Consumer complaint received 2019-04-23
Company: JPMORGAN CHASE & CO.
State: TX
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 Friday, XX/XX/2019, I gave XXXX XXXX /XXXX XXXX   XXXX permission to use my debit card to pay a payment of {$540.00}. Within a hour I checked my account and discovered I was {$1100.00} over drawn because the XXXX XXXX/XXXX XXXX XXXX had tried to take {$540.00} and {$1500.00}. I immediately called my local Chase Branch to inform them I did authorize the {$1500.00}. I was advised by a man there to call the XXXX credit to let them know I would be stopping that payment at a cost of {$30.00} to me. I called and talked to XXXX XXXX. She informed me there had " been a glitch in the system and it was immediately voided and recalled ''. I called the local branch back and spoke with a woman. She explained that stop payment was not allowed because I had used my debit card however if it was recalled " it would be batched at midnight '' allowing the money to be returned to my account. On Saturday, XX/XX/XXXX, the money had not been returned. I called the 1800 number for assistance. A woman there said that this is considered fraud. She stated that would receive " a partial refund on the next business day pending review ''. On Monday, XX/XX/XXXX, nothing happened and I continued to be overdrawn. Today, Tuesday XX/XX/2019, I called the bank branch and was sent elsewhere.I believe it was the fraud department. I spoke with several people there. I was transferred from one supervisor to the next. One person said it wasn't fraud and I would have to wait for the XXXX credit to remove the charge.I was told by one person it would 3-5 days. Another told me 3-4 days. Finally another one told me 2-5 days. I was on the phone with a man named XXXX. He said to me " you cant wait another two days? ". I was very upset and demanded to talk to his supervisor. XXXX stated " hes gon na tell you same thing I did. I have told him everything ''. Again I demanded to talk to his supervisor. XXXX said " is it gon na make a difference? ". I explained that it would. I needed to know why after 5 days of knowing that it was an inappropriate charge and that it was overdrawing me was no one doing anything. XXXX said " well its a computer and we just have to wait ''. I asked if there were not people controlling these computers and I was told " no ''. He finally transferred to XXXX. XXXX said he was really sorry to have this happened and that he " would temporarily fix it ''. He put the {$1500.00} back in my account and had me check while we were on the phone. This had been " temporarily been resolved ''. XXXX then said " I'm gon na ask you a question but you don't have to answer it ''. I said " OK whats the question ''. XXXX asked " what do you need to spend the money on? ". I him it was for " gas and groceries ''. I feel that I was discriminated and demeaned by the question and his attitude. I felt forced to answer as I needed my money and that if I declined to answer he would undo the " temporary fix ''.

Company response to consumer: Closed with explanation