Consumer complaint received 2017-03-07
Company: JPMORGAN CHASE & CO.
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
This all started on XXXX/XXXX/XXXX. I contacted Chase at XXXX ( claim number XXXX ) about charges that were wrongfully charged by a company by the name of XXXX ( XXXX ) I informed them that XXXX charged by account {$99.00} & {$97.00} posted on my account on XXXX/XXXX/XXXX. I spoke with a gentleman and her informed me to cancel my order so I follow his instruction ( XXXX & XXXX ). He said Chase will do the investigation and will follow back up with me once they complete with the investigation. That same day I received an email from Chase following up with my case and assigned me a claim number XXXX. I waited and no one ever contacted me back. On XXXX/XXXX/XXXX I contacted Chase about more transaction I did not authorized which they sent me an email with a case number XXXX. Not long after at XXXX XXXX I received an email from Chase stating that they completed with the investigation and they are putting {$14.00} back on my account. On XXXX/XXXX/XXXX I contacted Chase back and said I never heard back from them about the XXXX transactions I did n't authorized. They said they did not know what 's going on and assigned me another case. At XXXX XXXX I received an email from Chase with a case number XXXX. I also faxed XXXX Chase with all supporting document. On XXXX/XXXX/XXXX at XXXX XXXX I received an email from Chase stating that they are placing a temporary credit on my account while they research my claim. Once again I did n't get a call back so I assumed everything is taken care of. Come to my surprise on XXXX/XXXX/XXXX the charges are back on my account in the amount of {$97.00} & {$99.00}. I contacted Chase back to try to find out what was going on and this is where the nightmare truly starts. When I contacted Chase the first call will automatically routed to someone oversea. Each time I called I have to explain my situation over and over again. Those agents do not have access to my activities so all they can do is say what is prompted on his/her computer. They are very proud so each time I called they made me feel like I 'm trying to cheat the system to get back the charges I submitted. I finally asked them to transfer me to their supervisor ( come to find out this is not a supervisor they are senior advisors which located back in the U.S. ). I asked senior advisor to please read my complaint but each time they asked me to tell them what 's going on again and again. It made me feel like they 're trying to validate if my story have changed so they can deny my claim. After about XXXX senior advisor I went into a local Chase branch and told a manager there what 's going on so her gave me an executive phone number XXXX. Once again I have to tell executive office my story which I do n't mind since this should be the last time I have to tell my story. My case was assigned to an executive employee by the name of XXXX XXXX extension XXXX. She was very apologetic when she first contacted me then once again everything went south. She informed me that I should n't have cancel the account in the first place because that cause them not to have an ability to pursue XXXX. I told it was Chase agent that advised me to cancel so how is this my mistake? She continue to say there was n't anything they can do. I told them they can refund me my money because it was their agent that misinformed me. She said she could n't do that so I asked her to transfer me to her manager. I also informed her that I will contact CFPB as well. She said I may or may not receive a call back from her manager and I was more than welcome to contact CFPB.

Company response to consumer: Closed with explanation