Consumer complaint received 2025-05-08 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: OH

Complaint narrative:
From XXXX XXXX XX/XX/XXXX there were XXXX unauthorized transactions totaling {$2900.00}. I first called in on XX/XX/XXXX to report the the unauthorized transactions at the time. I was told to contact the merchant and have them fix it. I attempted to contact the merchant over XXXX weeks. When I did not get any response, I reached back out to Chase to put in a dispute for the now XXXX transactions, which were more than when I had originally called in. After I completed giving the dispute details, I was told a temporary credit would be in my account and XXXX to XXXX hours. I had not received the credit by the following Monday morning. So I called in again and was told I would receive the credits that day. By the end of the day I have not received the credits, so I called back in and asked to speak to a supervisor. The supervisor said I would see them within XXXX to XXXX days from the time I submitted the dispute. I did not receive them by the end of day Tuesday, so I called my local branch and scheduled an appointment for Wednesday with the branch XXXX. I went into the branch Wednesday and spent an hour and XXXX minutes there while she put in a dispute herself and called the dispute team. She then told me that they needed the proof that I reached out to the merchant, and once that was received, I would then see the credit in my account. I provide the information in an hour and a half later and still did not receive the credit. I called in the next morning and was told that it takes XXXX hours for the document to upload and then once that is received, I would receive the credit. I did not receive the credit by the end of the day, so I called into a supervisor who then told me that I would see it within XXXX to XXXX hours which again did not happen. I then spoke to another supervisor who requested additional documentation, and I clarified that they were unauthorized transactions as they were put in that services were not rendered. I corrected this and she made a note on my account for the dispute and said she would share it with the backend bank. I provided provided the documentation requested shortly after and once again did not receive the credit as promised and guaranteed for the multiple time. Friday they denied the claim with no credit provided. The reason given to me was that it was services not rendered not unauthorized transactions. Again, I had clarified this with the supervisor previously and have explained this to several people. They then went on to say that I did not provide adequate information, but they just did not understand it, which I clarified their questions for them and provided them the answers they needed. Then the reason became that they could not dispute it due to the type of business that charged my card unauthorized. I put a complaint with the XXXX client office about the dispute process and guarantees and promises not being fulfilled in regarding regards to the credit. I have not heard anything for XXXX days so I called back in for an update. They had not even looked at my claim and the lady I spoke with stated that it was denied because the transactions were authorized and it was for services not rendered instead. Again, I had clarified this multiple times with people before, and I informed the lady of this and she was going to look look at it again and update me. I did not receive an update so I called the local branch again yesterday with my mom on the line and again they went through the same string of reasons before denying it once again with no reason besides the business type, which again I did not make the transactions. They could not provide me any policy public or private, stating that they do not dispute certain types of businesses for unauthorized transactions. To this date, I have not received my money back and have now suffered financial burden and hardship due to their unfulfilled promises and unprofessionalism. I have spent hours on the phone with supervisors and a couple hours in the branch. I have exhausted myself dealing with them as they do not seem to know what they were doing. I have read many many things online from other Chase customers experiencing the same issue which chases dispute and claims team, including the XXXX client office.

Company response to consumer: Closed with explanation