Consumer complaint received 2025-03-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
This is my third formal complaint against Chase Bank, and I want to thank the CFPB for its support so far. Unfortunately, Chase has once again retaliated financially against me following a CFPB intervention. 

After my first complaint, Chase refunded me approximately {$1300.00} but the very next day, they withdrew {$500.00} from my account. I called support, and they claimed it was tied to an " unclosed '' claim. However, at that time, no such open claim existed in my account portal. This raised serious concerns that Chase either reopened a previously resolved claim in direct response to the CFPB complaint, or acted in retaliation. 

I filed a second complaint regarding this {$500.00} and once again, Chase refunded me. And once again, on the same day, another unauthorized charge appeared on my credit card account. The pattern is undeniable at this point. 

In addition, Chase has failed to bundle all transactions from the original robbery into a single claim, which I understand is required under the EFTA. This repeated mishandling, combined with the timing of these new charges, demonstrates a disturbing pattern of retaliation and non-compliance with federal law. 

For reference, Ive attached the relevant documentation : Chase_Retaliations.png shows the dates and amounts of reversals and suspicious charges. 

Single_Robbery_Bundle.png documents the robbery-related transactions that were never bundled. All files from prior complaints are also included for your convenience. 

I respectfully ask that the CFPB investigate this pattern of behavior closely. This is not a one-off mistake this is repeated abuse of a customer who has turned to the proper channels for help. 

On XX/XX/scrub> 2024 at about XXXX XXXX I was at a public park drinking with some locals I had just met in XXXX, XXXX. One of the men must have slipped something in my drink ( very common there ), because I went unconscious. I woke up at about XXXX XXXX. in the same park and returned to my hotel. 

The following morning, at about XXXX XXXX. I woke up. I felt my pockets to make sure that last night was not a dream, but my phone and wallet were missing. At about XXXX XXXX. I went down to the reception. At about XXXX XXXX. the receptionist got me a phone to let me call Chase bank. 

From XXXX XXXX. to XXXX XXXX. I was attempting to get the XXXX to connect me with an agent, but it just kept responding, " Please enter your credit card number, debit card number or account number to speak with an agent ''. I kept telling the robot that I don't have any of that information, and that i need to be connected with someone immediately. The XXXX  never did that for me. 

At about XXXX XXXX, right as the banks opened, the thieves were able to send electronic transfers to themselves using my phone that they stole, and they successfully picked up 100 % of my funds ( {$5300.00} ) within just 1.5 hours. Strange that Chase allowed this, as the highest amount I had previously withdrawn in one day was {$1500.00}, or 25 % of my funds.

What's more, is that these transactions were not targeted to users that I had interacted with before. The highest amount that I had sent to a new recipient was just {$100.00}. 

At about XXXX XXXX. I went to the police station to file a report since I had the name of the person who picked the money up from emails that XXXX was sending me, notifying that money was ready to be picked up and who the receiver was. 

In sum, I believe that Chase bank owes me {$1300.00} according to the Electronic Fund Transfer Act, since I reported the incident immediately. What's more, Chase failed to protect my finances and failed to provide me access to my finances. This is a huge issue. I entrust them with my money, and all they can do when I call them is connect me to a robot that just repeatedly asks me my debit/credit card number? The robot never even says, " If this is an emergency press '0 ' ".

Company response to consumer: Closed with monetary relief