Consumer complaint received 2024-04-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/24, While I was at XXXX in the city of XXXX, I was approached by a young lady who claimed that her XXXX  baby was hungry, that her other XXXX children were hungry too and that she was pregnant. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and so she did not know how to get a job. She asked for money but I offered to pay for the baby food items. We both went to the till and I paid what was to me {$27.00} in total. After making payment for her items, I gave her the phone number for XXXX XXXX XXXX  where she could get XXXX XXXX help and also get food supplies for her family. I made sure that I stayed with her until she called the XXXX XXXX  and booked the appointment to go there the next day XX/XX/24. I gave her the receipt in case she needed to exchange the items and I went back into XXXX for my own shopping. 

However in the evening, I found that the amount charged for the baby items were {$260.00} plus and I contacted Chase back to report the fraud. The money was credited to my account. 

Few days after I got a call which I did not recognize and allowed the call to go to voicemail. In the voicemail, the caller said they were calling from Chase Bank and I called Chase to confirm if they had called me from that number and the gentleman that I spoke with said the call was not from Chase Bank and that I should be careful. 

Few days after the call with chase about the call that went to my voicemail, the money credited to me by chase, for the claim, was reversed. When I called to enquire, I was told that it was because I had rejected multiple attempts of Chase to reach me via phone calls and I explained that a Chase representative told me not to call back. I was also told that Chase had sent me a letter in the mail and I explained that I had chosen a paperless communication method with the bank and that I would have expected an email and not a mail. Unfortunately, the Chase representative seemed hostile and accusatory and so I requested to speak to a manager who then told me to get a receipt from XXXX to substantiate the claim. 

On XX/XX/24, I went to XXXX XXXX and was issued the transaction history which showed that the items purchased on XX/XX/24 were all returned at another XXXX store XXXX XXXX at XXXX on XX/XX/24. I was advised to visit the XXXX XXXX store and I did. 

At the XXXXXXXX XXXX XXXX  ( XXXX XXXX XXXX ), the manager/XXXX  that I spoke with there ( XXXX who said I could identify him to anyone as XXXX XXXX XXXX XXXX said they did not operate beyond XXXX daily and there could have been no return at XXXX ( I was made to understand that XXXX uses military 24-hour timing ). He said he decided to check the camera coverage at XXXX instead, but no one did a return of any baby items at that time. He asked me to go back to the XXXX XXXX to investigate further. 

When I went back to the XXXX store, the manager went to check the camera and confirmed that he saw myself and the lady for whom I purchased the item. He said he could see that I was distracted chatting with the lady and the camera showed her leaving with the items but that was all. 

I uploaded the transaction history onto the chase claim and submitted. A few days later I called to enquire about the claim and was told that the claim was rejected for the 2nd time and that there was no way of reopening it.

I logged on to see the claim and was surprised to see that Chase had captured a completely different reason for the claim. While I called over the phone to open the claim, and clearly stating it as a fraud with the full details provided, the comment inputed on the claim by Chase - Claim Reason - said " I returned or canceled this purchase but haven't been credited. '' I spoke with a Chase claim representative yesterday XX/XX/24 and he said the claim was being re-reviewed but I believe that was because I had informed one of the representatives that a I spoke with that I was going to report the denied claim to CFPB.

Company response to consumer: Closed with explanation