Consumer complaint received 2022-09-16
Company: JPMORGAN CHASE & CO.
State: CA
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:
My Chase business checking account was compromised on XX/XX/XXXX. I have alerts set up to email or text me on all for accounts for any transactions over {$1.00}. I received an alert on the morning of XX/XX/XXXX for a large transaction. I logged in and saw the charge for {$5600.00} then immediately called my bank. While on hold I ALSO noticed XXXX more smaller charges from the same merchant/signer ( neither of which I have done business with nor are an authorized name on my account ), all for under {$1.00}, 2 days prior. I am an XXXX XXXX for the underwriting division of a major small business lender, so I am very familiar with fraud and the various tactics of these hackers. They were phishing. There were 2 small deposits ( - {$.00} and- {$.00} ) and 1 debit ( {$.00} ). The low amounts would explain why I was not alerted before the larger transaction hit my account 2 days later. They were under my {$1.00} alert limit. 
Upon calling on XX/XX/XXXX, I was transferred to the claims department where I told the claim XXXX about ALL 4 CHARGES and that NONE were authorized. She completed filing my claim and said I would be receiving a provisional credit for the transactions once the larger one cleared as it was still pending when I called. Since it was coming up on the weekend I waited until the following Tuesday to follow up. 
On Tuesday morning XX/XX/XXXX I logged into my account and did not see any credit. So I called. I spoke with a man who I tried to understand his name but I could not and only caught the first letter XXXX or XXXX He advised me claim was closed and denied because they deemed the large transaction authorized since there were XXXX more 2 days prior from the same merchant with the same signer. Again ALL of which I included in my first call. 
The original claims XXXX, whom I did not catch their name, failed to include the first XXXX transactions which resulted in my claim being denied and deemed authorized. 
I then explained to the 2nd claims XXXX I spoke with, that it was clearly a mistake on the 1st claims specialists part and said to even go listen to the recorded call and to please reopen the claim and include ALL the transactions. He put me on hold for approximately 10 mins to speak with his " back office '' and see what he could do. When he returned he told me there was nothing they could do, the decision was final and I could not reopen the claim. He then said I'd have to take it up with the merchant and request a refund. 
Let me repeat : HE TOLD ME TO CONTACT THE FRAUDULENT MERCHANT AND ASK FOR A REFUND. 
I have never in all my years in the industry ever heard of bank telling a customer such a ridiculous statement. 
After going back and forth and getting nowhere I asked to speak with a XXXX and that is when, after holding another 20 mins, I was transferred to supervisor XXXX. She by far was the XXXX supervisor in a customer service department I have ever spoken to. I barely spoke 10 words when she immediately stopped me from and started to tell me what the claims XXXX told me, that my claim was closed and there was nothing they could do. I kept trying to explain this was not my error, this was clearly a mistake on the part of the original claims XXXX and there had to be a way to just correct it or start a new claim with all the correct information included. She continued to interrupt me and repeat the exact same words, as if I were a child or an XXXX, and she refused to listen. After 4 attempts to get her to understand the issue, I finally just shouted " stop please you're not listening! '' but before I could finish the words she put me on hold ... for 23 mins. I realize my shout upset her but I was at my wits end with her failure to listen. So I waited. When she finally picked up, I was calm knowing I needed to remain calm and shouting would not help, but she never even gave me the opportunity to speak again and immediately said " you have overstayed your welcome thank you for banking with chase '' and promptly hung up. 
At this point I began sobbing. I have never felt so helpless and my bank who is supposed to help protect my assets and my accounts, basically aided, and abetted a thief and left me at a complete loss. 
I attempted to calm down and called back. In tears, I asked the customer service rep to please transfer me to a supervisor in the claims department. After another 15mins I was transferred to a supervisor named XXXX who finally took the time to listen to me, even as I kept sobbing thru my explanation of all the above. She was calm and kind and did what none of the other specialists or supervisor were willing to do. She reopened the claim and added the notation that all transactions needed to be included and SHE even noted that the name on the transactions is not an authorized user or signer on the account. She noted that they were like a XXXX verification and the name on the transactions should be a signer on my account as well. She stated that I should hear back in 4-5 days and didn't see why the claim would be declined now that ALL the information was submitted correctly, and it clearly was not someone on my business account. 
On Wednesday XX/XX/XXXX I called in just to confirm that my claim was in fact reopened and included all the information that XXXX stated she added. The XXXX I spoke with by the name of XXXX confirmed it all and then noted that I needed to be sure and go into a bank to open a new account since this one was compromised. To which I told her i already have an appt for next week on XX/XX/XXXX since that is the soonest my bank had available to see me and walk ins would be a long wait. But I am monitoring my account and she did help me place a stop pay for the merchant in the meantime. 
Then yesterday XX/XX/XXXX I logged in to my account to see if there was any update and discovered I received ANOTHER letter identical to the first one ALSO missing the initial XXXX transactions, stating my claim was denied AGAIN! 
I am beside myself and do not know what else to do. I tweeted Chase Customer Service and they messaged me but I honestly do not expect any better service from there. 
I am a victim of theft but Chase and their claims department has failed me, my family and my business leaving us helpless yet again. I have not slept in days and am beyond stressed over how this could have happened or why my own bank is treating me like the criminal instead of helping me. 

Our business is a lifelong dream. We had a restaurant that was closed down after only having been open for 6 months ( and our life savings exhausted ) due to covid. We have been struggling to remain in business as best we can by doing just catering until we can afford the extreme increase in costs the pandemic has caused, so a loss of this amount is devastating to a struggling small business, especially when we are trying to survive week to week while the bills keep coming. 

This is not how a customer should be treated. I chose to bank with Chase when we started our business because of its business banking reputation but THIS... THIS is beyond unacceptable. 
I am upset, disgusted and devastated all at once, that a major bank has shown this small business customer some of the worst customer service I have ever experienced. 
Chase has failed me and I would like to hold them Accountable as well as help getting my claim resolved and my fund returned. 

I will supply all documentation I have to assist in getting my funds back. Thank you in advance.

Company response to consumer: Closed with monetary relief