Consumer complaint received 2023-05-08
Company: JPMORGAN CHASE & CO.
State: NY
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 or about XX/XX/XXXX I noticed fraudulent charges on my husband, XXXX XXXX, debit card that dated back approximately 2 weeks or less. On XX/XX/XXXX, {$370.00} was fraudulently charged to my husbands debit card, from various out of state venues, the bulk being XXXX XXXX in Tennessee. My husband and I have never been to Tennessee and haven't even been to the movies in a few years.I called Chase immediately and reported the charges. While speaking with the agent she entered all of the charges and then asked if I was sure that was all. I said maybe I should look back further and she encouraged me to do so. I found a few minor charges from a company that I did not recognize of less than {$8.00} each that were from XXXX and the rep said she would add those even though I said at the time that I wasnt even sure about them. I have never filed a claim for fraudulent charges and thought that if they were real charges they would just be ignored. They were such a minor amount that I had thought they were a minor purchase my husband had made and there was no fraudulent activity anytime soon after that that would have led me to investigate further. 

The money was credited back to my account but a few days later they were all debited again. Not only was the total of {$370.00} charged again, but additional charges of {$110.00} - again, mostly from XXXX XXXX in Tennessee were added as well. These had posted a few days AFTER I had reported my husbands card as compromised. I immediately called Chase and was told that because those 2 charges of less than {$8.00} were included, that ALL the charges were reinstated due to the fact those 2 minor charges were over 60 days old. I asked if I could just refile the current charges and I was told no. In addition, I was told that the charges that posted a few days AFTER I reported the fraud were my responsibility as well. I explained the circumstances that I have previously explained in this letter but was told it is policy. I worked my way up the chain, and was told time and again that it was policy and it sounded as though the agents were reading from a script as they said exactly the same lines over and over. I went to my local branch and they were very nice, and also seemed surprised at the circumstances but after calling the main claims department on my behalf were again told it was policy. 

I then filed a claim with the XXXX, and received a call from a Chase employee who was trying to help me resolve this issue. Although she was very nice and I believe she was genuinely trying to help, I was still told that the claims department said this was once again, their policy and Chase would not reconsider my case. I shared with her that this was my husbands debit card and that he was on XXXX and suffering from a currently incurable form of XXXX and neither of us might be as on top of minor charges as a result of the ongoing stress that this entails. She advised that I call the claims department again and let them know because there are exceptions for medical issues. I called Chase on XX/XX/XXXX, and spoke to a few different people explaining my husbands medical condition as I hadnt realized that there might be an exception. They reopened the case after I provided medical documentation regarding his condition but a representative subsequently left a voicemail saying, .. just because he is ill doesnt mean that we will make an exception. 

I sent another letter on XX/XX/XXXX, letting them know that the early minor charges I had though MIGHT be false turned out to be legitimate and I thought they would have investigated and found this to be the case as well, but I heard nothing back from them. This alone delegitimizes their excuse for not reimbursing me, not to mention all the other circumstances involved in this case, but again, no response. 

I will be glad to forward all correspondence and voicemails upon request. It is my belief that Chase has engaged in unfair practices for a number of reasons that have been described in this letter and I am hopeful that the Consumer Finance Protection Board can help me to receive fair treatment as well as helping to prevent this type of thing from happening to others in the future. Thank you for your consideration.

Company response to consumer: Closed with explanation