Consumer complaint received 2025-05-22 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: NJ

Complaint narrative:
On XX/XX/year> I noticed that two ( 2 ) unauthorized debit transactions were deducted from my Chase checking account ending in XXXX on that same day in the total amount of {$1100.00}. The first was a debit from a XXXX XXXX XXXX in XXXX, California in the amount of {$300.00}. The second transaction was also from a XXXX XXXX XXXX in XXXX, California ( but a different one ) in the amount of {$800.00}. These charges were back to back on my debit card. Both charges indicated that the charges were done " in person '' on XX/XX/year>. It should be noted that I live in XXXX, New Jersey. It should also be noted that I was not in California on that day and in fact have not been to California in almost XXXX ( XXXX ) years, and I have never been to XXXX. 

As soon as I noticed these unauthorized charges I immediately called Chase from my work to report the problem. ( This was frustrating to me because this was a relatively new debit card since we had an issue before with an unauthorized charge amount, although it was a much smaller amount, and it was inconvenient and alarming. ). But I called Chase and spoke to a representative that immediately cancelled out debit card and issued us a new one which they have since sent to me. They also advised that since we had a previous problem they would void our online User Name and Password and that we should set up our online banking with a new user name and password, which I did that evening when I got home from work. I spoke to an initial person and then also a XXXX, and was told my new card would be coming and that the transactions seemed to have been through XXXX. I told them I was in NJ, not in California, and did not do those in person transactions. I was given the impression from the XXXX that the monies would be refunded to me within a couple days. I emphasized how important that money was to me because we don't have a lot and needed that money to pay important bills. 

Yesterday, XX/XX/year>, after XXXX ( XXXX ) days with still no refund, I called again to inquire when the money would be re-deposited. I was told that since it was an XXXX transaction they weren't going to refund the money. They also sent me a letter XX/XX/XXXX, which I was unaware of when I called, in which they stated : " Dear XXXX XXXX : We have researched the transaction ( XXXX ) you reported on XX/XX/year>. 
Here 's what you should know We found that the transaction ( XXXX ) was processed according to the information you provided or was authorized. 
No adjustment will be made to your account at this time. 
Contact us if you would like to request the information we used for our research. 
If you have questions, please call us at XXXX. '' I demanded to speak with another XXXX, which I did. I was very upset. He told me they were doing " another investigation '' which would take a few more days. I told him that was not acceptable. I did not authorize the charges. I did not give anyone permission to do the charges. I wasn't in XXXX. And I really need that money returned. I wanted to know how they made a determination not to refund. All XXXX XXXX XXXX have cameras. Did they even do an investigation? I asked to speak with another " XXXX '' above him, and he said someone would call me back later yesterday. They never did. 

I called Chase again today and spoke to yet another " XXXX '' who said they were investigating and would not/do not have an answer for me. 

This is completely frustrating and unfair to me. Chase 's security failed me. How could it be that they " conducted an investigation '' and decided not to refund like they said in their letter .... and yet tell me XXXX the phone that they are " investigating? '' How come they didn't recognize suspicious and fraudulent charges all the way across the country when I have never debited or purchased anything in California. Why didn't the transaction get denied/paused subject to me answering an email asking if I authorized it, especially when they have done so in the past with this account for much more local and much lower amounts? Why are they just pushing this off to get me off the phone when it is clear that I did not fly to California to withdraw money? Did they even do an investigation? What investigation was it? Did they ask the XXXX XXXX XXXX to look at video for the times in questions? Or arethey just hoping I will give up... which I will not.

Company response to consumer: Closed with monetary relief