Consumer complaint received 2023-04-24
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO. (TX)

XX/XX/2023 : {$330.00} online charge with my debit card by XXXX XXXX for 3 travelers ( none of whom are me nor do I know ) from XXXX, FL to XXXX de XXXX ( continuing flight {$2700.00} for 4th passenger name, XXXX de XXXX to XXXX, XXXX was declined due to insufficient funds ) XX/XX/2023 : notified Chase of fraudulent charge ( Chase records show the following reviewed my account on that day XXXX XXXX and XXXX XXXX ) XX/XX/2023 : temporary credit put back in my account XX/XX/2023 : notified by Chase after review, it was a valid charge and they would be debiting the funds back out of my account XX/XX/2023 : contacted Chase to dispute, after several attempts and escalation to a supervisor, I was told to go to the branch where the branch manager could be sent an email with the supporting documentation they used to make their determination XX/XX/2023 : went to branch, worked with XXXX who called and was told it would only be provided via mail, again call was escalated, she was able to get the documents for me ( Chase records show the following reviewed my account on that day XXXX, XXXX XXXX ) XX/XX/2023 : documentation shows receipt for ticket ( s ) none of the names listed were mine, nor was the email/telephone number used to make the reservation mine, I was also not in XXXX where XXXX appears the online charge was made only thing that connects the charge to me was the use of my name for the debit card charge, and my debit card number ( the receipt indicates card was not present XX/XX/2023 : was assured the claim would be re-opened and a resolution within 3-4 business days which was critical as they refused to stop the funds coming back out of my account on or before XX/XX/2023 and would cause autopays to overdraft my account including car insurance which if not paid would have resulted in my premium being cancelled XX/XX/2023 : When to XXXX XXXX to find out how to file a fraud claim and received the necessary packet XX/XX/2023 : returned completed packet and received case number from the police department for my claim XX/XX/2023 : charge was taken back out of my account XXXX : numerous calls and requests for status updates made only to be told on XX/XX/2023 ( Chase records show the following reviewed my account on that day XXXX XXXX ) that the claim had never been reopened and that 2 attempts had been made to have a re-review done however the back office declined the requests ( none of this information was provided to me verbally or in writing nor was it indicated on my account ) XX/XX/2023 : attempted to close the account however they denied the request as the account is now $ XXXX XX/XX/2023 to present : multiple overdraft fees, and bank charges have been applied to the account XX/XX/2023 : opened new account with different bank, switched all autopays to them and set up direct deposit XX/XX/2023 : went to branch and spoke with branch VP XXXX XXXX who took all supporting documentation and police case number to submit to an alternate area that could re-review the case XX/XX/2023 : again asked the account be closed and charges removed, was advised they can only remove 2 overdraft fees per calendar year ( currently there are XXXX generated due to the payment of a fraudulent transaction XX/XX/2023 : update from PD detective investigating my claim said airline is refusing to provide information and continues to refer him to Chase he is waiting on results from a subpoena but has little luck verifying the email addresses and/or phone number used in the transaction I am infuriated that Chase can get away with charging their customers for debits that only contain the name and card when making an online purchase with no other connection to the customer. Communication from the banks fraud department, the need to escalate each time to get something accomplished, the fact that each call took anywhere from 40 minutes to hours, the lack of empowerment they give their front facing agents who answer the initial calls, lack of follow-through, unwillingness to listen or entertain the idea that they could have made an error is appalling. I will say the 3 individuals Ive worked with at the XXXX XXXX XXXX branch in XXXX XXXX, TX have readily seen that the charge strongly indicates it could be fraud and have been nothing but kind and willing to try and help if they can.