Consumer complaint received 2018-05-16
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
We used Chase quickpay and have had a reoccuring payment of {$370.00} set up for rent between my spouse and I. The XX/XX/XXXX payment for quickpay was accepted and the XX/XX/XXXX wasn't. The issue is that the XX/XX/XXXX payment never posted to my spouse 's account. We both called chase and they stated it was user error because the money went to the incorrect place. We've never had issues like this before and have used quickpay for many years. 

We double checked all the information and it was his information. Even though they claimed it was my error for inputting the incorrect number. I had to clarify that it is his number but someone else had registered it through fraudulent means. 

We've submitted two claims. 
Claim # 1 was submitted on XX/XX/XXXX and chase submitted as user error. They said they would let us know the results in 3-5 business days. We follow up on XX/XX/XXXX about the claim. It was denied. We were very upset because they didn't update us and confirmed that someone else had claimed the money but with my spouse 's number. They even gave us the person 's name of who received the funds. 

Claim # 2 was submitted on XX/XX/XXXX. Again, we were informed that we will be contacted withing 3-5 business days. This time the claim was submitted confirming that the funds were obtained through fraudulent means. They didn't follow up again. We called back on XX/XX/XXXX and chase let us know that they tried to retrieve the funds from the account but nothing is in there. They also followed up with that the claim was denied. 
Throughout this process we've called at least 10 times each and continually get incorrect information. We get passed around like a hot potato and the customer service reps do not have any critical thinking skills. We often speak to overseas call centers who have to stick to a script and tell us we are at fault. 

This has been one of the worst customer experiences. Customer service reps are not empathetic. One of the reps said it wasn't their problem. The other reps have not been helpful as they will not let us escalate to their manager because they are unavailable and we always have to speak to a department that is closed. 

This is theft and they put responsibility on the consumer. This is unacceptable as they've disclosed the person 's information and even attempted to retrieve the funds, implying that they also believe the funds should be returned. They are assuming XXXX liability and are basically telling us there is nothing that they can do. 

As a big bank with federal backing, it is sad to experience poor customer service and treated like we are at fault. Fraud is fraud and theft is theft. 

What's even worse is their logic in all of this. The XX/XX/XXXX payment was accepted by this person. The XX/XX/XXXX payment was sent but returned after 15 days which is a standard practice according to them. Then we call at the end of XX/XX/XXXX and they tell us that the phone number isn't register to anyone. My spouse is able to register is number and then later we find someone else had registered for XX/XX/XXXX. They accepted the XX/XX/XXXX payment but not the XX/XX/XXXX payment and unregistered themselves only for my spouse being able to at the end of XX/XX/XXXX. 

It's extremely upsetting to hear your bank say there is nothing they can do for you when fraud was committed.

Company response to consumer: Closed with explanation