Consumer complaint received 2025-05-21 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: IL

Complaint narrative:
This is a transaction that XXXX sent money to a XXXX XXXX & it came out of my Chase checking. On XX/XX/XXXX my husband received a text stating we were negative {$2300.00} in our checking. I immediately called the bank to let them know this is fraud. The transaction was still pending. The lady I spoke to said she didn't see it on her end, then said it fell off. I said can you please red flag my account & deny any transactions from XXXX or that person. She suggested I close my account. I called XXXX and they suggested I leave both accounts opened until the investigation was done. I received a letter from Chase on XXXX XXXX claim # XXXX that the transaction was not charged to my account. They gave the money back. I called XXXX right after to let them know that transaction is fraud. On XXXX the Id # XXXX said on XXXX XXXX {$2900.00} was sent to this XXXX from my Chase account. I never send money to anyone through XXXX, that's a red flag right there! I said to block any transaction from that person or anyone else. I do not send money to anyone using XXXX. I look on my paypay account & it said XX/XX/XXXX money sent on repeat " decline payments '' XX/XX/year> my husband received a text stating our account was negative {$600.00}. I check the bank account and it says RETRY PAYMENT XXXXXXXX XXXX It said we paid or returned a transaction when you didn't have enough money in your account Paid Insufficient. After I received that letter, Chase STILL let that RETRY payment go through along with XXXX! I called again now I have a new claim # XXXX I receive a letter dated XX/XX/XXXX to sign and complete the disputed transaction amount on XX/XX/XXXX. The description said XXXX RETRY PYMT XXXX XXXX {$2900.00} Why am I disputing a transaction that Chase already said paid insufficient? On XX/XX/XXXX I receive a letter stating the transaction was processed according to the information you provided or was authorized. I called XXXX they also said I authorized this payment. I asked based on what. She said it came from my phone. She asked when the last time I was on XXXX before this & I said it's been months. She said it shows I logged in on XX/XX/XXXX. I was so confused at this point. I kept calling chase and sending emails to a Man named XXXX at XXXX ex XXXX at Chase executive office. I now have a case # XXXX. I was trying to figure out what was going on. On XXXX another phone signed into my XXXX account the phone ID is XXXX My phone ID is XXXX. There is something fraudulent going on with Chase and XXXX. On my bank statement the 1st transaction on XX/XX/XXXX is gone. It no longer shows the transaction was ever made or the payment taken out or put back in my account. On XXXX 's statement is doesn't show the XX/XX/XXXX transaction. They both said I authorized this and closed their investigation. This is on Chase and XXXX. I called BOTH immediately reguarding the 1st transaction being fraud, why would they let the 2nd transaction go through AGAIN on XX/XX/XXXX! Chase already said for the XX/XX/XXXX transaction PAID INSUFFICIENT due to not having money to cover that fraudulent transaction. Then without no explanation they let the transaction go through again? On all the paperwork from Chase says XXXX TETRY PYMT XXXX XXXX. This is 100 % complete fraud. That {$2900.00} is mine & it was stolen from me. Something fraudulent is going on with Chase and XXXX. Can you please investigate this? Thank you for any help you can give me.

Company response to consumer: Closed with explanation