Consumer complaint received 2025-10-14 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: MO

Complaint narrative:
XX/XX/XXXX of XXXX  I received a notification that it transaction had been made on my debit card for {$11.00} and {$4900.00} in XXXX illinois. After reviewing my account I immediately notified Chase Bank that there was an unthorized charge of {$11.00} and {$4900.00} and that I did not make those charges or authorized anyone to make any charges and I asked them why was it I sent a fraud alert. They apologize and told me that they did not send me a fraud alert and that the only fraud alert that I got was for XXXX the XXXX at the XXXX XXXX which I replied and said that it was me. While I was on while I was on the phone with the representative another charge came through for {$32.00} and I had advised them that that was not me that I'm on the phone with you and not in XXXX Illinois and that I'm at home at my resident in XXXX XXXX Missouri. That they're shutting down my card And that I should be receiving it in 2 days a new card. The representative had had advised me that they were going to transfer me over to claims department to file a dispute on these transactions of {$11.00}, {$4900.00}, and {$32.00}. After speaking with the claims department the representative had advised me that all three charges would be reversed refunded back into my account within XXXX hours. After reviewing my account the next day I saw that there was another charge of {$38.00}, I called back to the Chase Bank to the claims department and got another representative and explain to that representative what had happened and that only two of the charges have been refunded back to my account and that was for the {$11.00} and {$32.00}. And that my {$4900.00} has not been reversed back into my account. That representative had advised me that I needed to send in documents, and I asked what type of documents what I need and they said for me to reach out to XXXX and asked if they could provide documents showing that it was not me. So I called XXXX in XXXX Illinois and spoke with a supervisor explain to him that there was a charge of XXXX made on my debit card and that I did not do it or authorize anyone to make those type of charges on my card and that I don't know anyone that lives in XXXX Illinois. He had advised me that he would investigate and get back with me. After XXXX hours he returned my phone call and stated to me that it was not me that was on the footage and that he could not release the footage to me or reach out to Chase Bank because that is against their policy and that I would have to make a police report in XXXX Illinois and it would be up to the judge to release the footage. I immediately called back to Chase Bank spoke with another representative in the claims department and had advised them with the supervisor had told me and also I told them that I have vivid home security camera that will clearly show that I was at home all that day and night and could I send that in as part of a document that representative told me that I could. I went to the library to try to upload the video and it would not take the video so the librarian suggested that I would screenshot the video. So I had immediately called Chase Bank and explain to them that the app will not accept videos but I could break it down and screenshot it would that be acceptable for documentation in the representative said yes. So I uploaded eight screenshots which clearly shows that I was at home of the time of the transactions here XXXX XXXX XXXX Missouri. I called Chase Bank back spoke with another representative and ask had they received my documents and that representative had advised me that they did received it they Place me on hold, she got back on there and advised me that they did accept the documents and that she will transfer me back over to claims department. I spoke with someone in class Department and they looked over the documents also and said that they are accepted and that my money would be refunded back in amount of {$4900.00} within XXXX hours no more than 2 days. I waited XXXX hours no money in my account I immediately call back to the claims department spoke with another representative that representative told me that the last representative gave me misinformation and that it would take up to 5 days for them to decide if the documents would be accepted. I had explained to the representative that I have talking to more than five representative in each one keeps giving me different information and that's not how you run a business you're supposed to be on one Accord. I made one more last attempt to try to resolve this I spoke with the last representative in the last representative said that there's nothing that they could do about my money and that I would have to get it back from XXXX because that's who has my money.

Company response to consumer: Closed with explanation