Consumer complaint received 2023-06-16
Company: JPMORGAN CHASE & CO.
State: WV
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:
Chase bank has allowed a merchant to make an unauthorized charge on my account and keeps denying my claim even after I have given proof ( and they have proof in their system ) that it was unauthorized. 
Chase Bank has someone in the claims department that is intentionally allowing a merchant to illegally take my money and are trying to make me responsible for it. 
I'm sending this complaint because this is not fair or legal at all with that these Chase claims representatives and the people that " do investigations '' are doing. 

I made a claim with Chase Bank in XX/XX/2023, to receive a refund from the merchant ( called XXXX XXXX ) that gave me online service that I was not satisfied with. After a month of back and forth, the merchant refunded the money and Chase reversed the temporary credit from my account. My account was even left in the negative after the claim was resolved. While at a Chase branch ( in XX/XX/2023 ) I closed the debit card that the merchant had access to, so they wouldn't be able to charge me again. That same day I was told by a Chase banker the claim was done and resolved. 

Then a month and half later ( XX/XX/2023 ) I woke up to ANOTHER charge from the same merchant ( XXXX XXXX ) for the same amount of money ( {$490.00} ). Please keep in mind this charge was AFTER I closed the card that I originally gave to the merchant. And I was told that they would not be able to have access to my money again. 
No one at Chase could or would explain to me why the merchant was able to make an unauthorized charge on my account after I closed the card. The merchant never had access to my bank account or routing number. I disputed this unauthored charge with Chase ( XX/XX/2023 ) as it was a completely separate issue than the original refund dispute I made in XXXX. Chase continues to attach this claim to the on in XXXX even though they are completely separate issues. 

With months of back and forth calling tons of people in the claims department and going to two different Chase branches to get help, Chase continues to deny my claim saying that this charge was legitimate when the Chase branch bankers SAW on their computers that it was not. 
Chase claims representatives even put this unauthorized charge in the system as an ATM/chip transaction when that is completely false! Because the merchant provides a solely online business service. The merchant doesn't even have a physical business address their customers can go to or even meet with them. So I never made any transaction with them in person. 

So this has led me to believe, that someone in the Chase claims department is intentionally siding with the merchant to scam me out of my money and won't do anything about it. 

I don't know if someone in the claims department has pocketed that money or what, but multiple people in the Chase claims department have refused to take my proof that I have sent through fax and through regular mail. And they refuse to tell me exactly why they are siding with the merchant and not me when Chase was the one that let a completely unauthorized charge go through on my account! 

After I was told the first situation was resolved in XXXX and I closed my card, I NEVER spoke with or bought anything from that merchant again. So my claim for the unauthorized charge in XXXX is legitimate. Just like my claim from XXXX ( which was already resolved before this ) was legitimate as well. 
I see now that Chase DOES NOT care about their customers and will do absolutely nothing to help them from being scammed but fraudulent scammers on the internet. Instead they will join forces with the scammers to take money from their very own clients that have done nothing wrong.

Company response to consumer: Closed with explanation