Consumer complaint received 2020-06-19
Company: JPMORGAN CHASE & CO.
State: IL
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:
Informed Chase Bank on XX/XX/XXXX by telephone that an unauthorized withdrawal was taken from the account on XX/XX/XXXX in the amount of {$1400.00}. 

Chase informed me that a reversal of the charge would be made in 3 days and that I would receive in the regular mail to make a written " Dispute Transaction Form '' and that I should complete the form and return it to them via Secure Messaging or through a Branch to have the form faxed back. 

The form never arrived by regular mail. I checked my Chase online account portal and I never received the form through the portal via SECURE MESSAGING. I was checking daily for the normal mail delivery and by email I never received any messages or forms from Chase regarding this matter. I informed my legal services, LEGAL SHIELD Corporate Offices, on XX/XX/XXXX that CHASE had agreed to reverse the charges. 


My online account has in fact been blocked from participating in their Fraud Protection program. 

When I called Chase with the tracking number assigned to me for this matter, # XXXX XXXX XXXX XXXX, to locate the " Dispute Transaction Form '' on Thursday, XX/XX/XXXX the staff informed me that they did not understand why the money had not been returned and escalated the matter to their supervisor, XXXX. 

XXXX falsely claimed that they had attempted to call me and left a voicemail. We have Caller ID and we check our messages 4 times per day. There were no messages or calls from Chase on XX/XX/XXXX. 

XXXX said they sent SECURE MESSAGES to me BUT the log online and in my email has no records from them regarding this transaction. 

XXXX instructed me to go to a branch in person to complete and fax the form. 

When I arrived at the Branch on XXXX XXXX in XXXX XXXX, IL a manager told me to leave the premises and that they could not interact with me unless I made an appointment in advance. There is no policy requirement online or onsite that states that you need to make an appointment before coming into have a form faxed. 

When I finally went back home and tried to make the appointment, the CHASE system stated that I could only make an appointment for a " PHONE CALL ''. 

I set up the appointment and provided my landline : XXXX for XXXX XXXX on XX/XX/XXXX. 

CHASE then called me on my cell phone line : XXXX. 

Fortunately for me the cell phone was next to me when they called. 
The bank employee confirmed that he had in fact called the wrong number and that my appointment was for a call on XXXX. WOW. 

I was then told on XX/XX/XXXX by the bank that they would allow me to bring in my form to be faxed and that I should never have been turned away. 

It has now been 8 days since I filed a complaint with CHASE for an unauthorized debit to my account. The 12 hour, 3 day promise of reversing the charges and blocking the vendor has not occured. 

Not receiving the complaint forms physically or electronically as promised is egregious. 
Calling the wrong telephone number to follow up is unbelievable. 
Lying about leaving voicemails in incredible and damaging. 

I want the reversal of the charges to occur immediately. 
I want all charges for insufficient payments reversed as well.

Company response to consumer: Closed with monetary relief