Consumer complaint received 2015-04-02
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX XXXX, 2014 I noticed that I had been unexpectedly charged by a fitness facility, XXXX XXXX, in XXXX XXXX CA. I had entered into a contract on XXXX XXXX, 2014 with that company that I was told was a XXXX time annual fee of {$190.00}. After several attempts to contact the company about the XXXX {$190.00} charge with no response I flagged the charge as fraud. What proceeded was a very lengthy process of Chase allegedly investigating and then reversing the {$390.00} charges in favor of the vendor. 

I reported the fraud to the Economic Crimes Division of the XXXX XXXX Attorney General 's Office and provided my case number to Chase. I consider that this business obtained this agreement by deception, fraud, and unconscionable bait-and-switch practices. I also provided a detailed account of what occurred and e mails between myself and the vendor. At no time did I ever agree to a recurring monthly charge and in fact I explained to Chase that the company had fraudulently backdated my contract by 10 days, I believe to try to prevent me from canceling within the 30-day window. I offered to provide proof that I was not even in the country on XXXX XXXX, 2014 when the contract was allegedly signed. I discovered that this same experience happened to several other customers after I researched the company on yelp and other review websites. 

I received a letter from Chase dated XXXX XXXX, 2014 explaining that they were reversing the charges because I had not cancelled the contract in time. This letter was completely inaccurate. I was very clear in my first message on XXXX XXXX, 2014 that I was disputing the charges due to fraud. When I tried to contact the author of the letter, XXXX XXXX, she failed to return my calls. The letter also refers to information the vendor gave Chase, which was completely false and very disappointing to me that Chase would take the word of a fraudulent vendor over a loyal customer. The letter also indicated I did not cancel in time but I provided e mail evidence to show that I did cancel within the 30 day window based on the real date the contract was signed which was XXXX XXXX, 2014, the very same day Chase recorded the transaction. 

When I called Chase on XXXX XXXX, 2014 to discuss this letter and the evidence I provided I was told by a person named XXXX, that Chase 's only definition of fraud is not giving your credit card number to a vendor. When I asked to see this policy in writing I was told I could not and that I would have to speak to the fraud department. XXXX did not give me a way to contact the fraud department or offer to transfer me. If what XXXX told me was correct, Chase 's definition of fraud is in direct contradiction to the federal government 's definition of fraud. 

This was such an upsetting and disappointing experience to not only be victimized by an unscrupulous vendor, but also by the bank I trusted to protect me. My husband, XXXX XXXX, and I both closed all of our accounts with Chase. We both lost XXXX of points that we were told we were unable to transfer to our frequent flyer account with XXXX. And that was in addition to the {$390.00} that was stolen from me by the fitness company. I received very poor customer service from Chase, inaccurate information, and their staff failed to thoroughly review all of the evidence I provided. I would appreciate an investigation into how my complaint was handled, and I would like to see Chase 's policies for handling fraud in writing including their definition of fraud.

Company response to consumer: Closed with monetary relief