Consumer complaint received 2016-05-06
Company: JPMORGAN CHASE & CO.
State: OH
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/16 I called Chase to file a dispute with Chase Bank for charges on my account I did not authorize. The rep on the phone took my complaint and I was issued credits {$480.00}. Then on XXXX/XXXX/16 I received a voicemail from Chase with a message to call them back. Upon calling back I spoke to a rep who stated that the dispute was now closed and the credit was permanent. The next day ( XXXX/XXXX/16 ) I was again left another message from Chase. I again called in and explained that I had called in yesterday and they told me the dispute was granted only to be told that was a mistake on their part and it was in fact denied as the dispute was inadvertently coded wrong when the initial complaint was made on XXXX/XXXX/16 as " fraudulent '' not " unauthorized '' as it should have been. The rep apologized for the error and said they were going to refile the complaint making sure it was coded as " unauthorized '' not " fraudulent ''. At that time, I specifically asked the rep on the phone if he wanted any documentation from me regarding the complaint and he said if they do they will call and request it from me. 
On XXXX XXXX, 2016 I was notified on my online account that I was overdrawn. Knowing that I should have had funds I went online and checked and saw that Chase had reversed the credits from the dispute. This time instead of calling just the dispute center I called my local Chase Branch ( XXXX XXXX XXXX XXXX, XXXX, OH ) and spoke to XXXX XXXX who made a conference call to the dispute center with me on the phone. The dispute center told XXXX and I that the claim was again denied as I had not provided any documentation to support my statement of it being unauthorized. XXXX explained that I was told if it was needed they would request it and the rep on the phone told her if I faxed it in they would reopen the claim and process it. The rep provided a fax number to fax the documents into them. I took the documents into my local Chase branch and XXXX faxed them on my behalf. We were told it would take XXXX hours to have them reviewed. 
On XXXX/XXXX/16 I again saw that Chase had reversed another credit for the dispute. I again went to my local Chase branch and spoke to the branch manager XXXX XXXX. I provided XXXX with all of the documentation and he called the dispute center while I sat at his desk. The dispute center advised him that they never received the documentation per my previous call with XXXX. XXXX again got the fax number and faxed it while he was on the phone with them and also uploaded it to Chase 's secure online file system. XXXX told the rep on the phone that he had the proof that the charges were unauthorized and that the charges should be reversed. XXXX told me to follow up with him Monday to see if they got the documentation. On Monday XX/XX/XXXX I went back to the Chase office and met with XXXX he called the dispute resolution center, spoke with XXXX, who said they reasserted the complaint and it would take 3 to 5 business days to review the documents. XXXX and I set up to follow up date of XXXX/XXXX/2016. On XX/XX/XXXX I met with XXXX and he called the dispute center to find out that they denied the claim again. This time we were told the claim was denied because of inconsistent fillings. XXXX tried to explain to them that the first filling was a mistake and that Chase refilled it correctly upon learning this. The dispute center told XXXX there was nothing else they could do the matter was closed. XXXX told me that he would file an internal complaint with Chase and he would again follow up with me in a few days. Today XXXX/XXXX/16 XXXX called me and advised that he spoke with his district manager regarding the complaint and there was nothing else they could do. At that time, I decided it was time to take the complaint to this agency.

Company response to consumer: Closed with monetary relief