Consumer complaint received 2026-03-04 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: IL

Complaint narrative:
On XXXX/25, there was an unauthorized charge on my personal checking account for {$920.00} from XXXX XXXX for a XXXX business account. I called Chase that day to indicate this was unauthorized and they restored the money to my account on XXXX25. On XXXX/25, the same amount, {$920.00} was again taken out of my account without explanation or notice. I called that day to report the issue, but I was informed that they had received " evidence '' that I had authorized the transaction. They said they could not fax or send this info to me directly, only mail a hardcopy, which they said they would do, indicating it would take about XXXX business days to receive. When I hadn't received anything, I went into a local branch to find out about the status on XXXX/25XX/XX/XXXX. They indicated there was no request for this " evidence '' in the system and nothing had been mailed to me. At their direction, I submitted a handwritten request and was told it would be XXXX business days for them to send me the " evidence. '' On XXXXXXXX25, I went into a different branch to find out the status. They indicated there was no record of my request and helped me contact the fraud department. We were told by the fraud department that I would be mailed the evidence, they couldn't even send it to the bank representative. I stayed in contact with this representative because he seemed genuinely committed to helping me resolve this. On XXXX XXXX, 2025, I went back to the branch to report I had not received anything from Chase. The representative and I called again, they indicated they had no record of this request and nothing had been sent. They again reinforced they could not give the bank representative the information, only mail it to me. This time the bank representative called back the next day to confirm they were sending it. I returned to the bank on XXXX/25 to indicate I still hadn't received anything. The bank representative and his manager were somehow able to obtain copies of the " evidence. '' I went to pick up the hardcopies from them on XXXX/25. Now I could finally follow up with the vendor, XXXX XXXX, and investigate the account. Most importantly, however, in the information from Chase, there was no transaction for the amount they stole from me, it was only transactions from XXXX. I do not understand how this could be interpreted as evidence that I authorized a {$920.00} charge. When I reviewed my XXXX XXXX account, it indicated there was a refund issued on XXXX/XXXX/25. The reason for all of this was because I started a free trial XX/XX/XXXX and canceled it on XX/XX/XXXX. There was no reorder, there is no other record of transactions on XXXX XXXX related to XXXX after XXXX/XXXX/25. There was no record of a transaction on XX/XX/XXXXXXXX/XXXX/25, therefor nothing for me to have approved. I contacted both XXXX XXXX and XXXX and have their chat and email confirmation that they consider this amount refunded. I printed this out and provided it to the bank representative on XXXXXXXX/26, who reviewed it, agreed this indicated there had been no approved charge to this vendor, then faxed it to reopen the fraud case at Chase. The bank representative told me to contact Chase in 2-3 days to confirm they reopened the fraud case with the presented evidence. I contacted the Chase fraud department on XX/XX/XXXXXXXX/XXXX/26. They informed me not only had they not reopened the case, but there were no circumstances under which they would be willing to reopen it because, with their " evidence, '' the matter is resolved by Chase. I went back to the local bank branch to see the same bank representative on XXXX/XXXX/26XX/XX/XXXX to inform him about what occurred. When he and his manager investigated further, they indicated this matter could only be resolved through XXXX XXXX and that's who has my {$920.00}. According to XXXX XXXX it was refunded and/or never processed from the trial. This has been an incredibly difficult process led by giant companies who have made it intentionally difficult for individual consumers to resolve over a substantial amount of money.

Company response to consumer: Closed with explanation