Consumer complaint received 2021-07-20
Company: JPMORGAN CHASE & CO.
State: IN
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:
I am filing this complaint to seek assistance with my specific situation and to do what I can to insure that Chase Credit Card Services is required to discontinue making cardholders pay for fraudulent charges. 

On XX/XX/2021 someone hacked my XXXX account and tried to make 2 charges, one for {$770.00} and one for {$540.00}. Chase caught the $ XXXXcharge and contacted me. They ask me to review my account to see if there were any other fraudulent charges and to call them if I found any. I identified the additional {$540.00} XXXX charge and called Chase as directed. The {$770.00} charge was rejected and the fraudulent {$540.00} charge was credited back to my account. I talked with XXXX and found out about the hacking and they closed my XXXX account. Everything was taken care of. 

Then without any legitimate reason, research, consideration of the other fraudulent XXXX charge made the same day or contact with me, someone at Chase decided the {$540.00} was a legitimate charge. I have been told this is because " I had bought items on XXXX before. '' The fact that I have purchased items from XXXX before does not in any way mean that the {$540.00} charge was not fraudulent. I also received a letter dated XX/XX/2021 from Chase stating You received benefit from this transaction. Upon receipt of the letter I called Chase to find out what benefit they showed I received and the representative could not find anything. Chase has to stop this practice of forcing cardholders to pay for fraudulent charges without any evidence that the charge is legitimate and without even contacting the cardholder to resolve the issue. 

Chase is saying it could take up to 90 days to resolve and I have to pay the {$540.00} in the meantime. I also have to provide documentation from XXXX proving I am innocent and have not falsely claimed this to be a fraudulent charge. In this country a person is innocent until proven guilty. At Chase cardholders are guilty of claiming a charge is fraudulent when its not, until they prove themselves innocent. 

Chase has falsely accused me of trying to claim something is fraud when its not. Chase is ignoring the fact that I have had this account for 22 years, never had a late payment, never tried to pull anything, and have been entrusted with a {$32000.00} credit line, which I have managed perfectly. 

The employees at Chase have the authority to create a situation like this, but no one seems to have the authority to fix it. They keep asking for information from XXXX. My XXXX account was hacked and closed. I can't access it to get any information and the phone number Chase gave me to contact XXXX doesn't work. Chase simply could have charged the item back to XXXX or contacted them and resolved the entire issue. 

Chase has to be required to stop the practice of forcing cardholders to pay charges they have reported as fraudulent without Chase having any documentation showing the charge is legitimate, such as a tracking number showing the item delivered to the cardholder or other clear documentation.

Company response to consumer: Closed with monetary relief