversation by advising me that my claim had been 'declined. ' I asked XXXX what 'declined ' meant. XXXX repeated that my claim for {$50.00} was declined and I would not be reimbursed for the fraudulent charges. XXXX advised that there would be no change to the XXXX department 's decision and I would not be reimbursed due to the 60 day liability federal regulation. I advised XXXX that the 60 day liability federal regulation is a part of Regulation E. I also advised XXXX that there is a subsection to the 60 day liability federal regulation that states if there is state law or an agreement made between the customer and the company in regards to liability that it would supersede the 60 day liability portion of the regulation. When the first representative advised me on a recorded call that I would be reimbursed the full amount {$76.00}, he gave me zero liability. This agreement was recorded and supersedes the 60 day liability clause. XXXX advised me that the claim would not be reopened and that I would not be reimbursed. I asked XXXX to provide a summary of the claim and how much I would be reimbursed. XXXX advised the claim was for {$50.00} and I would only be reimbursed for {$38.00}. I asked XXXX why the claim amount was for {$50.00} if the 60 day liability federal regulation states that I would only be getting back {$38.00}. I advised XXXX that I filed a claim for the full amount of {$76.00}. XXXX said that I filed a claim for {$50.00}. I advised XXXX that {$50.00} makes no sense for the claim amount as it does not cover the full amount or the full amount minus the 1 payment that XXXX said they would refund to me. XXXX could not provide a reason for why the claim was in the amount of {$50.00}. I asked XXXX if she was familiar with the federal regulation that had the 60 day liability clause. XXXX was not familiar with it. I advised XXXX that this was Regulation XXXX XXXX stated she was not very familiar with Regulation E. I also asked XXXX if she was familiar with the Fair Lending regulations. XXXX advise she was familiar. I advised XXXX that I would be filing complaints with the CFPB, BBB and my state Attorney General for violation of Regulation E and the Fair Lending Act. XXXX stated that the claim was closed and would not be reopened. XXXX stated that I would only be receiving {$38.00} in reimbursements. I requested to speak to XXXX 's supervisor/manager. XXXX stated she can not get a supervisor/manager on the phone and that she could submit a request to have one call me back withing 3 business days. XXXX stated that if the manager felt there was a missed opportunity with me that the manager would call me back within XXXX business days but if the manager decided not to call me back then I would not hear from them either way. I asked XXXX for a mailing address and she provided the following : " Mail Code OH XXXX XXXX XXXX XXXX XXXX, OH XXXX. '' I asked XXXX for the CEO of the company 's name and she advised it was " XXXX XXXX. '' The call was concluded with XXXX.

Company response to consumer: Closed with monetary relief