Consumer complaint received 2024-05-08 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: VA

Complaint narrative:
XXXX transactions was posted on XXXX XXXX from XXXX charging me a total of XXXX which I did not authorize. I received a call from the Chase Fraud Department trying to help me with my notification issues with my bank because I was not receiving any updates regarding any fraudulent activities and so after ending that call I noticed that I had 2 pending transactions which I called right away to get disputed with chase. I was told by the chase rep that I should get it resolved and the money should come back within 3 business days but still no money so I visited chase bank to ask about the status and then a representative assisted me by calling the claims department and putting them in speaker to discuss the next plan of action to get my money back. I was told to give it XXXX business days to get my full amount back completely which I did receive but it was taken away again on the XXXX XXXX and I got overdrawn and had to pay {$710.00} from my own personal funds. I called chase bank again and they referred me to the claim department and they mentioned that my claim got denied because my card and chip was physically used which was not the case. I called the claims department at least 3 times on XXXX XXXX and talked to XXXX seperate representatives from the claim department and they all told me different updates. I was told my claim was denied and that I couldnt do nothing about it, the next rep informed me that I would have to submit another claim and can not reopen my claim because it was denied and then finally the last rep questioned if I was told to submit any supporting documentation which I informed that I was not informed of that option. Then she provided me with the date of the transaction and timeframe of XXXX and stated that if I had proof that I was at work then that would reopen my case and be investigated. I submitted my supporting documents which was a badge access history for the day of XXXX XXXX as well as a witness statement from my XXXX  XXXX to confirm that I did not leave the installation. I am an XXXX XXXX military member that works on XXXX XXXX, MD just to reference to the commanding XXXX comment previously made. I submitted those XXXX documents on XXXX XXXX and then I called within the next XXXX business days to confirm that the documents were received and the claim department rep informed that everything was received and my claim was reopened. I decided to call the claim department today XXXX because tomorrow the XXXX of XXXX would be the XXXX business day of any final updates from the department which I havent received until I called. I was told on the phone by another claims rep that was claim was denied because they stated that my card was present and used but I expressed that I was at work and did not leave base. I asked for the investigative team contact information but was denied that and was told that thats the reason they are sticking to their decision. I have contacted chase bank and the claim department on numerous occasions to get this situation rectified but that was not the case.

Company response to consumer: Closed with explanation