Consumer complaint received 2025-03-18 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: NC

Complaint narrative:
Formal Complaint Regarding Unauthorized Payment Method Change by XXXX XXXX Chase To Whom It May Concern, I am writing to formally report an issue involving XXXX and Chase Bank regarding unauthorized changes to my payment method, which resulted in unintended charges, excessive fees, and a violation of consumer protection laws. In XX/XX/XXXX, XXXX changed my preferred payment method from my personal debit card to my XXXX XXXX XXXX card ( issued by Chase ) without my knowledge or consent. For the months of XXXX, XXXX, and XXXX, the only charges placed on the XXXX XXXX XXXX were for my XXXX XXXX membership, which was billed monthly instead of annually, without my authorization. Historically, I have always paid for my XXXX XXXX membership on an annual basis, which is significantly cheaper than the monthly rate. Do you want to mention that they also started billing me for XXXX without my knowledge or consent which they applied to the XXXX prime card as well. However, my primary concern in this particular incident is the fact that XXXX did not have my consent to change my primary payment method from my debit card to my XXXX XXXX credit card ( Chase credit card ). In XX/XX/XXXX, all of my XXXX purchaseswhich were supposed to be charged to my personal debit cardwere instead placed on the XXXX XXXX XXXX without my authorization. I remained unaware of these unauthorized charges until XX/XX/XXXX, when Chase contacted me regarding a pending payment and attempted to collect. I was shocked to learn that charges had been accumulating on the card for months without my knowledge. Furthermore, Chase had attempted to draft payments from an old, inactive bank account, which resulted in several {$95.00} failed payment fees. Additionally, Chase applied multiple other fees and interest charges on the account racking up over {$500.00} in fees alone. Upon discovering this issue, I contacted XXXX to request that the charges be reversed to my XXXX account so that I could pay with my intended debit card, offering to pay what was owed in full that day. However, XXXX refused to accommodate this request. XXXX also refused to escalate the issue and allow me to speak with anyone who had knowledge in the process and or would be able to help me rectify the issue. I then turned to Chase in an effort to remedy the situation. After researching my rights as a consumer, I found that federal law protects against unauthorized payment method changes. Specifically, the Electronic Fund Transfer Act ( XXXX ) and Regulation E require that a company must obtain explicit permission from a consumer before changing their payment method on an account. I presented this information to Chase and requested that all charges be classified as fraudulent, as they were made without my consent. Chase later informed me that they would not recognize the charges as fraud and instead moved all charges to a new XXXX XXXX XXXX card issued in my namedespite my explicit refusal to have a new card issued. Approximately one week later, I was informed that a new card had been issued in my name without my consent. I subsequently initiated an appeal process to challenge Chases decision, stating they were upholding all charges and fees. I also attempted to open a fraud case regarding the unauthorized issuance of a new card in my name. Given the unauthorized changes to my payment method, the improper fees applied, and the refusal of both XXXX and Chase to resolve the issue in accordance with federal consumer protection laws, I am seeking an official review and intervention from your governing body. I appreciate your time in reviewing this matter and look forward to your response. Please let me know if any additional questions or if documentation is required. Sincerely, XXXX

Company response to consumer: Closed with monetary relief