Consumer complaint received 2022-04-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022, at XXXX XXXX XXXX I received an email that someone logged into my XXXX account using the XXXX app on an XXXX phone. I thought this was suspicious since I only have an XXXX. I received an email at XXXX XXXX XXXXXXXX and an additional email at XXXX XXXX  XXXX notifying me of 3 purchases with XXXX. I didn't check my emails until XXXX XXXX XXXX and thought this was a phishing scam so I logged in to XXXX directly using my XXXX XXXX app and was unable to see the purchases. At XXXX XXXX XXXX I logged in to XXXX using XXXX and saw there was in fact 3 fraudulent charges and they had used my Chase credit card for the purchase. At XXXX XXXX  XXXX and XXXX XXXX XXXX I contacted Chase on their recorded line and notified them immediately of the fraudulent charges and requested a new credit card. I was unable to get a hold of anyone from XXXX until XXXX XXXX XXXX at which time I spoke so someone again on their recorded phone line and explained to them I did not authorize the purchases. The customer service representative assured me the purchases would be stopped as they were able to see the XXXX address locations and told me over the phone they did not match mine. I explained to them the packages show they are going to be delivered to my house and I didn't know why someone would do this. They explained to me the person was trying to see if they could use the credit card before making further purchases. I asked them to reach out to the sellers since the orders had not shipped yet and advise them not to ship them. I was advised if I do receive any of the orders not to worry, I could just refuse the shipment or write return to sender on the package. I sell on XXXX and know the frustrations and expense this will add to the seller and asked XXXX to prevent it from happening as the packages had not been shipped. On XX/XX/XXXX at XXXX XXXX  XXXX XXXX sent me a notification they delivered a package at my front door. I looked around the front of my house and did not locate any package. I figured this was an error since I notified XXXX and had them cancel shipment. On XX/XX/XXXX XXXX XXXX XXXX XXXX sent me another notification my second shipment was delivered to the front door. Again I went outside and looked and there were no packages. These packages from XXXX said they weighed XXXX lbs and XXXX lbs so they shouldn't be small. I again assumed since XXXX told me they took care of it this was a mistake. I have had hundreds of packages delivered to my house and the only 2 in the last 10 years living here that went missing were the two fraudulent purchases makes me believe the person who fraudulently used my credit card was getting XXXX updates as well and picked them up or was the seller and never actually sent them. XXXX immediately closed my account after talking to them and I am unable to do anything with XXXX in regards to the missing packages as the seller has to initiate the claim. But I was prevented from contacting them due to XXXX closing my account. On XX/XX/XXXX at XXXX XXXX XXXX I received part of the first order in my locked XXXX mailbox. On this package I wrote " return to sender '' as advised by XXXX and returned it to the post office. The credit card charges where initially removed so i thought everything was taken care of until XX/XX/XXXX I noticed a recharge on my account for this billing cycle. I contacted Chase on XX/XX/XXXX at XXXX XXXX  XXXX and they would not provide any information and stated it was sent to the fraud team who would send me a letter of finding. On XX/XX/XXXX at XXXX XXXX XXXX I contacted XXXX who again advised me the charges were taken care of and to advise Chase of the reference numbers which they already had. On XX/XX/XXXX I received a letter from Chase stating the findings are valid and the transaction will remain part of my balance. On XX/XX/XXXX at XXXX XXXX XXXX I contacted Chase and was hung up on. I immediately recontacted them and was advised the fraud department was closed and to call back tomorrow. These charges are fraudulent, I never received any goods, the only package I received I returned per XXXX XXXX instructions. Chase has not fulfilled their obligation to protect me from fraudulent purchases and XXXX has completely failed to perform and has since prevented me from being able to gather evidence, from my account. I have an impeccable credit history and pay all my legitimate bills without hesitation and on time.

Company response to consumer: Closed with explanation