Consumer complaint received 2025-09-09 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: PA

Complaint narrative:
Dear JP Morgan, I requested several times in XX/XX/year> and XX/XX/year> that you provide information ( Name, Last XXXX digits of Account Number, and Financial Institution ) as to who received my money ( approximately ( {$1900.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ). 

XXXX Customer Service Department replied with a letter dated XX/XX/year>, via the CFPB portal that mentions : We confirmed that the funds went directly to the merchant, we can not give out information about the account the funds were sent to. XXXX enclosed copies of the claims letter for your reference. This same letter also mentions : Our records show that when you contacted us to file a claim, you reported it as an unauthorized transaction but when you provided documentation to us, it showed that you canceled with the merchant. 

I then replied to this letter on XX/XX/year>, via the CFPB XXXX ( See CFPB Complaint XXXX ) with these follow up questions : Are you not able to give out information about the account the funds were sent to because the funds were transferred to the account using debit card information? I ask because you do provide this information when I pay for something by check. XXXX booked me at another hotel and later cancelled the reservation because the merchant never responded to them either as evidenced by the documentation you reference above. Why are you acknowledging the evidence that I did not authorize this transaction to the merchant while at the same time not refunding my money? Furthermore, can you please confirm that you can not provide any account information whatsoever for this merchant despite having given them my money without my authorization? Lastly, why would you suggest that I continue to contact this merchant when they didnt respond to me or XXXX XXXX evidenced by the documentation that you reference? 

I then received a follow-up call from your Customer Service Department XXXX XX/XX/year>, and the customer service department informed me that they are not allowed to review the documentation since its not provided by the Claims Department . Therefore, I submitted a follow-up question to you via the CFPB portal ( See CFPB Complaint XXXX ) and this follow-up question was as follows : Why did your Customer Service Department post the letter XXXX XX/XX/year>, to the CFPB portal in response to CFPB XXXX XXXX if they arent allowed to review the documentation referenced in this letter? Wouldnt it make more sense for your XXXX Department to have sent the letter directly to the CFPB portal in this case in order to ensure accuracy of the information provided therein? 

I then received a phone call from someone claiming to be a merchant on XX/XX/year>, from Phone : XXXX. They said they are not allowed to provide docs to JP Morgan and followed up with an email claiming to have refunded the {$170.00} they received through J.P. Morgan. Therefore, my follow up question to JP Morgan is as follows : Is this true and if so then who received the remainder of my money ( approximately ( {$1900.00} minus the {$170.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ) and if you can not provide this information then why? Are you not able to provide this information because the money was transferred using debit card information rather than checking account information and you are not sure where you transferred it to or where you have it stored? 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation