Consumer complaint received 2020-05-10
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
This email is in regards to XXXX XXXX XXXX XXXX. My XXXX children and I stayed at that location from XXXX2020 through XXXX2020. Throughout the duration of my stay, there were unauthorized transactions that took place on my Chase banking account by this business. I dealt with front desk personnel XXXX XXXX, XXXX XXXX, XXXX XXXX ( who I told was fired ), XXXX, XXXX, and XXXX. There was one other XXXX female at the front desk but don't remember her name. There was {$160.00} taken from my bank account unauthorized and not sure what it was for. When XXXX XXXX and XXXX XXXX was asked about it they refused to address it and became disgruntled and argumentative. On the same day they authorized {$240.00} from my account that they weren't supposed to. It was only supposed to be {$200.00}. They blamed it on Chase Bank. Despite, disputing it with my bank after the front desk staff advised it would drop off and didn't, XXXX XXXX still lied to Chase Bank claims department and stated it wasn't an error. 

When I reviewed my account and seen that there were charges that weren't supposed to be on my account, I requested from XXXX XXXX print outstanding of my booking receipts to compare to my reservations. She stalled for an entire day. She gave me a 3 pages one day and the other pages the next. They weren't given all at once. I noticed that XXXX XXXX was running back and forth from the back offices while smirking. XXXX XXXX was in the back giving her the papers to give me. Once I finally reviewed the paperwork they gave me I noticed that they were altered. My reservations would sometimes be for 3 days and within that particular reservation, per the documentation provided to me my rates would increase from day to day. One or the two of them were altering documents to make it appear that they charges were legit when they weren't. They would run my card when I wasn't at the desk or hadn't authorized the transactions. As a result, my account was overdrawn on more than one occasion for more than {$500.00}. There was a transaction for over {$480.00} that I don't recall authorizing. The XXXX owners called my cell phone and threatened me. They came over to the property on XXXX2020 and told me I had to come downstairs to speak with them because of the claims I'd filed with my bank. They both were verbally aggressive. The heavier XXXX repeatedly walked up on me. He even snatched my cellphone and moved it to another location on the table. They didn't care about President Trump 's social distancing policy in place. They even started that they didn't care about XXXX law enforcement. They ordered my XXXX children and I off the premises. 

They have plumbing problems. They also have leaks in their A/C units as well as no air at all in some rooms that they still rent out. Closets are not in and broke. Chairs are completely broke which left a scare on me. I still called XXXX XXXX customer service and gave the location compliments. Once I did that, they were horribly mean. Again, they are lying on claims that are valid. They stole XXXX XXXX Reward Points from me. They billed my checking account for nights that Reward points paid for which gave me free nights. They stole Reward points and checked others in with my free night vouchers. Even XXXX told me that I should've received my monies back from the claims I filed, but XXXX XXXX consistently lies. He was the one who ran the {$240.00} transaction when it was only supposed to be for {$200.00}. 

They would authorize my account for lower amounts while I was at the desk, but then they would post for a higher amount. This had nothing to do with security holds. 

Again my account is now overdrawn {$1000.00} due to their antics.

Company response to consumer: Closed with monetary relief