Consumer complaint received 2016-08-17
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX my company sent XXXX people to XXXX on a business trip. My company banks at Chase Bank and we used XXXX of our Chase debit cards to book the travel. The card has a {$15000.00} a day charge limit and we were restricted when we tried to book travel plans by that limit ( we had to wait XXXX hours to book our travel expenses because they exceeded $ XXXX in XXXX day ). Subsequently, while in XXXX XXXX of our colleagues had their debit card information stolen. Chase sent me XXXX XXXX XXXX, the XXXX ) an account notice at XXXX XXXX on XXXX ( local time in XXXX ) to alert me there was suspicious activity. I immediately called Chase and alerted them that the charge or approx. {$250.00} at a massage parlor was fraudulent. They agreed to cancel that card and placed a fraud warning on the account. I have Chase 's text & email and proof of my call for proof. After I went to sleep we received another {$19000.00} in fraudulent charges on a second card on that account. This is the same card that had a {$150000.00} a day charge limit. The charges all came up in a 30 minute span starting at approx XXXX XXXX local time in XXXX at a massage parlor, XXXX house, clothing boutique and finance company. Upon waking up I immediately called Chase and alerted them these were all fraud. The cards are/where in the possession of my colleagues and as the first massage parlor charge was a fraud so were these {$19000.00} in charges. I was literally told " even though you called to alert us, we have to let them go through and you can then contest them ... '' These same identical charges showed up on my colleagues personal debit cards XXXX XXXX personally banks at Chase and the other at WF ). My colleagues called on their personal accounts and XXXX XXXX immediately cancelled the card and refunded the money. Chase on the other hand, gave my colleague the same run around. So the first question is XXXX Chase restricts legitimate customer charges on a card by the daily limit but lets crooks charge {$4000.00} more than the limit on a card. So our business account was fully depleted by these $ XXXX in charges but Chase would do nothing for the first 24 hours. I called nearly 7 times, filed an affidavit and pleaded that I had to pay for my employees hotels but Chase kept saying it would take a while. Frustrated, on XXXX XXXX at approximately XXXX XXXX XXXX XXXX XXXX after waiting 45 minutes I was told by a senior fraud representative ( named XXXX XXXX that the matter was resolved and I would receive a full refund of my company 's over {$19000.00} in fraudulent charges " within the hour. '' This was a recorded line by Chase. Over 6 hours later we were not refunded any monies so I called Chase 's fraud department again. This time I was ultimately put through to a guy named " XXXX '' in Chase 's fraud department. He introduced himself as another senior Chase fraud representative but would n't give me his last name or an id #. After 48 minutes, XXXX first implied I sound like a woman and then told me that " XXXX '' had lied and that they would not be refunding my company 's fraudulent charges within the hour he specified ( obviously ) nor would he have any time frame. After I complained that Chase is lying to customers he first told me that there was nothing I could do about it but then changed his tune when I told him we would file legal action against Chase including contacting the CFPB. XXXX then put me through to XXXX in the Chase Executive Office and miraculously XXXX all of a sudden was nice and assigned us a case # XXXX. As of the time of this claim my company is out over {$19000.00} in fraudulent charges ( that Chase was alerted regarding before they posted ), our account is showing as overdrawn and my employees are having to use their personal funds to eat. Our Chase business account number is XXXX. Please help.

Company response to consumer: Closed with explanation