Consumer complaint received 2018-10-03
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
My name is XXXX XXXX XXXX, I am having issues with a gaming app called XXXX XXXX XXXX, it began with a purchase for a of a {$99.00} pack i got for {$4.00}, however after the purchase they did not give me the items part of the package. 
I contacted the apps customer support ( which by the way is the worst in the world ), they either never respond or just say sorry they can not help. 
I then decided to contact my bank " Chase '' to get a refund for the transaction.

After dealing with one of the fraud agents, he stated we will submit a fraud claim, I said o.k and requested to then collect all the money back because this game is known for banning peoples account for requesting for a refund and i did not want to lose the time and money already thrown at this game. the gentleman then stated we could only request a certain amount I then asked to speak to a manager who repeated what the previous agent stated so after time on the phone the manager stated he knew what to do, and ended up creating 2 fraud complaints.

Was told if the Developers of the game do not respond within 90 days i should be fine.

We are now on the 90th day and i check my bank account and they took back the full amount of {$1900.00}. 
When i called my bank they explained i was never going to get that money because it was withing a 60 day liability law, so myself and my wife began to ask why even refund that money if you knew we were never going to be able to stay with that I would have rather it stayed in pending so i could not have touched it. With Chase taking back the money the way they did i am now negative almost {$1800.00}.

I now called Fraud with the letter i got the same day informing me of them taking back the money ( yes the same day XX/XX/2018 ). The manager i spoke with could not even give me a proper answer of why the previous fraud manager even allowed for the refund for previous transactions if they were withing this 60 day liability law she continued to mention. 
I work customer service have my whole life from XXXX to now XXXX XXXX XXXX Medicaid Dept., and anyone that has done that type of work can already see exactly what the original fraud manager did, he did anything he could to keep me quiet so he could get me off the phone instead of actually helping me, so since he violated his own liability law they keep telling me this is now a Chase responsibility i feel, if it was known i would never have been approved for that money it should have never been refunded to me let alone a case opened for me, the agent personally XXXX myself my wife my XXXX year old XXXX son and my XXXX month old daughter, i'm not sure if he knows what bills are or if he assumed i was some rich privileged adult, but all he did was cause XXXX and XXXX on my family because i am scrambling to see what i can do so i can get my account from this huge negative deficit, i am even losing my check from work due to the negative balance that now exists on my account and its XX/XX/XXXX which if anyone is aware due to their own personal life, i have to pay rent and other bills but i don't even have a pot to XXXX in at this point, i'm begging, pleading, crying for anyone to help and please do something about chase and all these other banks taking advantage of people or just doing the job incorrectly just to get us off the phone because they prefer to lie to us so they will not have to deal with us, i go above and beyond for all my customers/members, i would have appreciated the same & not being lied to.

Company response to consumer: Closed with explanation