Consumer complaint received 2021-08-07
Company: JPMORGAN CHASE & CO.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I have a valid claim against a merchant who I had been dealing with regularly they ran multiple micro transactions and didnt provide the in app purchases and gave me a runaround since XX/XX/XXXX over {$8000.00} some transactions were duplicates. When I made the claim initially it was entered incorrectly by another chase rep from the same call center. Chase then denied the claim when I called to clarify the claims the US claims rep transferred me to a rep in XXXX after already enduring a 40 minute hold as it was considered an online purchase for another 30 minutes. When the rep picked up, rather than listen to what I was trying to explain became argumentative to the point where I asked for a supervisor. The supervisor hears me out and begins the claim process puts me on hold the call drops. I have to go through the same excruciating process all over again. By the second time I got to the online rep in XXXX. I explained that we were in the middle of a claim and he begins to argue with me as to why he doesnt want to pick up where the supervisor left off and gives me what he feels should be my next course of action. I asked him to please get me in touch with the supervisor that was working on the claim with me prior to the call disconnecting. He says sure one moment and transfers me back to the 40 minute queue. At XXXX another XXXX rep picks up you can hear him having a recreational conversation in the background then at XXXX the rep hits the button to drop the call. To add insult to injury the next day I received a letter generated from chase saying : Update : Here 's information about your recent inquiry Date of Inquiry : XX/XX/2021 Claim Number : XXXX Card ending in : XXXX Claim related to XXXX ending in : XXXX Dear MR XXXX XXXX : XX/XX/2021 Thank you for contacting us about the transaction ( s ) on your account. 
Here 's what you should know : As we discussed and agreed, no action will be taken. 
This inquiry is now resolved. 

Totally FALSE I call the next day speak to a US agent at the claims department who finally makes a correct claim. I am informed that I should receive a temporary credit in 3-4 business days. The next day I receive a letter asking me to submit a form for one of the 2 open cases that I have as the 2 other cases opened improperly by the XXXX reps were blatantly closed with a decision as Authorized by chase. The following day the temporary credits from the closed cases get removed from my account leaving me with a negative - $ XXXX account balance causing my credit card payment to bounce. We are on day 6 from where I was to have received the temporary credit for the transactions that I placed the claims for and the 3-4 day credit that should have been applied to my account is now being delayed to an 11 business day wait for approval from chase management. Their reasoning being the large amount of money that is being claimed for purchases not provided by merchant. Now I am sitting here with a negative account balance, my money that was stolen from the merchant in limbo waiting for my bank to properly take action, and now even damaged credit remarks as a result of the bounced payments as a result of the negligence of the outsourced claim agents from chase.

Company response to consumer: Closed with explanation