Consumer complaint received 2015-06-17
Company: JPMORGAN CHASE & CO.
State: LA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
I am attempted to file a debit card dispute with Chase bank after an unauthorized charge on my account from XXXX for {$1300.00}. The claims representative from Chase asked to XXXX attempt to resolve the issue with XXXX by way of a XXXX call, the XXXX representative was unwilling to speak with me and a XXXX party so I had to call back without the Chase rep on the phone. XXXX then told me that they were unable to refund the funds directly to me and advised me to file a dispute with my financial institution. When I called Chase again to file a dispute, I was told by the representative that Chase could not help me if the transaction posted to my account. She also mentioned that she would ask her supervisor to extend " provisional credit '' to my account while I attempted to resolve the issue with XXXX. After a brief hold, I was told that her supervisor was unable to give me provisional credit because my average monthly balance was not sufficient and because I had updated my phone number online within the past 30 days. I expressed that neither of those items should have anything to do with fair treatment or proper customer service. It seems discriminatory that I would be denied a service that is offered to other customers with higher balances ( especially since I had deposited {$4700.00} the previous day ) .The representative told me the only other option was to go into a Chase branch and ask an employee to " vouch '' for me and accept ALL responsibility for the transaction in the event that it posted. I also thought it ludicrous to walk into a random branch and ask a representative to accept responsibility for over {$1300.00}, that 's not feasible or ethically sound. I protested that this dispute process is extended to customer for the purpose of protection from unauthorized transactions at which time the claims representative stated " It 's not really fraud but if you say that it 's unauthorized then we will have to completely close out this claim and you have to resolve it with the merchant ''. I then asked is that all you can do? She said " yes '' ... I decided to ask her what would happen if I was unable to resolve it with the merchant ( because she led me to believe that if the merchant did not assist me, then I had no other option ). She finally admitted ( unwillingly ) that I would have to call in again and file another claim and they will cancel my debit card and issue a new card. I am uncertain why she withheld that information from me at XXXX but it was evident that Chase did not want to help me get my money back from XXXX. I called in this morning because the transaction has now posted, after the representative read the notes on my file, she was equally as rude and not helpful at all. She asked me for additional information that I was unable to obtain and told me that the investigative unit will do research and contact me in 1-2 business days. I asked her if she needed the names of the ppl that I spoke to at XXXX, she said " no ''. I asked her if they would reissue my debit card she stated " well since it 's not really fraud, we do n't have to reissue a debit card ''. I feel like a victim that can not get help from the institution that is supposed to protect me because I do n't have high enough balances. I truly believe that Chase is trying to find a way to avoid paying this claim instead of the other way around. I was a Branch Manager for a local bank for 6 years and I filed thousands of debit card disputes, I have NEVER treated my customers in a way that would make them feel more victimized. I have never filed a debit card dispute with Chase and I am truly disappointed in the way this matter was handled. You should never mistreat a customer because of the balances in their accounts.

Company response to consumer: Closed with explanation