Consumer complaint received 2016-07-14
Company: JPMORGAN CHASE & CO.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Dear Sir or Madam : My name is XXXX XXXX XXXX and I have been a personal and business customer of Chase Bank for over 10 years now. I was also a former customer of XXXX and Washington Mutual before they were taken over by Chase. 

I am writing to make you aware of a very unfortunate and irresponsible decision made by Chase regarding an unauthorized claim that I submitted in XXXX. EZPass erroneously charged me for transactions that occurred while I was traveling in XXXX 2016. I submitted written payment for these transactions to this company, but it was not for {$100.00}. I immediately contacted EZPass and Chase because I was overcharged for amounts that I did not authorize. As a result of this, Chase allowed me to submit a claim through their escalation department. I received a " final '' decision yesterday through email correspondence. After reading the incorrect decision, I contacted the Chase escalation department and spoke with XXXX, in XXXX, OH at XXXX. He advised me that EZPass had submitted a " receipt '' as verification of the charges. However, I stated to him that I had signed a form and provided my debit card information for lesser charges. I asked him to contact EZPass again to receive proof of what I had authorized and he stated that the case was closed and there was nothing he could do. 

As a customer I am truly alarmed and shocked at how Chase had not acted on my behalf to protect my money. I have all of my financial dealings with Chase and it stunned me that no one had listened to my request for authorization documents from EZPass stating I had given them permission to take out {$100.00}. Chase should have asked them for proof of the amounts I had authorized EZPass to receive. Any company can submit a " receipt '' without a customer 's signature. Chase chose to protect the merchant, who is not their customer. 

When I originally submitted the claim to Chase, I was refunded the money. However, the correspondence yesterday stated that Chase was going to take the money out of my checking account because they received " proof '' from EZPass. However, this " proof '' was not what I submitted or signed for these transactions. The escalation department should have requested proof of these documents, before they made a final decision. 

Therefore, I am asking for a further investigation into these unauthorized transactions. As a longstanding, frequent customer, Chase is supposed to protect me from companies being able to take as much money as they want, without my authorization. I am also asking that no money be taken out of my account ( as planned for XXXX XXXX, 2016 ) until this investigation is complete with proof of my authorization from EZPass. I would also like to review copies of the forms I signed for EZPass to take the lesser amounts out of my checking account. 

If you need further information regarding this situation, please feel free to contact me at XXXX. Thank you for your time and attention in this urgent matter. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation