Consumer complaint received 2021-11-01
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:
Visited XXXX XXXX XXXX XXXX on XX/XX/XXXX. 
Authorized purchase- {$30.00}. 
During checkout, receptionist apologized and informed me that she accidentally mixed up the cards of myself and another customer who was checking out at the same time. Unknowingly, the other customer had a wax pass - a recurring charge for XXXX. This was not discovered until XXXX, when charges began coming out of my account via debit card. Please see the following charges : XX/XX/XXXX - {$130.00} XXXX - {$10.00} XX/XX/XXXX - {$130.00} XXXX - {$10.00} XX/XX/XXXX - {$130.00} XXXX - {$10.00} These charges created overdrafts from this account. 

I filed a complaint with Chase bank, was advised to rid the old debit card so that charges would cease. The money was refunded to my account via reversal on the following dates : XXXX - {$130.00} XXXX - {$10.00} XXXX - {$34.00} XXXX - {$130.00} XXXX - {$130.00} XXXX - XXXX @ {$34.00} The funds were then removed on the following dates : XX/XX/XXXX {$130.00} XX/XX/XXXX {$130.00} XX/XX/XXXX XXXX @ {$10.00} From the above withdrawals, I have incurred two overdraft charges on XX/XX/XXXX At this point, I feel that this claim has been prolonged due to unfair treatment and discriminatory disadvantages. I have had several conversations with representatives regarding my claim, during which valuable information and order of process was withheld. For example, my first initiated communication suggested that I contact the company and dispute it with the owner. I was never informed about the inability to stop the charges on my debit card or the option of closing the card and applying for a new debit card. It was not until I went into a Chase branch that I was afforded that option. Upon recognition of the claim, I called the claims department, who routed me to a manager, and I was told that funds were reversed because I did not respond to 4 questions. I informed the manager that no one ever asked the questions of which he provided examples. The remainder of the conversation extended to me being told I have reached the maximum amount of appeals on the claim. I have asked to whom the bank spoke, as one manager agreed to clear the withdrawn funds because she agreed they were fraudulent/ wrongfully charged. The bank representatives ; however, appeared frustrated and not willing to hear the details. One person in the claims department even hung up the phone on me. He told me to wait for a letter, and I told him I would like to speak with a manager for resolution, to which he said " we have your information, ma'am ''. I told him that I felt he was being extremely dismissive and unprofessional. He responded, " There is nothing that I can do. '' Without haste, the phone hung up. 
I feel that all of the representatives who " pushed me along '', did not find value in my claim. All of the representatives who were rude or unhelpful, by voice, appeared to be of XXXX and XXXX descent. The only assistance that I received was from the in-person branch employee and a young XXXX female. Everyone else, appeared to hurry me off of the phone. I have several accounts with Chase and this has been a HORRIBLE experience. I am seeking other banking options so that I do not have to revisit such unfair and humiliating discrimination again.

Company response to consumer: Closed with monetary relief