Consumer complaint received 2024-08-16 00:00:00
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.
State: CO

Complaint narrative:
On XX/XX/XXXX there were 2 unauthorized transactions totaling {$2000.00} made to XXXX XXXX from the debit card linked to my checking account. I attempted reaching out to XXXX XXXX support twice and via email another time. After no response the third time I contacted my bank ( Chase ) on XX/XX/XXXX. The agent filed a claim, but I never received an email or confirmation. I checked on my mobile app and under the 'Track a claim ' I was just able to see the claim as in progress and I could get temporary credit within 4 days and response on the claim within 10 days. I called today and spoke with a CSR named XXXX who said that the claim was denied ( still says in progress in my app as of XX/XX/XXXX ), and he could not provide me with a reason why it was denied in less than a day without anyone contacting or notifying me. He then said that I could request documents to be mailed to me within 10 days then after that I would be able to file a new dispute but would be at least 10 days before the documents would arrive as they could not email them. I asked XXXX what I could do today to resolve this as it has already been over a week since this money was taken from my account, XXXX then began getting annoyed and asked if I wanted him to process the request for the documents or not and that was all that could be done. I then asked to be transferred to a supervisor to which XXXX agreed but advised his supervisor wouldn't be able to help me either. I was connected with a man named XXXX. XXXX proceeded to inform me that because the unauthorized charge was through XXXX app that it is not something they are able to dispute. I then asked if i could file a claim for fraud, as that is what I was attempting to do the day prior. He then told me that since the dispute was already claimed and denied that there was no other means to refile a new claim. I asked him what I was supposed to do about being out this money, to which he informed me I would have to handle this through XXXX XXXX. I advised him I had already reached out to XXXX XXXX and was not receiving any response other than them reissuing me a new XXXX XXXX card and resetting mylogin info, and then asked why Chase could not insure my funds from fraud as there should be some laws that protect consumers when they have no authorized funds to be removed from their account. XXXX continued to repeat that there is nothing Chase can do to get these funds back to me, could not offer provisional credit, and that they could not even start another dispute. I then asked XXXX if there was a contact for my lawyer to reach out too after filing the police report and he said there is no such and maybe ask the local branch for that info. I then proceeded to ask him his name to make sure I had it spelled correctly for the complaint im filing right now, and he proceeded to hang up on me without saying another word. I called back 30 minutes later and spoke with another CSR named XXXX and she advised me the claim from XX/XX/XXXX was never fully submitted so not sure why they said denied on prior phone call, so she had to note that and close other claim, then she was able to get a new dispute filed for the fraud. She then advised me I would get credit in 2 hours and a confirmation of the claim to my email. She then helped me close my debit card and order a new one to avoid any other instances of fraud. After about 4 hours I called back as I hadn't gotten an email or any credits, and was given the claim number and was informed Chase has a right to withhold provisional credits and it could be up until XXXX XXXX until I get anything back. I still have not even received an email confirmation of the claim being submitted this time around. As someone who recently just started her own business and needs a reliable bank, it is a shame that I can not be confident in this banking institution to help resolve any issues or insure my money in case of fraud. Therefore, I went ahead and closed my second checking account with them and am waiting on file decision of this dispute before closing the account that had fraud in it.

Company response to consumer: Closed with explanation