Consumer complaint received 2019-02-26
Company: JPMORGAN CHASE & CO.
State: MA
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:
In XX/XX/2018 I received a shipment of something I did not order. I immediately contacted Chase Visa credit card and they confirmed fraudulent activity on my account. They closed and re-issued my card. 

I checked my account online and noted 2 fraudulent purchases : 1 ) One item shipped to my home from XXXX for {$440.00} ( dated  XX/XX/XXXX ) and another from XXXX XXXX ( dated XX/XX/XXXX ) for {$830.00}. The latter was shipped somewhere else. I made one attempt to call XXXX to request a return label. There was no answer, and I sensed it was a " shady '' company so I did not pursue further. Instead I requested that Chase follow-up with them for return instructions. Although both charges were initially cancelled, Chase later reinstated the XXXX charge claiming that I had " benefited '' from this purchase. ( it is a large kitty litter box which was of zero value to me. ) My complaint is against Chase, in particular their " recovery/fraud '' team. They are based in the XXXX and I have noticed a disturbing pattern during my conversations with them. They made the following false statements to me : 1 ) The XXXX purchase was a " chip '' transaction. 
( This is impossible as it is an online only company. This was easily confirmed by checking their website. Why didn't Chase check also? ) Here is a link, please scroll down to bottom XXXX XXXX XXXX 2 ) XXXX had my email address therefore I must have made the purchase. 
( The address they told me was a XXXX account which I have never had. ) 3 ) They said I needed to send Chase proof that I did not order this. ( I'm not sure how to prove that I did NOT do something. When I asked what they meant by proof they suggested I send a copy of a police report. I did not file a police report nor do I believe it is the job of my local/state police to handle Chase 's online fraud! ) 4 ) They claimed that I had approved the XXXX XXXX purchase when they knew full well that I did not. I suggested they look into the shipment address for the XXXX charge for clues as to who had my credit card number. They said they would have to charge this BACK to my credit card in order to re-open an inquiry. Why was this not part of the initial inquiry? It seems highly likely to me that the two charges were made by the same person and they could find the other shipment address helpful. 

5 ) Finally, after talking to a Chase Fraud supervisor, she scheduled a conference call for today between her ( XXXX ) and XXXX in which I would participate. I called today to make sure this was happening and was told that the records showed I had declined to be on the call. This is totally false! They eventually admitted to me that they had made a mistake in saying that I refused to be on the call. 

I fully intend to close any accounts I have with Chase after this experience. In the meantime I would greatly appreciate any assistance you can provide. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief