Consumer complaint received 2025-09-12 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: PA

Complaint narrative:
I requested several times in XX/XX/year> and XX/XX/year> that you provide information ( Name, Last XXXX digits of Account Number, and Financial Institution ) as to who received my money ( approximately ( {$1900.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ). 

XXXX Customer Service Department replied with a letter dated XX/XX/year>, via the CFPB portal that mentions : We confirmed that the funds went directly to the merchant, we can not give out information about the account the funds were sent to. Weve enclosed copies of the claims letter for your reference. This same letter also mentions : Our records show that when you contacted us to file a claim, you reported it as an unauthorized transaction but when you provided documentation to us, it showed that you canceled with the merchant. 

I then replied to this letter on XX/XX/year>, via the CFPB Portal ( See CFPB Complaint XXXX ) with these follow up questions : Are you not able to give out information about the account the funds were sent to because the funds were transferred to the account using debit card information? I ask because you do provide this information when I pay for something by check. XXXX booked me at another hotel and later cancelled the reservation because the merchant never responded to them either as evidenced by the documentation you reference above. Why are you acknowledging the evidence that I did not authorize this transaction to the merchant while at the same time not refunding my money? Furthermore, can you please confirm that you can not provide any account information whatsoever for this merchant despite having given them my money without my authorization? Lastly, why would you suggest that I continue to contact this merchant when they didnt respond to me or XXXX as evidenced by the documentation that you reference? 

I then received a follow-up call from your Customer Service Department on XX/XX/year>, and the customer service department informed me that they are not allowed to review the documentation since its not provided by the Claims Department . Therefore, I submitted a follow-up question to you via the CFPB portal ( See CFPB Complaint XXXX ) and this follow-up question was as follows : Why did your Customer Service Department post the letter XXXX XX/XX/year>, to the CFPB portal in response to CFPB XXXX XXXX if they arent allowed to review the documentation referenced in this letter? Wouldnt it make more sense for your Claims Department to have sent the letter directly to the CFPB portal in this case in order to ensure accuracy of the information provided therein? 

I then received a phone call from someone claiming to be a merchant on XX/XX/year>, from Phone : XXXX. They said they are not allowed to provide docs to JP Morgan and followed up with an email claiming to have refunded the {$170.00} they received through J.P. Morgan. As a result, I sent a follow up question to JP Morgan on XX/XX/XXXX ( CFPB Complaint XXXX ) asking Is this true and if so then who received the remainder of my money ( approximately ( {$1900.00} minus the {$170.00} ) from my Chase Acct XXXX XXXX XXXX in XX/XX/year> ( See CFPB Complaint XXXX ) and if you can not provide this information then why? Are you not able to provide this information because the money was transferred using debit card information rather than checking account information and you arent sure who you gave it to or where you have it stored? 

I then received more emails on XX/XX/year>, from the merchant claiming that JP Morgan gave them the whole {$1900.00}. The merchant then claimed they cant return the money because they didnt receive the cancellation through their customer service portal. This was circular logic on the part of the merchant for a few reasons among them being : 1 ) I placed the claim with JP Morgan because the merchants systems werent working at the time to allow this type of communication. I explained this to JP Morgan when I placed the claim over the phone. I later provided documentation to support this claim to JP Morgan and the Merchant via XXXX. XXXX ) The Merchant is the one that made the cancellation of the reservation after I put in this claim with JP Morgan. I also provided documentation to support this claim to JP Morgan and the Merchant via XXXX. As a result, my question to JP Morgan and The Merchant on XX/XX/XXXX was : Did you receive this documentation I am referring to and sent via XXXX? ( See CFPB Complaint XXXX ). 

I then received another email on XX/XX/year>, from this same merchant suggesting I reach out to the person they gave the money to. This is additional circular logic on the part of the merchant and the facts show it XXXX be intentional for a number reasons among them being : XXXX ) I requested several times in XX/XX/year> and XX/XX/year> that JP Morgan provide information ( Name, Last XXXX digits of Account Number, and Financial Institution ) as to who received my money ( approximately ( {$1900.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ) and I know for a fact that the Merchant is aware of J.P. Morgans response and the subsequent events because their email dated XX/XX/year> is in response to a copy of this CFPB Complaint XXXX which means they received it. 

I then responded to this merchant on XX/XX/year>, and gave them a copy of CFPB Complaint XXXX and let them know that I appreciate their responsiveness even though these CFPB Complaints are addressed to JP Morgan since JP Morgan allowed this Merchant to take my money and give it to someone else without my authorization. 

The merchant then sent another email to me on XX/XX/year>, again reiterating that its my fault that they took the money out of my checking account and gave it to someone else. The merchant now claims that they were allowed to withdraw the {$1900.00} from my checking account and give it to someone else ( without my authorization ) because I made the reservation with them using my email account and I didnt cancel it in time. The merchant makes this claim knowing that the conditions around cancellation were tied to the cost of the reservation which in this case was at a cost of {$0.00}. I provided the documentation to show this through XXXX. The merchant also knows that their systems wouldnt allow communication between parties for any reason during the cancellation period ( either intentionally or because of a glitch ) and this is why I placed the claim with JP Morgan. I provided the documentation to show this through XXXX. And therefore, my question to J.P. Morgan is : Why were you not able to reverse the charges when I initially reported this non-authorized activity and why did you later reverse the credit?

Company response to consumer: Closed with explanation