Consumer complaint received 2021-07-05
Company: JPMORGAN CHASE & CO.
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I reported suspicious activity via telephone on my Chase Amazon card about 12 days ago. I received a new card on/about XX/XX/XXXX. 

As of XX/XX/XXXX my account balance of was paid in full but showed the payment status as 'pending. ' On XX/XX/XXXX I logged online into my Chase account to verify my balance was now XXXX and the full payment ( {$3300.00} ) no longer showed pending and the balance showed {$0.00}. 

I then noticed my prior concerns about charges for XXXX XXXX/XXXX that were still showing on my card from XXXX XXXX. I called Chase and told the representative on the phone that I did NOT make these transactions. 

During the phone call, I also asked/confirmed that the balance payoff made on XX/XX/XXXX was done under agreement with another party. I stated we later had a disagreement and she implied she was going to reverse the payment. The representative deferred me to a specialist to address this. This 'specialist ' stated that the account balance was XXXX and the payment had cleared, so it was not possible for the payment to be reversed. She further stated that even if the other person attempted to reverse it, Chase would have to contact me by telephone and I'd have to authorize the reversal in order for this to occur. 

I also made inquiries about how to get a cash advance, what the limit was and my options, since I didn't know what my pin was now that I had a new card. The Chase representative emphasized the charges for cash advances were compounded daily and that there was a 3 % fee or {$10.00} - whichever was greater. I acknowledged this. 

Later that afternoon I tried to use the card for a cash advance at a Visa authorized bank only to be declined. The bank teller than tried {$290.00} which failed and again an amount of {$280.00} which also failed/was declined. 

I called Customer Service again from outside the bank and this time was told that the 3 % / {$10.00} fee had to be part of the total withdrawal. This still didn't explain why the {$290.00} and the {$280.00} attempts were declined. I made a secure message complaint about it on the Chase website. 

On XX/XX/XXXX I sent a secure message via my account online reiterating my concern about the unauthorized/unknown charges from XX/XX/XXXX & XX/XX/XXXX ( 6 in total. ) On XX/XX/XXXX I logged online again to check the status/secure messages only to discover my account balance now showed {$3300.00}! I called Chase Fraud dept. and the Cust. Service dept. numbers and could not get through. I was on hold for 1 hr. and 24 minutes then was disconnected! I called back only to get a recorded message stating that wait times are longer than expected. I was on hold another 25 minutes before having to hang up. I tried again late that night only to get a recording stating they were closed. ( for a multi-trillion dollar bank I find this unacceptable. Why isn't there a 24X7 customer support for Fraud? ) I left a secure message online regarding the payment reversal. I also included an attached document with screen shots showing the discrepancy. I received an automated message response stating ; I am pleased to review your inquiry. I've forwarded your message to the appropriate department for review. '' and that I " should receive a response within two business days. '' XX/XX/XXXX I tried to call Chase customer service/Fraud only to get recordings stating there were 'unusually long wait times ' of more than 50 minutes and to go online to report any concerns. I went online to my Chase account reiterating my concern about the payment reversal ( which show up under 'Account details ' as a PURCHASE of {$3400.00}. There was NOTHING showing on the account summary of what that purchase was! ) On XX/XX/XXXX at XXXX XXXX. CDT I received an online secure message via my Chase account stating ; " We are unable to assist you with your inquiry by email. 
Please contact Customer Service at XXXX, Monday to Sunday XXXX XXXX - XXXX XXXX EST. '' On XX/XX/XXXX ( today ) at XXXX XXXX CDT I received a phone call from Chase Fraud dept. ( The gentleman on the phone was working from home - his dog was barking in the background, for which he apologized. ) He reviewed the account and said the payment was reversed on the same day it was made ( XX/XX/XXXX. ) I stated this isn't possible because I called and confirmed the payment cleared the following day. Additionally, I stated after logging on to my account online on XX/XX/XXXX my balance still showed {$0.00}. I said I want an explanation. He said he was in Fraud Dept. and I had to talk to Customer Service. He did a live transfer to a woman and I asked her name but she didn't respond. She told the Fraud Rep that he still had a lock on my account so she couldn't see it. He said 'my bad ' than said now you should be able to. She said " no, I still can not access the account. '' He told her he logged out and she should 'refresh her screen ' and it should work. He said I'm dropping off now and she will assist you from here. I was disconnected! 

I called back and was on hold for 25 minutes and had to hang up. At XXXX I called the XXXX number again and was on hold for 1 hour and 7 minutes before a live representative took my call. I again explained everything regarding the payment and how the balance showed up as {$0.00} even 2 days later when I logged on. The woman said she was in the Fraud Dept. and I needed to speak to a customer service rep. I was then transferred to XXXX ... 

XXXX again asked all the same questions to verify me than I had explain the reason for my call again for the umpteenth time. XXXX insisted the payment made for the balance owed on XX/XX/XXXX was reversed on XX/XX/XXXX due to a request from the account ending in XXXX. I said I don't know what that account is. What bank is it from? She said, I'm not authorized to give you that information. I stated well I confirmed four days ago that this payment had cleared and was no longer in a 'pending status ' and I confirmed it by signing in online on XX/XX/XXXX. Later that day is when it the account then showed a balance due of {$3400.00}. XXXX insisted that it was because the payment was reversed that same day. At this point I lost my cool and told them that this was fraud and I'm reporting it as fraud under the Consumer Finance and the Fair Credit Reporting Act because it's already impacting my credit. I reiterated that I've tried multiple times via phone and online to rectify this over the past few business days. XXXX then said, I'm going to forward your call on to my supervisor so she can assist you. In less than 20 seconds I had another woman on the line asking me to verify my identity again. The phone connection started crackling and she said she had a hard time understanding me. I said well you have my number please call me back. She said I can not do that and I needed to call back into the customer support line and hung up on me!

Company response to consumer: Closed with explanation