Consumer complaint received 2021-07-09
Company: JPMORGAN CHASE & CO.
State: LA
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:
Bank is denying 2 bank fraud transactions totaling {$5800.00} dollars after they were put on alert that I was being hacked and to dis-allow any unusual transactions. 

XXXX due to a timeframe technicality and XXXX claim saying it was authorized by XXXX I have gone thru channels of the bank through the fraud division as well as the local branch manager to no avail on several occasions and have reached dead ends. 

Back in XX/XX/XXXX My computer was hacked. 

XX/XX/XXXX Chase was put on high alert by me not to let any weird or high dollar transactions go thru without my approval. This included an XXXX purchase for {$980.00} which they reversed back to me. Date of transaction was XX/XX/XXXX. Reversal was XX/XX/XXXX. They again swept that money from my account on XX/XX/XXXX. 

I had several smaller transactions go thru that they reimbursed me for ( XXXX to XXXX ). 

I was able to prevent a {$1600.00} XXXX charge in XXXX myself. 

I was diligently watching thru their web portal for strange activity. By XXXX I figured all was said and done. 

XX/XX/XXXX Im notified by my CPA of a {$4900.00} dollar XXXX transaction at chase wanting to know what it was for. She said it was dated XXXX. 

I pulled up my online banking and didnt see it???? She said I had to goto my actual monthly statement and it was there. Sure enough there it was. I was unable to catch it due to it not showing up in daily transactions. Unbeknown to me the hackers also put a filter into my emails so that credit, debit and bank transactions were going direct to spam folder so I wouldn't be notified of any strange transactions. 

XX/XX/XXXX - Not remembering anything like that I called chase fraud and asked them about who what why where and when and upon my request it mysteriously showed up in my daily transaction ledger online. I told them I didnt want to file fraud just in case this was something I bought or whatever and I needed to research it first. She said thats fine just let us know, never divulging it was time sensitive! 

A month goes by and Im finally getting around to researching it and I see on XX/XX/XXXX, one day after the {$4900.00} transaction went through there was another XXXX transaction for appox the same amount that Chase denied on XX/XX/XXXX. This denied transaction has mysteriously disappeared and is nowhere to be found. 

XX/XX/XXXX I tell them of my research and the denied XXXX on XX/XX/XXXX and that assured me the XX/XX/XXXX was fraud. They said ok and credited my account. 

XX/XX/XXXX CPA advises me they took the {$4900.00}. back out of my account. I goto fraud and they come back saying I missed the dead line and was too late file a claim. They say had I filed in XXXX when I notified them the first time I was within the time frame but since I waited so long I missed there deadline what deadline? 

Escalated the claim through XXXX XXXX the Chase XXXX branch manager who felt I had obviously done my due diligence she escalated the claim to corporate and was again turned down the denied XXXX transaction of XX/XX/XXXX has disappeared and nowhere to be found on the website. 

I am currently short {$980.00} that was a projector purchased through XXXX and was shipped to a brand new added address that was never ever shipped to in the past. Chase simply said it was authorized. 

I am currently short {$4900.00} due to the fact they claim that I filed the case too late. Acknowledging that I called them within the time frame and they never once said time was of the essence! 

Why has the denied XXXX transaction of XX/XX/XXXX disappeared off of Chase banks ledger???? 

I feel like theyre stealing my money over technicalities!

Company response to consumer: Closed with explanation