Consumer complaint received 2021-01-02
Company: JPMORGAN CHASE & CO.
State: FL
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:
On XX/XX/XXXX, someone used my credit card information to purchase 2 large purchase items. One in the amount of {$870.00} from XXXX XXXX and the second in the amount of XXXX from XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I was checking my Chase Credit card accounts ( I have 3 of them ) when I noticed that these charges were on one of my accounts I immediately called the Fraud telephone number for Chase and reported it to them. They immediately took them off the card and advised that they would be sending the case to be investigated. Since I had not purchased either of these items, I did not have any doubt that was the end of it. Around the same time ( I think a day or 2 later ) a representative from XXXX XXXX called me to verify that I had indeed made this purchase from them. I told him that I had not and he immediately stopped it from being sent and sent credit back to my Chase credit card. I was never told by Chase to contact either of the companies involved. The only thing that they said that I should do was to put a credit freeze with all 3 credit bureaus which Immediately did after the phone call. I never heard from anyone until I received a letter from Chase advising me that I was not responsible for the item from XXXX XXXX but that I was responsible for the one from XXXX XXXX XXXX XXXX since I received benefit from the transaction. I called and spoke with a rep at Chase and they gave me the information of what was purchased, the reference #, po #, and inv # along with the XXXX XXXX tracking number. The representative, XXXX, told me that it was delivered to my home address and that I signed for it. I went to the XXXX website and looked up that tracking number and from that, I found that it was actually delivered to a different address. I called XXXX XXXX XXXX XXXX and spoke with XXXX and asked her to have a copy of that delivery form showing where it was delivered and the signature. After 3 days, I did not receive it and I called back and spoke with XXXX. She said that it would be ordered again but could not tell me when it would be sent to my email address, they were just too busy to be able to tell me how long it would take. I received a phone call from someone at Chase on XX/XX/XXXX but I was in my car and advised them that I could not talk at the time and could they call back in about 2 hours. I never received a callback. I then sent an email on XX/XX/XXXX advising that I had not heard from them. I received a call from Ms. XXXX the next day ( XX/XX/XXXX ) and she said that it was still under review and that they will call me soon with the result but that she felt that it would be taken off. As of today, XX/XX/XXXX I have not heard from anyone and the amount of {$810.00} is still on my account. I never ordered anything and I never received anything. I feel that they did not investigate this because had they just done the little thing I did ( check the tracking number for the delivery ) they should have had a different result.

Company response to consumer: Closed with explanation