Consumer complaint received 2024-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Dear Sir/Madam, I am writing to express my dissatisfaction with Chase Bank regarding two unauthorized charges on my account, for which I have been denied reimbursement. My claim number is # XXXX, and the unauthorized transactions are as follows : On XX/XX/2024, a XXXX transaction totaling {$500.00} was made on checking account XXXX. 
On XX/XX/2024, a charge of {$3800.00} was made on checking account XXXX from XXXX. 

Despite my efforts to resolve this matter, I have encountered significant challenges in receiving assistance from Chase Bank. I have contacted various departments, including the general customer service line, local branch bankers, the claims department, and executive office representatives. Unfortunately, with the exception of the local branch banker, none of these departments have adequately addressed my concerns. 

Initially, I filed a claim on the day following the unauthorized charges. However, it was rejected with the reasoning that the payments were made via XXXX XXXX, implying authorization on my part. Subsequently, a second claim was submitted by a local branch banker in XX/XX/2024, accompanied by evidence demonstrating that these payments were indeed unauthorized. 

Despite these efforts, my recent communication with Executive Office Worker XXXX XXXX has left me feeling frustrated and unsupported. XXXX XXXX informed me that there was no claim on file for my case and advised me to file a claim for the transactions. This contradictory information raises doubts about the thoroughness of Chase Bank 's review of my case. As mentioned, I have already filed this claim twice with Chase since XX/XX/2024. 

Furthermore, when attempting to file a claim with the claims department as instructed by XXXX XXXX, I was met with resistance and unresponsiveness. XXXX XXXX stated she had helped me submit my claim to the claim department around XX/XX/XXXX, and stated the claim department will respond in 24-48 hours. However, I have received no response from the claims department, even after waiting for two weeks. When I attempted to follow up, XXXX XXXX seemed unwilling to communicate further and provided no clear guidance on how to proceed. XXXX XXXX also stated there is nothing she can communicate with the claim department and no other solution provided to me to help my case. 

Additionally, while XXXX XXXX provided her extension number for direct contact, my attempts to reach her have been unsuccessful. 

Given these challenges, I am seeking assistance from another executive worker who can advocate on my behalf and effectively communicate with the claims department. Furthermore, I am uncertain about which department within Chase Bank is responsible for addressing customers ' rights in cases of unauthorized transactions when the claims department fails to cooperate or rejects my claims without giving me reasons why my evidence was not being reviewed or why it's not effective to prove my case. 

I appreciate your prompt attention to this matter and request a swift resolution to ensure the reimbursement of the unauthorized charges to my account. 

Thank you for your understanding and assistance. 

Sincerely,

Company response to consumer: Closed with explanation