Consumer complaint received 2023-12-13
Company: JPMORGAN CHASE & CO.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I called Chase early XXXX because of an unauthorized ACH. Agent told me there was nothing I can do. I called again XX/XX/XXXX for an ACH return. I didnt know what to do and the Chase agent knew little. They did not want to help me. They told me to go to the merchant. After I begged for help, the agent said it would be filed under fraud and did not explain what that meant. I thought I had to prove the business was fraudulent. It is unfortunate that the bank did not know my rights as a consumer and further confused me. They should have told me about ACH regulations or clarify Chase policy. I asked them to stop ACH and revoke authorization for ACH. They said neither were possible- which was false. 

What happened - I tried to revoke access from XXXX because while I authorized the first ACH, I did not authorize the other transfers. XXXX pulled money without my authorization. It did not show in my XXXX account or I would have caught it earlier. I wanted to return all charges since XXXX was freezing customers accounts and their customer support was unresponsive. 

Chase denied my claim immediately saying I authorized the charges and said I missed the timeframe to report. This was false. I did not authorize the charges and I was within the timeframe to report under Reg-E . Under Reg E, the customer has 60 days from the time the institution sends the periodic statement to notify the institution of an unauthorized EFT. This was on my XX/XX/XXXX statement. I reported XX/XX/XXXX. ( I dont get Statements, I have to login to see Statements or I would have reported earlier ) I asked for Chase policy and information on regulations, and Chase said there were no regulations or policy they could send me. They lied. 

I made multiple requests for documents of the investigation. Chase agents tried to hang up, I begged them discuss my case and was told nothing was on file. Weeks later, I was told by agents there were discussions with the merchant claiming I authorized transactions but no details. I did not receive any document so I couldnt refute it. 
XXXX I received a letter saying my claim was denied after a review of account activity. No explanation of what that means, no mention of the merchant. 

XX/XX/2022 I faxed Chase to request documentation of the investigation. No response. 

XX/XX/2022 faxed again asking for documentation and to reassert my claim. No response. Every time I called, they refused to discuss it or said I was out of my timeframe. Chase did not provide me with information on the investigation as they should have under Reg E.

There were 4 ACH charges total {$30000.00}. I have rights as a customer and they have been violated. I want my money back, it should have been credited from the start but it never happened because agents did not care about the EFTA.

Chase should have returned the ACH. I would like them to return or credit the {$30000.00} I lost. They should have told me about the ACH regulations or at least Chase policy. They lied. About the EFTA timeframe, about requiring me to contact the merchant first, saying I cant return unauthorized transactions if I authorized the first transaction. They refused to respond to requests and refused to send documents that Chase relied on in making its determination. All violations of EFTA. I have been struggling the past year over this loss. Chase made sure I was not able to help myself.

Company response to consumer: Closed with explanation