Consumer complaint received 2019-03-22
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: Transaction was not authorized

Complaint:
Action Taken By The Company Between the dates of XX/XX/XXXX - XX/XX/XXXX an individual ( or group of individuals ) contacted Chase Claims and opened multiple claims that reversed payments to creditors authorized by me and then used the credited reversed funds and fees to make unauthorized transactions. 

XX/XX/XXXX : 1. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment on a personal loan to Pave for {$360.00} from XX/XX/XXXX. 
2. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments of {$190.00} made to XXXX XXXX on behalf of XXXX XXXX to pay off a credit card. The date ( s ) of the reversed payment ( s ) occurred on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
XX/XX/XXXX 1. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed five payments of {$190.00} from XXXX XXXX to XXXX XXXX to XXXX. The five payments that were reversed from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
2. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed four payments to XXXX XXXX - three payments of {$180.00} and one payment of {$240.00}. The payment dates were XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
XX/XX/XXXX 1. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed an authorized HOA payment to XXXX XXXX XXXX XXXX dues. A payment in the amount of {$230.00} was reversed from XX/XX/XXXX. 
2. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed three payments made to XXXX in the amount of {$360.00} from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
3. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made to XXXX in the amount of {$210.00} from XX/XX/XXXX and XX/XX/XXXX. 
4. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed two payments made XXXX XXXX in the amount of {$190.00} from XX/XX/XXXX and XX/XX/XXXX. 
XX/XX/XXXX 1. Claim # : XXXX An unauthorized claim was made by an individual or group of individuals that retroactively reversed a payment to XXXX in the amount of {$360.00} from XX/XX/XXXX. 
Two payments were reversed from XXXX XXXX in the amount of {$190.00} from XX/XX/XXXX and XX/XX/XXXX. Two payments were also reversed from XXXX in the amount of {$210.00} from XX/XX/XXXX and XX/XX/XXXX. Finally, a payment was reversed from XXXX XXXX XXXX in the amount of {$230.00}. 
XX/XX/XXXX Claim # : XXXX I made a claim in the branch that was advised by a customer service representative. 
This advice was made when I went to close out an account after receiving a phishing email. It was then found that my debit card had been use to make multiple transactions totaling {$2800.00} between XX/XX/XXXX and XX/XX/XXXX Actions I Have Personally Taken To Resolve The Issue XX/XX/XXXX After beginning to receive claims paperwork, I immediately notified Chase claims department. The first claims specialist I spoke with was very rude. She kept badgering me about the final transaction on my account. When I couldn't provide her the information, she to call me back when I had the proper information and hung up. I called back and spoke with a guy named XXXX. I explained the situation to XXXX. He had me verify my last know transaction. After verifying my last known transaction, XXXX took a look at the claims made from XX/XX/XXXX. I advised XXXX that these were claims that I did not call in to reverse. 

XX/XX/XXXX This was the 2nd call I would make in 48 hours. The claim 's specialist, once again, was very rude. When I called back, I told the claim 's specialist I would like to speak to a supervisor. I was put on hold for 15 minutes. I finally became frustrated and hung up. 

XX/XX/XXXX This was the 3rd attempt made to ( attempt to ) get help in recovering my money. To get any answers, I had to use a potential review to the XXXX XXXX XXXX about Chase 's claims practices and protocols. I was then transferred to Chase 's Executive Office to escalate my claim. It was at the Executive Office that I spoke with XXXX. XXXX opened Claim XXXX on my behalf. She said once my claim was assigned to an Executive Office employee, that person would contact me at the number on file. 

XXXX - Mid XXXX My case was assigned to XXXX in the Executive office. We spent roughly 2 weeks before either one of us spoke on the phone - although she had left a handful of voicemails. I first spoke with XXXX on Friday, XX/XX/XXXX. I told her about the multiple claims that were opened against an account I had since closed. She claimed she only received two of the claims against the account. After speaking with me she assured me she was going to " investigate '' all the claims made that were made beginning at the end of XXXX. On XX/XX/XXXX, I noticed multiple payments being deducted from my Chase checking account. In the description, all I saw were numbers. On XX/XX/XXXX, I called XXXX to see why money was being debited from my account. Of course, all I got was XXXX 's voicemail. I left a message requesting a return call. By XX/XX/XXXX, I still had not received a return call. I called XXXX once again because money was still being debited from my account. This time I got a hold of XXXX. Her explanation for the debited funds was a bit odd. She told me that while they were " investigating '' these open claims, money was still going to be debited and there was nothing she could do about it. Finally, on XX/XX/XXXX, I received a voicemail from XXXX to call her as soon as possible. I returned her call once school was dismissed for the day. It was at that point, that XXXX told me they closed their " investigation '' of my claims and decided not to reverse their decision. When asked what research they used to complete their " investigation '' XXXX became short and told me I would have to subpoena the information. At that point, I hung up because I felt that it was a lose lose situation.

Company response to consumer: Closed with explanation