Consumer complaint received 2023-01-17
Company: JPMORGAN CHASE & CO.
State: NY
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:
On XX/XX/XXXX I had an unauthorized charge from the XXXX ( merchant ), upon this charge Chase sends me a text message at XXXXXXXX XXXX asking whether the charge was authorized in which I responded via text no. This response sent my account into a spiral XXXX XXXX 's XXXX weekend because of my text response Chase in turn closes the card and issues a replacement. I then get on the phone with a chase rep ( same night ) and requested that the card be express delivered to avoid not having the card over a 3-day XXXX weekend ( where banks will be closed ). I contacted the merchant in which they confirmed via email that they would refund my account, I then got on the phone with a chase rep ( several of them during this ordeal ) explaining the situation and how I was expecting some ach 's to hit my account and that this was going to cause an issue. After speaking with several confused chase reps ( all of which gave me a different story on how I would be able to access my account ) they said they were going to issue the credit pending the investigation and refund from the merchant. At this point I am thinking issue somewhat resolved, but then the issue of accessing my money snowballed. Some reps said ( again over holiday weekend banks closed ) that I would be able to use my digital wallet in the interim which I tried but when trying to use my digital wallet as advised I was not able to withdraw my money from Chase atm saying that I needed to speak with someone. I sat with manager and rep at the Chase Branch located on XXXX XXXX XXXXXXXX XXXX who stated that they were just as confused and that my card is not being delivered for, they did not see a tracking number ; we also confirmed that I was charged {$5.00} for a rush order although being told I would not be due to replacement. The manager then worked to credit that money back on to my account while we called over the phone to speak with Chases debit card dept. to handle why I could not access my money using digital wallet ( despite using it at least 4 times in the morning at different merchants ). I left the branch with the issue somewhat resolved being told by serval reps to carry cash over XXXX XXXX XXXX weekend this notation compromises consumer safety. As I continue to use my digital wallet, I then incur further restrictions were unable able to fully access my money. Fast forward today I notice a chase claim reversal on the initial charge that sent this account into a spiral. On XX/XX/XXXX the charge had taken place, on XX/XX/XXXX I see a - {$110.00}, I then contact Chase who in turn issues a temp credit to bring account current as ach 's are coming through, then on XXXX there is a reversal claim of that same amount {$110.00}, and then again on XX/XX/XXXX. The problem I have here is that despite the fact that I took all the measures provided to me via chase to ensure my account safety, closing debit ( against my wishes ) issuing another debit card, being charged then the charge posting to then be issued a credit, then the refund comes through and more than 20 days later I find myself still dealing with this charge rather then as soon as the refund hit chase should have reversed the claim in that instance as opposed to waiting more than 20 days later leaving my account in a negative. The whole purpose was to help me correct this charge as oppose to credit it and despite taking as soon as refund it they wait 20 days later to allow my account to spiral in a negative. I still incurred the charge I was trying to correct and avoid. I want a credit back into my account considering this nightmare of an ordeal I had to be forced to deal with over a long holiday weekend on chases part over the merchants mistake.

Company response to consumer: Closed with explanation