Consumer complaint received 2024-08-30 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: WI

Complaint narrative:
On XX/XX/XXXX I wake up to a chase fraud alert sent XX/XX/XXXX at XXXX that they declined a {$50.00} purchase from a merchant called XXXX and ask if it was me that made the purchase, I respond no at XXXX and go back to sleep. I get a response that my debit card has been canceled and they are going to issue me a new one that will take 5-7 business days. The next day XX/XX/XXXX I wake up and log on to my chase account to see that there were 8 new fraudulent charges on my debit card from a merchant called hello juniper for {$42.00}, {$43.00}, {$44.00}, {$86.00}, {$35.00}, {$43.00}, {$87.00}, {$87.00}. I call chase to dispute the charges, they reverse the charges, cancel my debit card, issue me another new caed and tell me its going to take 10 days to receive in the mail and tell me I can use my digital wallet until I receive my new card. On XX/XX/XXXX not receiving any cards yet, I wake up to more fraudulent charges on my account from a merchant called surf shark that also result in me having to pay an overdraft fee or {$34.00}. I call chase again upset because I had not even received my new debit card in the mail yet so how could I be hacked for fraud again, they tell me that my digital wallet has been compromised. Attached to my digital wallet info IS my home address as well. On XX/XX/XXXX the fraudulent charges are reversed and they yet again cancel my card and issue a new one that will take 10 days to ship, and tell me to use my digital wallet until I receive new card number XXXX. On XX/XX/XXXX they re-reverse 2 charges from XXXX  XXXX, so thinking I got hacked again I call and they tell me they below my initial fraud charges on XX/XX/XXXX, before those were posted, XXXX XXXX had refunded me 2 times- {$43.00}, {$43.00}. I understand but think its very weird. Then time passes and I assume everything is taken care of, Im using my new debit card etc. On XX/XX/year> I wake up to chase re-reversing my fraud charges they take {$35.00}, {$42.00}, {$44.00}, {$86.00}, {$86.00} back out of my bank account. On top of those charges I had 2 XXXX charges that WERE authorized by me- but because chase had taken all that money out without warning, I also received two {$34.00} insufficient funds fees totaling {$68.00} for no reason. I check my email and my chase message center, I received no warning that these claims had gotten denied and they were going to take all of that money out of my account again WHICH I CAN NOT AFFORD. This also puts my account negative XXXX XXXXXXXX. Enraged and in tears I call chase and ask what is going on, they tell me that XXXX XXXX was able to provide evidence that I was the person to make these transactions. WHICH IS IMPOSSIBLE. I ask chase to provide me with the evidence they claimed to have and they did not, they tell me to contact the merchant. So I google them again and find that XXXX XXXX  does not have a phone number only emails. I email them my situation and the response I get is that they do not have an order under my name, phone number or email address, they need my order number in order to look me up. I then say thats the entire point- i do not have an order number because I did not make these purchases. XXXX  XXXX responds again and tells me to contact the fraud department at my bank and claim fraud. They show me a screenshot of my orders and the email is an email Ive never heard of, the phone number is a phone number Ive never heard of but has my name and address on it. These were not me! The email attached to the order is XXXX and phone number is XXXX. I call the phone number and there is no response, and the voicemail does not specify who it belongs to. Neither of which belong to me. I immediately make an appointment to talk to chase in person the next day because I can not afford to even buy food to eat because of these charge backs I DID NOT MAKE. I met with XXXX XXXX and he calls the fraud department and sends them these emails they reopen the case. I wait 5 days and hear nothing. I then see that the case has been closed. So i email XXXX again and he tells me i can take it into escalation. So i speak with the person from the escalation team and she tells me the only thing she can do to help is try to get me the order number to give to the merchant. The merchant matched my address and thats why the claims are being denied. I email XXXX XXXX again and they tell me that because my address matches the address they were given its out of their hands at this point and they can not issue me a refund. ALL OF THIS IS IMPOSSIBLE BECAUSE I RECEIVED NOTHING, AND DID NOT AUTHORIZE ANY OF THESE PURCHASES. I can not afford any of this. I do not know what else to do at this point. I DID NOT MAKE THESE CHARGES.

Company response to consumer: Closed with monetary relief