Consumer complaint received 2021-07-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021, {$190.00} was charged by XXXX to my account in a transaction I did not authorize. The next day, three more unauthorized transactions were posted to my account by XXXX, totaling {$210.00}, {$210.00}, and {$200.00}. On XX/XX/XXXX, three additional unauthorized transactions were posted, for {$210.00}, {$200.00}, and {$210.00}. I reported the transactions as soon as I noticed them around XX/XX/XXXX. When I noticed the transactions, I notified Chase, which issued me a new debit card number and mailed me a new card. However, a final charge of {$190.00} was posted to the new debit card on XX/XX/XXXX, at which point I locked my account and again contacted Chase. They issued me a third debit card and mailed me a third new card. Each time I noticed a new unauthorized transaction, Chase issued me a temporary credit. 

However, on XX/XX/XXXX, I noticed that all of the temporary credits were reversed. I promptly visited Chase, and was told by the claims department that XXXX verified the purchases with Chase by providing the correct name and billing address, and that as far as Chase was concerned, I received the packages. I was then told I was responsible for the purchases, and that I was liable to prove that I did not receive the package. They then provided me with a partial tracking number. I asked how it makes sense that the purchase was verified with my address only, as it is not difficult to imagine that if the fraudster had access to my account deep enough to still use my card after being issued a new number, they would have access to my address. I did not receive a satisfactory explanation to this. It was upheld that I was responsible for proving I did not receive the package. At no point was I shown any documents, informed about any part whatsoever of the investigation with XXXX, provided any other information besides that it was authenticated with my billing address, and received nothing but a partial tracking number. 

I then attempted to obtain the address that the package was shipped to from USPS using the partial tracking number, and was informed that not only can USPS not find the shipment with the partial tracking number, they also can not legally disclose the address that the package was shipped to until I obtained the full tracking number and filed a report with the " Postal Inspector ''. I then contacted XXXX in order to obtain the tracking number. 

When I contacted XXXX, they told me they can not locate any of the transactions without the order number. I protested that I did not place the order, and therefore did not get any tracking or order number. They told me there is nothing they can do, and refused to look any further into the matter. In fact, I remember being asked directly by the customer service agent, " Well, how do you expect me to be able to help you? ". I then discovered the CFPB while looking into what more I can do, and called XXXX back. When I stated that I will file a report with the CFPB, they were then able to use the last four digits of both my debit cards that were compromised to locate every transaction made by the fraudster. I was then told that there was an " escalated '' report filed with the XXXX fraudulent purchases department, and that I will be contacted within a few business days in order to exchange further information. 

Currently, after having the temporary credits revoked today, XX/XX/XXXX, I am waiting to be contacted by the XXXX fraudulent claims department in order to obtain the full tracking number, in order to file a report with the " Postal Inspector '' that will prove to Chase that I did not receive the package. However, I believe that it is not fair that I have to prove that I did not receive the package, as I took the proper precautions by closing and freezing my accounts as soon as I was aware of each purchase, reporting each transaction to Chase, and cooperating with Chase each step of the way. I do not have a history of claims for fraudulent purchases, and have been a client of Chase for almost three years with no incident. There is no reason the entirety of the responsibility of investigating the whereabouts of the package should fall on me, and I believe that having the transaction verified by only my address is, to be frank, lazy. I do not feel that Chase has done their due diligence in investigating my claim, and I am very upset at the way that Chase has treated me during this episode, by refusing to give me any information about the investigation, not answering my questions regarding the verification process or the process to prove I did not make these purchases, and refusing to give me the full tracking number. I cooperated with them, and they have not cooperated with me. 

I would like noted that I attempted to attach monthly statements to this complaint, but I do not have any statements available to view for XXXX transactions yet by Chase.

Company response to consumer: Closed with monetary relief