Consumer complaint received 2016-11-15
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XX/XX/2016 I went directly into a Chase local branch. I submitted a claim against a merchant who drafted {$410.00} from my bank account without authorization. When I went in to the local branch on XXXX, a representative filed a claim on my behalf. She stated to me that I would receive a provisional credit within 24 hours while they investigated the fraud claim. 

72 hours after my visit to the branch, I called Chase because I did not see a provisional credit like I was supposed to see. This was the first problem I had with this claim. I spoke with a representative who stated that the case was closed because I had supposedly told the representative when filing a claim that I allowed someone to use my card. This is simply not true. There are only XXXX employees in my company and all XXXX of us have our own individual business debit cards therefore there would be absolutely no reason for anybody to allow anyone else to use their own personal card. That was the second issue I had with Chase regarding this claim. 

After speaking more with the representative named XXXX, I explained to her that even the merchant themselves did not know why the charge was made and that it was wrongful and that I would be receiving a reimbursement back from them. Unfortunately, the reimbursement never came. XXXX then stated that she would be re-opening the case with the proper claim filing and that everything should be good to go. It was n't. Instead of everything being good to go, I get a fax on XX/XX/XXXX stating that the case had been resolved and that it was closed ... This was the third problem I had with Chase. I then call again to try and figure out what is going on and why I had n't received my provisional credit or why Chase keeps claiming my case was closed and I speak to a claims escalations senior representative by the name of XXXX. XXXX stated after our conversation that they had already contacted XXXX themselves directly and that they were giving the merchant 15 days from when I filed my initial claim on XX/XX/XXXX to reimburse me my money or else XXXX had approved a charge back and I would get my money back the day after XX/XX/XXXX. I did n't. That was the XXXX problem I had with Chase. 

I waited patiently a few more days since XX/XX/XXXX was a Friday and I figured I would get my money back by Monday the next week. Monday came and went. On Tuesday XX/XX/XXXX I call back and I am being given the runaround and am being told by Chase that they ca n't speak with me about this claim because I did n't give proper identifying information .... how convenient. Unfortunately for them I was fed up. I muscled my way to another escalations manager by the name of XXXX who is trying to tell me that my claim was never handled because I allowed someone to use my card ... again I muscled my way through that XXXX reason and got her to state that she would have to submit a claim because it was not submitted properly. I informed her that the claim was submitted on 3 prior occasions and if she means to tell me that I had to file a fourth claim that I was going to be filing a complaint against them with the OCC and the C.F.P.B. After a 40 minute conversation I finally got her to state that she is filing another claim and that I would receive my provisional credit within 12 business hours. It 's a shame that I no longer believe anything they say. Because I have had to spend close to 6 actual man hours attempting to get this resolved and have had to speak to multiple representatives who all had different answers and responses, I must file this complaint against Chase to you so that you hopefully see that what they are doing is ridiculous and outright wrong. Filing a claim of fraudulent charges should not be this difficult. If they are putting up this many road blocks for me, what are they doing with the less informed?

Company response to consumer: Closed with monetary relief