Consumer complaint received 2019-08-24
Company: JPMORGAN CHASE & CO.
State: IL
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:
I am appalled at this situation with Chase. I have spent over 3 months now trying to get this issue resolved. At this point, I've exhausted my options to resolve the issue on my own, and Chase has not done anything to facilitate the issue. 

My Chase checking account had three fraudulent actions. On XX/XX/XXXX there were two credit transactions for {$0.00} and {$0.00} with description XXXX XXXX TRIALCREDT. On XX/XX/XXXX there was a debit of {$900.00} with description XXXX XXXXT NEWACCOUNT. 

We were on vacation that week, and weren't actively monitoring our transactions. We were on a XXXX XXXX out of XXXX XXXX, we departed on XX/XX/XXXX and returned on XX/XX/XXXX. On XX/XX/XXXX, we were reviewing our finances on XXXX and noticed these three charges. At first I contacted XXXX to see if they had an account opened in my name - maybe I made a mistake and didn't recognize the charge/account. They had no accounts opened under myself or my wife, so said I needed to work with my own bank 's fraud department so that they can resolve. I contacted Chase to alert them that these were unauthorized, fraudulent charges. I was told it would be taken care of without issue, and a temporary credit would be issued for the {$900.00}. I explained my thesis - the two credits were done to " verify '' the account at XXXX, and once done they were able to deduct the {$900.00}. Later on, I was told I was absolutely correct. 

On about XXXX ( there's no notice or letter on the site, but Chase can verify the date ), I received a letter in the mail stating that my " claim '' was denied and the {$900.00} was going to be removed from my account. I immediately called Chase to ask why, and they indicated they had not received the letter back ( attached ) which required : - Review the transactions you are disputing and thoroughly answer all of the questions, - Sign the form, and - Return it by the date above to avoid a delay or denial of temporary credit. 

I told them that I had not received the letter, or maybe I overlooked it as an account disclosure as it wasn't obvious to me that I needed to do anything further after initially reporting the fraudulent charges. I went to the bank branch to expedite the process of getting the forms signed, and the banker said she faxed the forms. I sent them back the signed forms and a separate letter detailing what had occurred ( I don't have a copy of it, but it's basically everything I've written so far ). Part of their denial was related to the two " credit '' transactions which they had not included in the original claim. I said I had noted that those were fraudulent previously. 

I called about a week later and they said that the original claim was still denied. I asked if they had received the signed letter, to which they replied " no ''. I went back to the bank branch and signed the form again. I took the form and faxed it along with my explanation letter on ~XXXX, which they then opened a new claim for the two " credit '' transactions. The " credit '' transactions of {$0.00} total were removed from my account. 

There have been numerous phone calls to Chase in between looking for status updates, and it basically went unreviewed for about a month. In the process Chase indicated there's a 60 day window to request funds back from a merchant. I said I reported it within that time to Chase. I pleaded with them to call XXXX XXXX - they said they can't make outgoing phone calls. ARE YOU KIDDING ME? After about a month, one time when I called again and they said that the {$900.00} claim was denied because the " courtesy credit '' was submitted late because they didn't have the forms ( although they reopened as a courtesy to me on XXXX ), but that the merchant denied after two separate requests. 

THEY LIED. They said I would need to reach out to " the merchant '' - WHICH IS A BANK. I called XXXX direct again and explained my situation. They couldn't be kinder and more understanding. They again verified that they don't have accounts opened in my or my wife 's name. However, I explained the situation and their Fraud department looked up the transaction using my Chase account number and the amounts. The agent validated that the account those funds had gone and come from, and the account had been flagged as fraudulent and frozen. They say saw the " trialcredits '' were sent back to their institution, but that THERE WAS NO RECORD OF THE {$900.00} BEING CLAIMED BY CHASE AS FRAUD. They said the money is sitting in the account at XXXX, and Chase just needs to submit the claim and they'll return as a regulatory requirement. They'll honor those requests for up to a year! So after further questions to Chase, it turns out my " requests were denied '' by Chase 's RESEARCH DEPARTMENT, NOT THE MERCHANT ( HENCE THE LIE )! I've given more than enough information to explain the situation, and they took forever to basically ignore. 

I called Chase back and they said they'd escalate again given the circumstances. I called on Tuesday XX/XX/XXXX and they said I could call back in 3-5 business days to see if there's a resolution. They don't have the courtesy or ability to call me! I called on Thursday XX/XX/XXXX and they said " did a supervisor call you? '' to which I replied " No, they said I needed to call to get an update ''. They replied " well it will take 3-5 business days, so try back later ''. 

Here 's the deal - I had three fraudulent transactions that I reported to Chase in less than two months after occurring. They HAVE NOT CLAIMED THE FUNDS even though they were unauthorized, fraudulent charges. I've spent countless hours on the phone explaining the case, providing information, even contacting the other bank who told me what Chase needed to do. In the end, this feels like I'm being taken advantage from as I am the one liable for the unauthorized ACH transaction. I'm pretty sure there's a regulatory requirement against that.

Company response to consumer: Closed with monetary relief