Consumer complaint received 2020-04-16
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My complaint is about chase bank. On XX/XX/XXXX I received a text message asking if I charged over a hundred dollars to account that this may be fraud. I responded 'No '. Immediately I received a call from a woman Claiming she was from chase fraud department and professionally went over all the charges with me where she said these charges were out of state if recall she said North Carolina and Florida. 6 {$100.00} Charges at a target total of {$630.00}, and 2 {$110.00} charges at a XXXX a total of {$220.00} making that all together {$850.00} in charges! While on the phone as she said she was reversing the charges we got disconnected. After the call I looked at my bank account and more charges were on it. I tried calling chase customer service and was on hold for almost an hour so I hung up and said I'll call back in the morning since it was getting late. With Covid going on chase states online that wait times are very long. For 2 days I kept calling and waiting over 4-5 hours to speak to someone ... No answer. This caused me to lose the new place I was Supposed to sign for and use this $ for the down payment. I asked her if she can hold the place but someone else signed for it the next morning. At this point I was devastated. I finally went to a chase drive through not wanting to leave the house because of the pandemic risking my health and spoke to someone who looked in my account and said it looked like there was definitly fraud and that someone also tried changing my pin, they had me drive to a branch with the lobby still open to see what they can do. When I got there they would not let me in at first. Due to the virus. After I explained my situation they let me after 30 minutes I sat down with a banker to where she explained there is nothing they can do that I have to call the claims dept. That the wait times can range up to 18 hours. Frusterated and stressed out I went home and kept calling. Finally getting ahold of someone I believe XX/XX/XXXX he helped reverse all the claims, he seen the fraud, he seen my pin trying to get hacked. So he deactivated my old card sent me a new one along with a new pin. On XX/XX/XXXX the money Finally got reversed into my account a few days later I received my new debit card and my pin. I finally had access to my funds and everything was corrected. On XX/XX/XXXX I opened my chase app to look at my account. They were back. All 8 charges were reversed back into my account. Thinking it's a mistake I tried calling chase for hours - again. I spoke with someone after an hour she said she would transfer me another 2 hours went by.. On hold no one. I hung up. The next day XX/XX/XXXX I called again finally talked to someone after an hour and a half. She said the claim was denied and the charges can't be reversed that it's not fraud.. NOT FRAUD? I didn't approve the fees. I did charge the fees, I didn't travel out of state? I haven't traveled out of state in almost 3 years! Not fraud?! She said there is nothing they can do. None of this made sense. Chase has helped me in the past with fraud on my account its never been like this. She also mentioned something about XXXX XXXX? But last year I had someone take my info and took all my $ via cash app and chase quickly took care of the situation in minutes, with no issues. Part of the reason I stayed with chase for years. I'm frustrated and depressed, this is a very critical time with this pandemic happening. I sat in my room with XXXX the whole night and decided to do as much research to get this sorted out I'm going through a financial situation in my personal life and I can't afford to let someone take almost {$900.00} out my account. I don't have any documents to share since its all on my chase app and it doesn't allow screenshots. No one should have this happen to them. Ever. Especially during a critical time. Someone please help

Company response to consumer: Closed with monetary relief