Consumer complaint received 2025-08-31 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: MO

Complaint narrative:
To Whom It May Concern, I am writing to formally raise a complaint regarding the absolutely atrocious customer service I received from Chase when I discovered an unauthorized/fraudulent transaction that caused my account to become overdrafted. 

From start to finish, the handling of my case was a complete disaster full of misinformation, incompetence, and outright rudeness. 
1. First Call Claims Department I was initially transferred to the claims department, who told me the transaction came through as a direct debit and helped me file a dispute. They then informed me that the frontline staff could change my account number to prevent this from happening again, and transferred me accordingly. 
2. XXXX XXXX XXXX When I spoke to XXXX, he flatly contradicted what the claims department told me. He insisted that I could not change my account or routing number and that my only option was to close my account and open a new one. Since I am currently overseas, I explained that I can not simply walk into a U.S. branch to open a new account. I then asked him to block overdrafts on my account to prevent further abuse, and unbelievably, he told me that Chase can not stop overdrafts effectively leaving customers completely exposed and vulnerable. When I requested to raise a complaint, XXXX refused and said he had to transfer me to his supervisor. 
3. Supervisor XXXX The supervisor, XXXX, had an extremely dismissive attitude. He admitted XXXX had given me the wrong information and confirmed that I can change my account and routing number by restricting the account. I told him that XXXX told me otherwise and he said hes the supervisor and knows better. He raised a complaint and transferred me to the fraud team. 
4. Fraud Team XXXX The situation got even worse when I reached XXXX from the fraud team. She was shockingly rude and unprofessional. I explained the situation, and she immediately contradicted XXXX by saying she could not change my account or routing number, and that I had to close and reopen my account in person at a branch. When I asked her to raise a complaint and provide me with a reference number, she arrogantly refused, saying it was internal and not her responsibility. She repeatedly claimed she could not close the account, when I never even asked her to I only wanted the account/routing number changed. The most appalling part was when she raised her voice at me and threatened to end the call. Her behavior was disgraceful, condescending, and completely unacceptable. 



I was on the phone for over an hour from overseas, incurring significant international call charges, only to be treated with contempt, shouted at, passed around, and ultimately left with nothing resolved. 

This experience was one of the worst I have ever had with any financial institution. Chase staff gave me conflicting information, wasted my time and money, and treated me with rudeness and disrespect. Customers should not be put in such a vulnerable position especially when the issue involves fraudulent transactions and account security. 

I demand that this call be reviewed immediately, that disciplinary action be taken against the staff involved ( especially XXXX and XXXX ), and that Chase provide a clear resolution to this problem! 

This level of service is absolutely unacceptable and has caused me both financial loss and immense frustration.

Company response to consumer: Closed with explanation