Consumer complaint received 2025-08-26 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: NY

Complaint narrative:
On XX/XX/year>, I noticed unauthorized charges from XXXX on my chase bank statement and immediately called the claims dept to file a claim for unauthorized charges. There were two amounts charged to my debit card that I did not authorize. The first amount was {$29.00} and the second amount was {$8.00}. When I spoke with the claims representative over the phone, she communicated to me that while the investigation was underway, Chase would issue me a temporary credit. She told me that I had full use of the credit and that if the charges are investigated and found to be valid, that temporary credit would be reversed. On XX/XX/year>, XXXX refunded me the {$29.00} but not {$8.00}. I had already used temporary credit by this time and was never told that Chase would reach out to XXXX personally to attempt to collect a refund. I also was never told that there is a possibility that XXXX would issue me a refund as well. My bank statement shows that Chase reversed the claim for {$29.00} but not {$8.00} which confused me. This happened on XX/XX/year>, two weeks after I filed the claim. My account went into the negative because Chase took the temporary credit back using the refund from XXXX as a justification. I called the claims dept to make complaints because I feel like I was manipulated and I also feel like I was not communicated with properly regarding the specifics of how my claim would be investigated. If the claims representative was more specific regarding how they would reach out to XXXX to issue a refund and that there would be a possibility that the refund would in fact be issued, then I would of never used the temporary credit. I would of reached out to XXXX personally to avoid the possibility of a reversal. I escalated this to the supervisor of the claims dept and was transferred erroneously to the supervisor of customer service. This happened twice! The customer service representative also failed to brief the next person I was transferred to as to the nature and reason for my call which further explained the lack of communication that got me to this point in the first place. The fourth time I called, I finally did reach the supervisor of the claims dept, and was abruptly and sarcastically told, theres nothing we can do. the claim rep became unprofessional in her tone and said you already spoke with a supervisor why are you calling again to which I responded I would like to speak to his supervisor as I would like to escalate this further up the chain of command. Her response was no, you have to walk into a branch and speak with them. I am a new Chase customer and am dismayed and appalled at the apathy and lack of professionalism and poor communication surrounding this matter. I do not feel like I should have to pay to resolve a negative balance on a claim that I myself reported as unauthorized charges and furthermore, pay for a failure to communicate effectively regarding their investigation process. It took me four calls back to back to speak to essentially, the same individuals who lacked effective communication skills which represents a dip in overall productivity and company morale.

Company response to consumer: Closed with explanation