Consumer complaint received 2025-12-02 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: OK

Complaint narrative:
I have several complaints about XXXX. The first complaint is XXXX provides misleading information to the public about the insurance payments and services. XXXX has international customer services that tell frequent lies. Around XX/XX/XXXX my daughter 's cell phone was stolen, and I filed a police report then reported the stolen phone to XXXX. The customer service rep said that they don't handle that and that I need to only talk to XXXX. I spoke to XXXX and later learned there was a deductible before I could be issued a new phone. I called XXXX back and explained that during the time that I purchased XXXX insurance, the representative at XXXX nor XXXX verbally told me that there would be a deductible if anything occurred. I also explained that neither XXXX nor XXXX told me that I would be still responsible for the balance if something happened to the phone. Then, when I started getting my bills, the balance was XXXX times higher. The more I paid, the more the balance felt it was growing. I removed my autopay checking information and debit card from the XXXX system. However, I would get emails that the payment was not available in my checking account, or that a payment withdrawal was attempted. I called XXXX and demanded that they stop the cell phone service, that the balance was being disputed. XXXX  customer care team said XXXX. My phone was finally turned off, with limited service. Meanwhile, I sent complaint to XXXX XXXX. ( XXXX ) XXXX XXXX XXXX Resolutions | Regulatory. My complaint was about the excessive fees, the fact that no one was properly disclosing information, the fact that international and XXXX representatives were lying, and that I was getting harassing emails and text messages from XXXX. I was prepared to proceed with litigation on XXXX  for violation of the laws FDCPA laws, violation of 1005.6 Liability of consumer for unauthorized transfers, and violation of The Fair Credit Billing Act ( FCBA ), to start. Federal Trade Commission Act, Section 5 : Unfair or Deceptive Acts or Practices, but the first step prior is to place a dispute with the executive relations, XXXX. XXXX responded to my online request about the dispute and called me on XXXX ( XXXX  number ), despite the number being disconnected. I called XXXX back from my brother 's cell number and requested that she call me on my brothers ' line. When XXXX called me, I missed the call and would immediately call her back, receiving no answer. XXXX then proceeded to keep calling me on XXXX. I sent XXXX an email requesting that she call my new cell number, XXXX. XXXX called that number maybe once or a few times, I called her right back, and she would not answer. XXXX then followed up by email on how XXXX is not doing anything wrong, that the balance is due and the contract is valid. On XX/XX/XXXX, XXXX deducted {$480.00} although I kept telling the representatives to stop the XXXX  service for both cell and internet. I also told the representatives to remove my debit card information from the account. The representatives in the past told me that my debit card was not on file however, the emails that I kept getting from XXXX told me otherwise. 


I did not authorize XXXX to deduct {$480.00} from my Chase account. I did not authorize the date, and I request that the payment method be deleted. XXXX is practicing unfair and deceptive practices and is illegally removing funds from customer accounts even when we demand for the phone accounts to be investigated and closed. Not final to my complaint but a bit more to add, XXXX has their app set up which is confusing and intentionally guides the customer to press the wrong button for whichever account has the biggest or most due bill. As example, when I used the app, and was requesting the internet to be deactivated, it deactivated my phone. Also, there were more than XXXX examples of me chatting and confirming that they deactivated the internet and they reactivated the internet- all with purpose of pushing the bill through the XXXX XXXX. When my daughter 's phone was stolen, I started noticing these illegal billing practices and let them know that I was disputing the balance. Again, even during the time of dispute, XXXX intentionally waiting until I got paid on a certain day to deduct the money and then try to answer my call about the dispute. The money they deducted was not authorized and at the time of the deduction, the service was already off. I have requested for XXXX to stop the emails, and they still keep coming. I also requested that XXXX turn the phone off and remove my debit account information, that which XXXX has not done. I also want to make the claim of harassment. I want the courts to pick up this complaint please, on behalf of the XXXX. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation