Consumer complaint received 2024-11-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Starting XX/XX/year>XXXX  I filed a claim for fraud on my account due to unrecognized charges on my XXXX XXXX account, My bank ( Chase bank ) asked me questions like if I had my credentials and if I couldve known who couldve done it and if they needed any more information an investigator would contact me.Then they froze my bank account and sent me a new card and told me that if the claim is valid I will receive temporary funds within 2 days. I received the temporary funds in my account XX/XX/year> and on XX/XX/year> the funds were out of the processing phase and was fully in my account and was refunded to me as a reversal. Radio silence from XXXX XXXX  and no one reached out to me from chase bank in regards to more information or an update on my account and on XX/XX/year>XXXX  starting at XXXX the money I was refunded back to me from chase bank was being withdrawn back to XXXX XXXX with no explanation, no phone call, no email or text to give me an explanation. At XXXXXXXX XXXX on XX/XX/year> I had contacted chase bank through a phone call and spoke with a representative, they had unprofessionally told me that I was in the wrong and its my fault that my money was sent back to XXXX XXXX saying first that my claim was counterfeit and after I requested documentation or a reason why it was counterfeit he changed it to my claim being invalid. I asked for a reason why my fully refunded money was transferred back to XXXX XXXX  and he kept deflecting the question and kept repeating that my claim my invalid so I asked why refund me the money if the claim was invalid and the response was we can not assume a claim is invalid when received it doesnt make sense since I answered all their questions and I was told it was a valid claim. I asked to speak to a manager or someone higher up and he refused and once I urged the representative to give me straight answer he said that XXXX reopen the investigation and the call was over since the information I requested was being held from me. After getting in contact with XXXX XXXX the representative on their side told me chase bank never reached out to them and it would be 10 business days for an update email on my claim but its been 12 days and the representative kept repeating that until I decided the call was over. At XXXX XXXX XXXXXX/XX/year> I called chases claims department again and a more experienced representative spoke with me and told me that they had reached out to XXXX XXXX twice and XXXX XXXX  counter claimed against me with documents stating since Ive used their services before and havent had issues or reported any other transactions with their services that the claim was invalid and due to chase bank policy that had to transfer my refunded money back to XXXX XXXX, I couldnt get the documents myself since its still pending review and the investigation was not reopened by the earlier representative. So Im at a loss now, my account is negative and I keep getting charged an overdraft fee because chase wont fight for my money or help me at all due to * policy *

Company response to consumer: Closed with explanation