Consumer complaint received 2020-07-07
Company: JPMORGAN CHASE & CO.
State: TX
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:
This complaint is regarding my Amazon Visa credit card number ending XXXX ( previously XXXX ) issued by Chase Bank. The issue arises from a fraudulent charge of {$1200.00} made on XX/XX/XXXX at XXXX XXXX store # XXXX in XXXX XXXX South Carolina. Essentially, Chase Bank is refusing to recognize this charge as fraudulent and is attempting to force me to pay for it even though I did not make this purchase. Following is a summary of events pertaining to this matter. 

XX/XX/XXXX A charge of {$1200.00} was made at a XXXX XXXX store on My XXXX XXXX card issued by Chase Bank. As I monitor my accounts regularly, I noticed this charge and immediately recognized it wasn't mine. As I am not a homeowner, I rarely go to home stores and it would be very rare to make such a large purchase at this kind of store. I immediately notified Chase Bank that this was a fraudulent charge. Chase cancelled my old card ending XXXX and issued me a new card # XXXX. The bank sent me a letter that the charge would be removed from my account while an investigation was conducted. I presumed the matter was over and no more action would be necessary as Chase would confirm the charge was fraudulent during their investigation. 

XX/XX/XXXX A representative from Chase 's fraud department named XXXX called me. She explained that the charge was made at a XXXX XXXX in my area and the items purchased were for landscaping equipment. As I recall the items were a leaf blower, a hedge trimmer, a chainsaw and something else that I don't remember. I explained to her that I was a renter, not a homeowner and that I had no need or desire for landscaping equipment. Also, I explained that I have never been in the landscaping business. She said that she would complete here investigation and that I would receive a letter. Again, I presumed the matter was over. That proved not to be the case. 

XX/XX/XXXX I received a letter dated XX/XX/XXXX from Chase 's fraud department stating that my claim for fraud was rejected and that I was responsible for the charges. The only reason given was the vague statement You received benefit from this transaction. I immediately called Chase and again explained that the charge was not mine. Chase advised me they would consider my call an appeal and reopen the investigation. 

Later in the month, I received another call from XXXX in the fraud department and I again explained why the charge was not mine. She told me the matter would be reviewed and that I would receive another letter. Soon thereafter, I received another letter from Chase advising me that they had determined the charge was valid. No reason as to why was given. 

Again, I called Chase and was essentially told that I had no recourse within the company. I attempted to escalate to management, but could not get them to connect me to anyone in authority. 

XX/XX/XXXX Being very busy, I had to put the matter on hold while I attended to other things. I decided that I would make the minimum payment on the account to prevent Chase from reporting me as past due, until I had time to get re-involved. I went online and set up a payment for the minimum {$35.00} due to be paid from my XXXX XXXX checking account on file at their website. This is the account that I normally use to pay my credit cards and the only payment method that I have saved in their system. Later in the month, I had the opportunity to do a little research online. I found that I was owed a full accounting of their decision by Chase. I wrote them a letter and sent it certified mail on XX/XX/XXXX demanding a full explanation and again advising them that this was a fraudulent charge that I was not responsible for. I made it clear that I would take all necessary recourse to fight their wrongful determination. 

XX/XX/XXXX On XX/XX/XXXX, I was very surprised to get a call from XXXX, ID # XXXX from Chase collections department telling me that my account was overdue. I was confused so I took her number to call back and went online to investigate. When I checked the Chase website and my banks website, I could see that the {$35.00} had indeed been rejected. This was made even more surprising by the fact that Chase accepted a payment on my Chase Freedom Visa account # ending XXXX from the same checking account on the same day XX/XX/XXXX for {$250.00}? 

I called Chase back and spoke with XXXX, ID # XXXX, and XXXX a supervisor, ID # XXXX, neither of whom could explain why my payment was rejected. I was transferred to XXXX XXXX in the payments department who could only tell me that the bank account number recorded for the payment was completely different than mine. He could provide no further explanation? I gave him my bank account information over the phone so that he could do a manual payment for the {$35.00}. At this time of this writing, it is unknown whether or not this payment will go through or not. 

In summary, I have been treated in very bad faith by Chase Bank. They have made a wrongful determination that I am responsible for a fraudulent charge and have blocked every attempt that I have made to escalate the matter to a level of management that can right this wrong. At this point, I need the help of your agency to get this matter corrected. I have attached all pertinent documentation to my complaint. Included are my XXXX and XXXX spending reports on this account to show that I normally don't make purchases from home stores. As you can see, over the last year and a half the only charge in the Home department on this report is the fraudulent one. Should you need anything further or have any questions, please contact me.

Company response to consumer: Closed with explanation