Consumer complaint received 2023-06-09
Company: JPMORGAN CHASE & CO.
State: NV
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:
The transactions : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My name is XXXX XXXX XXXX On XX/XX/XXXX, around XXXX I went to a chase bank to deposit my earnings for the day ( I am XXXX XXXX ). For one reason or another I accidentally left my card in the drive through atm. I did not immediately notice, so I preceded to go home and go to bed. The following morning ( XX/XX/2023 ) I received a fraud alert via text. I immediately checked my account and saw that a XXXX XXXX transaction had been reversed and the transactions from above were authorizations. 

I called the chase fraud department to notify them of my issue. The rep I spoke with was pleasant and assisted me with locking my old card, sending me a new one, and disputing my transactions. I was notified if the transactions in question were to post, I would be refunded temporarily while chase conducts their investigation. On XX/XX/2023, chase claims department came to the conclusion that they would not approve my claim. I called and spoke with a rep the following morning to be notified I was denied because my pin was used on these transactions. I requested a supervisor because I know this was not true. This supervisor notified me that the previous rep was wrong for saying this and he/she would get a coaching on telling consumers the wrong information. This supervisor also appealed my decision for me and I was told it would take 3-5 days for my claim to be opened again or not. 

On XX/XX/2023 my claim was not opened again. Of course being frustrated I called spoke to a rep and then requested a supervisor. This supervisor was the most helpful, he listed to my issues, he even let my know that the card that was closed was still being used after I closed it, and received a new one. This rep also let me know that my initial claim was set up wrong and the representative stated I still had my original card in my possession. Whatever the reason were for me being denied, he assured me he would open the claim again and there would be no reason I will be denied again. On XX/XX/2023 I received a temporary credit again and was told once again no need to worry you will get your claim approved with the information that was provided. 

XX/XX/2023, my claim was denied once again. I called again to follow up and see why. The first customer service rep I spoke with, I immediately asked for a supervisor. This supervisor did not care about the two month long battle I had with her company or anything else she told me my pin was used thats why I was denied and talked over me. This of course made me irate and I began to yell. I disconnected the call and called again. Same process, I requested a supervisor the moment I talked to a rep. This supervisor was more patient and understanding. I let her know a brief summary of what I was going through and how the place I lost my card was a Chase bank and I wont understand why no one will look at the ATM cameras. She told me there was nothing more that she could do. 

On XX/XX/XXXX I went into the Chase bank where my card was stolen and notified them of wanting something to be done. The branch manager explained all they could do is either file a complaint on my behalf, or let me sit with a banker while they talk to a claims rep and try to open my claim for a third time. I was advised a complaint was the best option. 

It is now XX/XX/XXXX and I spoke with a supervisor with the complaint department for Chase. This individual let me know there was nothing they could do except see if the claim could be opened again or find the exact reasons as to why I was denied. This all has been a nightmare because : 1. My card was stolen from a chase bank drive through ATM with cameras. 

2. All transactions that were unauthorized were restaurants, gas, and bars. All of which do not require my pin.

3. I spoke to multiple supervisors that all said there would be no reason why both of my claims would be denied ( and they both were denied ).

4. Once I was denied I was given conflicting information from multiple reps/supervisors.

5. Chase as a company did not do their due diligence on investigating these claims and left it to me the consumer to figure out. 

Granite this is only XXXX dollars but I work hard for my money and to be told by whoever that I authorized these transactions are wrong. They did not do their job and denied me on no good basis at all. They did not do their job correctly.

Company response to consumer: Closed with monetary relief