Consumer complaint received 2020-11-16
Company: JPMORGAN CHASE & CO.
State: IL
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:
Today is XX/XX/2020. 

On XX/XX/XXXX, I was walking through the woods on a cabin trip in Wisconsin, when my phone noticed me of a successful Chase Quickpay transaction to a " XXXX XXXX '' for {$420.00}. Alarmed, but currently on a walk with friends, I made a mental note to investigate this and make a claim later. 

On XX/XX/XXXX, I called Chase and disputed the transfer. They said my checking out that was used for QuickPay would be frozen, and I'd have to probably have to close my account. They said they would send me back the {$420.00}, and investigate the transaction. ( On XX/XX/XXXX, I received my {$420.00} back. ) A few days later, I went into the local branch to fix my account, and was forced to wait on hold with an agent for an extended period of time. Nothing was resolved with my account. 

A few more days later, my account still frozen ... I went back into the branch, and XXXX helped me open a new account, and get my funds transferred over and my bills/deposits corrected. 

Now ... .XXXX XXXX or so I received a letter saying that the team has reviewed the transaction and deemed it 'processed correctly ' and 'authorized '. They then REMOVED {$420.00} was from my account again. NO EVIDENCE OR INFORMATION WAS GIVEN IN THIS NOTICE FROM CHASE. Simply, " we found it to be authorized ''. 

I called Chase to get information about this, and they would give me NO FURTHER information over the phone. They said they would send a letter with the evidence provided. 

I waited another week or so, and received a letter that simply said : " In reviewing the online profile, the service provider is consistent with the customer 's history. The device used is consistent with customer 's login history and there were no log in failures. '' They did NOT give me any details though. They didn't list the service provider. They didn't list the location of access. They didn't list the device used. 

The moment of the transaction, when I received the notification ... I was ON MY PHONE in Wisconsin where I do not live. My laptop that I would use for online banking was also there in Wisconsin. I live in XXXX, IL. 

I called and went into the local branch again to get this looked at 2 weeks ago or so today. They claimed that the " Vendor '', who I suppose is " XXXX XXXX '' ( Someone I do not know, and have never heard of before. AND have never made a transaction with before ), had presented evidence to show that the transaction was legitimate. They said they would send me the evidence within 5 business days.

It has been over 10 business days and I haven't received this evidence to review and dispute. I DID NOT MAKE THIS TRANSACTION. Chase is STEALING my money and won't even show me the evidence used to TAKE MY MONEY. 

Also, when on the phone with support at the local branch, they claimed that the {$420.00} transaction was attempted to be made one day earlier as well, AND DENIED. I wasn't notified of this at all. Then for whatever reason it was attempted again the next day and went through. If I wasn't notified of the denial, why was the transaction allowed to go through on the second time?!?!?! 

They are delaying and only showing me bits of information at a time in HOPES that I just give up and let them keep my money. I will not give up though. I do not know XXXX XXXX and I did not send him {$420.00}.

Company response to consumer: Closed with monetary relief