Consumer complaint received 2018-10-19
Company: JPMORGAN CHASE & CO.
State: AZ
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:
On XX/XX/2018 at approximately XXXX XXXX Arizona time my vehicle was broken into and my bag along with my debit card was stolen. I was notified by my supervisor who found my vehicle with a broken window at about XXXX XXXX Arizona time. I immediately went on my Chase app to cancel that debit card but before I could find the option I received a notification that my account was overdrawn. The transaction was for {$770.00} from XXXX. I immediately called Chase, the representative cancelled the card and sent me a replacement card along with providing a credit for the {$770.00}. I also contacted the police and a police officer came out to file a police report of the incident. The report was filed by Officer XXXX Badge XXXX Squad 624, Incident # XXXX. This was at my work XXXX XXXX XXXX XXXX. in XXXX, AZ. I have a video of the break in that I can not attach because the file is too large but I have attached a picture of my broken window. 

I received my new debit card on XX/XX/2018. I was viewing a phone online to purchase and accidentally bought the phone which was {$860.00} and the charge made my account go negative. I immediately cancelled the order. I was emailed by Chase ( attached email from  XXXX ) asking me to confirm 4 charges. The first charge was {$860.00} at XXXX XXXX XXXX, the second one {$5.00} at XXXX XXXX, the third {$0.00} at XXXX XXXX, and the fourth {$19.00} at XXXX XXXXXXXX XXXX. I confirmed these were charges made by me. 

Then on Friday XX/XX/2018 I received a letter from Chase stating they would be reversing the credit of {$770.00} from XXXX. I immediately called Chase,  the call was made on Friday XX/XX/2018 at XXXX XXXX Arizona time. The representative advised me the credit would be reversed because they had contacted me and I confirmed the charge was valid. I explained to the representative that I did not confirm the {$770.00} was valid but that I did receive an email about some other charges and those were valid. The representative said that he could not find the charge for {$860.00} and that it might have been the same as the XXXX charge but was pending as {$860.00} and was completed as {$770.00}. I explained that this can not be true because the first charge was Target, in person, for {$770.00} and one debit card and the second charge was for {$860.00}, online from XXXX with a different card. He said he would send the claim to be reviewed within 3-5 business days to have the credit applied back to my account.

I called Chase again on Thursday XX/XX/2018 at XXXX XXXX Arizona time to see if the claim had been reviewed. The representative advised me that they denied the claim because I was providing them with inconsistent information. I told the representative that the information was not inconsistent and that it was two different charges. She advised me that their was nothing she could do. I asked to speak with a supervisor. The supervisor placed me on hold and reviewed the claim information. He came back and told me he need to contact a different department, visa fraud I believe he said, to very something to help me. When he came back he said that he would be submitting the claim for a second review and I would have to wait for another 3-5 business days.

I am writing this complaint because I am not sure if I will receive the money for {$770.00} that I did not charge on my debit card and I have lost faith in Chase to do the right thing. I do live paycheck to paycheck and have bills to pay. I have already had my car insurance payment of $ XXXX returned and a returned Item fee of {$34.00} charged because of Chase 's mistake. My chase checking account is currently negative  {$680.00}.

Company response to consumer: Closed with monetary relief