Consumer complaint received 2021-08-05
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
My problem is with the way chase has handled my fraud claim. I filed a claim on XXXX XXXX when I noticed several unauthorized charges that were made to my account. I immediately contacted chase to report the unauthorized charges. I was told by the Chase claims department that the charges were coming from a bank in XXXX.All of the suspected charges were similar because non of them made any sense. For example XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX My account was bombarded with all of these unexplained charges from some bank in XXXX. I told them that I did not purchase anything from XXXX nor did I authorize any purchases from these merchants ... The majority of these charges came late XXXX and all XXXX and 2 days in XXXX. 
Chase told me that they were going to investigate the charges and that I might be contacted by a claims specialist if they needed additional information. Once my claim was filed I attempted to through all of my monthly statements when I realized that my monthly statements that use to come in the mail stopped coming in XXXX of XXXX and were only available to me through online banking. I am not sure how that happened since I have always preferred paper statements rather than online. Non of my other accounts are set up for online banking so I don't think I would agree to stop my paper statements. After combing through my statements I identified unauthorized charges dating back to XX/XX/XXXX. The XXXX and XXXX unauthorized charges were for much smaller amounts ( 20 here and there ) and did not significantly impact my account so I never even suspected that my account was being charged without my knowledge. I was unable to directly contact any of the Merchants because they did not offer a phone number, mailing address or E-mail address. After a 10 day investigation, the bank decided that fraud did not occur on my account. they claimed that the IP address was within my area therefore it was with my knowledge. What does within my area mean? the bank to me that the I.p. address used was within a 33-mile radius of my home. Okay ... what does that mean? I still did not make the charges on my account. the charges are still unauthorized. Then the bank tells me that the first fraudulent use of my card was more than 60 days from my claim. So when I argue that the initial charges were small and spaced out and did not create a drastic change in my account. So I never suspected a problem with my account until large amounts of money was missing from my account. My account has clearly been compromised and I find it odd that my bank is pointing the finger at me. What services or product was received with the money taken from my account? The Bank has locked me out of my account and taken over XXXX and has offered me absolutely no relief in resolving the unauthorized charges to my account ... When I asked to appeal their decision I was told no and repeatedly hung up on after waiting for hours on hold.. I felt like the bank 's was trying to prevent me from my right to appeal. If they deny my claim I think I have a right to know why. If there are 10 reasons why I was denied then tell me all 10. If I have the right to appeal their decision then allow me to do that without harassing me and making me wait forever on hold and hanging up on me. I have been a customer of theirs for about 7 years. I have paid all of my fees, overdraft fees, returned fees etc. and even returned XXXX dollars that were dispensed to me in error at the ATM ... I thought I had a good relationship with my bank.

Company response to consumer: Closed with explanation