Consumer complaint received 2022-01-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2021 : I opened a dispute claim with Chase bank for fraudulent, unauthorized transactions done to my personal checking account using my debit card information ( the card is still in my possession ). These purchases were done online using my Chase debit card number and are an estimated total of $ XXXX first transaction was on XX/XX/2021 and the last one was debited on XX/XX/2021. The transactions range in price from $ XXXX {$120.00} and occur at various times of the day and are processed multiple times daily for 6 weeks. Then the transactions just stop and are never seen again. The merchants responsible for these transactions are labeled on my bank statement as : ( a ) CRO Internet and ( b ) XXXX XXXX XXXX  I did NOT authorize these charges and I did NOT authorize any third party to make these charges. I notified Chase claims department of all this on XX/XX/2021. 

My claim had been denied and closed on XX/XX/2021, without any explanation to why it was denied, but notifies it was closed via secure messaging from their website. So in two business days Chase investigated all 30+ charges and contacted the unknown merchant ( who I can not find any contact info for on the internet ) and looked at my bank spending patterns to conclude these transactions were legit? I dont think so. I think XXXX was around the corner and my claim was rushed and not fairly investigated. So, due to the holiday I had to wait to follow up. 

On XX/XX/2021 I went into the Chase Bank in XXXX XXXX XXXX XXXX Ca and spoke to Branch Manager. XXXX XXXX XXXX and asked her to take a look at my claim and provide me with any information to why claim was denied or at the very least, share the contact information for the merchant that made these transactions using my debit card. XXXX XXXX logged in thru the Chase internal portal and confirmed my claim had been closed but that it was unusual to have a claim with no notes or explanation to findings that led to the denial decision. So, she decided we should contact the Chase Claims Department and they confirmed there was no information on the investigation findings available. XXXX XXXX then requested with the Claim specialist that a written statement be mailed to me. 
On XX/XX/2021, I formally requested an appeal to the denial of my claim. I requested in writing that my Chase Claim be reopened because I was a victim of Identity Theft and had evidence to proove what I was claiming. I emailed and faxed the Chase Claim Department my appeal letter along with a formal police report, an FTC report and multiple documents from other creditors that confirmed unauthorized transactions had taken place on my credit accounts. I then contacted by phone the Claims Department and I was told that I need to call in 5 days to get an update to the decision on my appeal. 
I have called and emailed Chase about six times since XX/XX/2021 and I have been denied a temporary credit and repeatedly told the status of my claim is 'pending '. I have complained over the phone and in writing that my consumer rights are being violated and Regulation E is not being upheld. 
I opened my claim on XX/XX/2021 and to this date I have not received a temporary credit for unauthorized charges totalling {$2900.00} nor any explanation of findings.

Company response to consumer: Closed with explanation