Consumer complaint received 2017-04-26
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I 'll try to be brief. In  XXXX  I submitted two claims for unauthorized, unrecognized charges on my checking account. I was told the claims would be concluded within 60 days. I was told that my card was being cancelled and I was being reissued a new one, and I paid for priority processing and advised the agent that I was leaving in 9 days for a wedding in another state. I asked if it would be best to hold off on reissuing the card until I returned, but I was assured that the card would arrive far in advance of the day  I  left and that I really should let the agent cancel it for the benefit of the claim. I then had to cancel my flight because the card never arrived and having contacted  Chase  multiple times, I was eventually informed that a new card had never even been ordered after my original was canceled. The closest  Chase  banks with the ability to issue new cards were both in excess of  200  miles from my home and my arrival destination, meaning I had no means to pay for gas, taxi, whatever the case may be. So in this instance alone the negligence of several Chase employees cost me  XXXX  $ I had invested into a flight I could no longer take. ( How was I going to pay for my Tuxedo rental, hotel, food, etc. ). In early  XXXX , I advised the bank that as we are approaching the end of the 60 day time frame, I would be out of town from  XXXX   XXXX  through the  XXXX  and gave an alternate contact phone number in case I needed to be reached. I arrived home on the  XXXX  and found emails from the  XXXX  stating chase needed more information to investigate my claim. Then,  2  more emails on the  XXXX  stating my claim was rejected because  Chase  found the " charges to be correct ''. I called on the  XXXX  and was advised by the claims agent that I spoke to that the agent who handled my first claim had filed the claim incorrectly, as a service not rendered instead of an unrecognized or fraudulent charge. The second claim had simply been filed in an identical manner as the first because when I spoke to that agent I, unaware at the time that the original claim was mishandled, told him they were both the same scenario. So the agent I spoke to on the  XXXX  gave me this information, then advised me that she would resubmit the claims and contact the investigation team to have them cancel the impending reversal of the credits I was originally issued in  XXXX . I specifically asked if this would be the case because my rent, phone, cable and car insurance bills are all due at the last week of each month. I told her that if the funds were going to be pulled, I would need to make alternate arrangements to cover these things, or at the very least withdraw what I needed from my bank account and let it sit in a negative balance until the claim was resolved or I could make a deposit. Because the agent assured me it would be fine, I left my funds in the account. Fast forward to   XXXX  , and the funds have been pulling out of the account, leaving me with not enough money to cover my bills and I as of today am facing eviction from my home because I can not pay my rent. I contacted Chase claims department again and spoke to 3 different agents, all of which refused to allow me to speak to a manager. I was told that there would be no consideration of a temporary or emergency credit being placed on the account. All three agents recognized and agreed that the mishandling of the claim is what resulted in the situation and simply stated there was nothing they can do. I know, for a fact, that this information is not accurate. I am currently facing eviction from my home and suspension of my drivers license, as well as the impending loss of access to my phone which is needed to manage this absolutely atrocious situation caused by the willful ignorance of the Chase bank claims department. I have additionally filed a complaint with the   XXXX   XXXX   XXXX   and have forwarded all of my information and documentation to a local law office for review as well.

Company response to consumer: Closed with explanation