Consumer complaint received 2021-04-02
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2020 a phone scammer convinced me to purchase a " refundable '' {$500.00} XXXX gift card to fix a " bogus '' computer hack. When the person asked for the gift card number, I refused to give it and realized it was a scam and immediately hung up and called my Chase card. The female Chase representative 1 ) assured me that I would not be responsible for the charge ; 2 ) said they couldn't stop the charge but I could dispute it when it posted ; and most importantly 3 ) she provided me a phone number for XXXX to call to have the charge credited. I called the number the Chase representative gave me and the person on the phone acknowledged the scam, promised the {$500.00} credit and provided me a case number : XXXX. However, the account was never credited. On XX/XX/2020 I noticed the charge but not the credit on my statement and I called Chase and they said XXXX didn't credit the account. I was advised to dispute the charges. 

I then called the number for Apple that I found on my credit card statement and learned from the real Apple that the previous case number and phone number I received from Chase was not for XXXX at all but was in fact part of the scam. XXXX acknowledged that the funds had been drained from the {$500.00} gift card and provided me with a real case number : XXXX. I also reported the crime to the Federal Trade Commission : Report # XXXX. 

Armed with all this information, I wrote and sent my dispute letter to Chase Freedom XXXX on XX/XX/2020. The disputed charge remained on my account and until my most recent statement I was not charged interest on the {$500.00}. This month, Chase began charging me interest and I called. I spoke to a dispute representative and then a supervisor named " XXXX ''. Neither would budge despite the fact that it was Chase who gave me the phone number of a bogus XXXX scammer who only continued the scam. I pointed this out to the representative and was met with deafness. I pointed out that the only beneficiaries of the scam were the scammer and Chase itself. 

I called the Chase complaint line to obtain satisfaction and again was told that I had to pay the charge despite everything. When I reiterated that it was Chase who provided me with the fake XXXX number for an immediate credit, the representative got irritated and hung up on me. I don't think it is right for Chase to benefit from the scam, especially after they provided me with a bogus phone number to obtain a credit. 

I have attached a copy of my dispute letter, my credit card statement with the XXXX charge, my credit card statement with the interest charge, and my complaint to the FTC. 

I do not want to pay the {$500.00} as I believe consumers should be protected by their credit card companies and benefiting and even aiding in the theft. 

If this happened to me, I wonder how many others have this experience but are unwilling to put in the hours of effort and frustration it takes to get this resolved. 

Please help!!!!! 

Sincerely, XXXX XXXX. XXXX

Company response to consumer: Closed with monetary relief