Consumer complaint received 2024-06-10
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO. (FL)

On XX/XX/year> I noticed my personal Chase Checking account had multiple transactions totaling about {$4800.00} actively being removed from my account with " pending '' transactions, account number ending in XXXX. 

( XX/XX/year> Phone Call ) - I immediately contacted Chase Bank at their card services team and was connected to a lady named " XXXX ''. I told XXXX my concerns with the pending charges on my account and told her I would like to " Lock my account down, and stop those payments ''. XXXX told me she was there to help me and would look into the matter. After sometime on the phone verifying myself and giving all the information I had to her, she expedited a replacement debit card to me ( overnight ). XXXX also gave me alot of information that was blantantly incorrect and after talking to her supervisor, and the claims supervisor who looked into my inquiry, they had both concluded that yes she DID IN FACT GIVE ME MISINFORMATION multiple times throughout the process. 

Even with these complication, I continued to be understanding as they told me my funds were safe, and these pending transactions would NOT go through, however if they did, they would be credited back to my account within XXXX business day. That was incorrect, and XXXX 's XXXX confirmed that she gave me incorrect information pretaining to my account several times. Not only XXXX, but another male employee which I couldn't find there name also doubled down on the same bad infomation when I had called back the next day, ( XX/XX/year> ). 

( XX/XX/year> Phone Call ) : Wondering where the funds are in my account after XXXX incorrectly told me " XXXX business day '' and the next male customer service agent told me " XXXX to XXXX hours '' I had been fed up and asked to talk to a supervisor. Like I had said earlier both supervisors were able to tell me that both of their employees had lied directly to me the consumer. However they continued to tell me my funds were safe and not to worry. 

At this point, I'm generally frustrated and I call my locate branch to contact XXXX who is my chase " business client '' who helps me with all chase related issues. I asked him if he could possibly see what was going on with my claim, which he told me he would. After sometime XXXX got back to me saying that I needed to look into my " notices & statements '' part of the chase mobile app, which I did. XXXX was trying to show me that my claim has been denied after going through the process correctly. XXXX was able to cited the person reviewing my claim saying that something I had said in my conversation with XXXX was able to verify that the transactions I had said were unauthorized were accurate but he didn't think something looked right about the claim and the comments on my account. 

After investigating my account myself to figure out how these transactions may have happened, I discovered the unauthorized transactions were made by a company that " Last accessed '' my account on XX/XX/year> which was many weeks prior to XX/XX/XXXX when I had noticed that Chase Bank had given the same company access to my money. 

Conclusion : XXXX did NOT have the consent of XXXX XXXX XXXX to make any of the transactions between XX/XX/year> to XX/XX/year>, and Chase never verified with it's consumer that multiple transactions totaling {$4900.00} was being transferred out of their account, and only knew because the consumer was vigilant enough to caught the unauthorized transactions.