Consumer complaint received 2015-05-12
Company: JPMORGAN CHASE & CO.
State: LA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
I had an unauthorized charge on my debit card for {$140.00} from a book merchant in XX/XX/2014 so I called my bank to dispute the charge & was told that as a courtesy, the charged would be reversed while they investigated the issue. In XX/XX/XXXX I learned that my account had been overdraft into a little over {$200.00} but since I did n't sign up for overdraft protection I figured that whatever the charge was ( because I had n't used my debit card any that month so it did n't come from me ) that it would be revered & thought nothing else of the matter. I received a letter about the issue & called but a recording came on about some type of trip/vacation giveaway/promotion & then something about high call volume & then the phone would disconnect but again I was thinking that the issue would be reversed because I is n't have the overdraft protection. In XXXX I received the same letter but now the overdraft totaled a little more than {$200.00} & I was thinking how is this possible I have n't used my card since XX/XX/XXXX! So I called my bank & was told that they had reversed the credit of the unauthorized charge! My question was why and why had n't I been informed that this was the result of the investigation? The lady told me that she did not have that information but she would get her manager to help me with that issue. The manager got on the phone and asked how could she help and I asked why was the charge reversed and why had n't I been notified of that action. She told me that the company said that the book return was late so the charge was reversed, now I 'm perplexed. I dropped the book off at the XXXX location weeks prior to the due date so what XXXX did after I dropped it off had nothing to do with me plus it was in the month of XXXX, XXXX holidays, busy month, etc how can I be faulted for that and plus they still have the book in question that apparently you just informed me that I 've paid for! Why would you reverse a charge to a company that I returned unaltered, non-damaged goods back to? I was then told that I would have to contact that company, wow! So I asked for and was given the number to ecampus.com books, was told someone would return my call to help me with the issue but after XXXX days I had n't heard anything so I reported them to the BBB at the end of XXXX and to date the BBB has not gotten a response from this company although they have until XXXX. It 's a little disturbing to learn that a bank that 's suppose to secure your money can complete a unauthorized charge investigation be told something to contradict their consumers claim & they just release your funds just like that without warning, notice or follow up, nothing given to you so that you can argue or provide proof to that dispute. When I disputed the charge I told the bank CS agent when I mailed the book & that maybe the company has n't received it yet because of the holidays but that I dropped the book to XXXX almost two weeks before the book was due on the XXXX of XXXX & I know this because they sent a reminder that the book was coming due and then another XXXX stating if I needed more time, etc which I did n't because I had already shipped it. So even knowing this ( I know they put notes on cases ) the bank still chose to reverse the credit and did so without warning or notice about the investigation & their choice to reverse a {$140.00} charge based off a company saying " the book was late '' not that they did n't receive the book ( which would have been opposite to my claim of me returning the book ) but it was late! I paid for a book that I do not have because my bank thought it best to reverse a charge that was unauthorized simply because the book company said it was late all without notice or investigation follow up choice & that 's highly unacceptable in my eyes.

Company response to consumer: Closed with explanation