Consumer complaint received 2023-10-17
Company: JPMORGAN CHASE & CO.
State: VT
Product: Credit 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 XXXX, XX/XX/2023 I received an e-mail from Chase asking if a purchase for {$8900.00} was made, by me, for a purchase from a merchant listed as XXXX XXXX XXXX XXXX. I responded by selecting the link " No, something's wrong. '' Upon reviewing my credit card statement that day, I found additional unauthorized charges for a second vendor ( XXXX XXXX, or similar ) .I spoke with Chase XXXX my credit card was closed, and the charges were removed. 

Approximately 1 month later, the charge of {$8900.00} was re-charged to my replacement credit card with Chase. It is worth noting that the other unauthorized charges have been identified as fraudulent, which shows that Chase agrees that my card was compromised. 

On XX/XX/2023, I started an independent investigation into the charge which continues to this day. On this day, I was told by a representative from Chase XXXX XXXX XXXX XXXX that the purchase was for XXXX bottles of XXXX the XXXX cognac and that the billing address matched my billing address. The Chase XXXX Department representative stated that I would need to provide " documentation '' to show that I did not make the purchase. They suggested I reach out to the vendor, XXXX XXXX XXXX. 

I began researching the company who sold the liquor and contacted them to obtain a tracking number. I was never able to get ahold of anyone at XXXX XXXX XXXX, despite several e-mails and phone calls to the contact info listed on their website. To this day, I have never received a reply phone call or e-mail. 

Also on XX/XX/2023, I reported the unauthorized pruchase to my local police department and a case was opened. A case number was provided to me which I relayed to a representative at Chase XXXX XXXX. 

Later that week, I spoke to a supervisor with the Chase XXXX XXXX team. XXXX describing the case, the supervisor laughed. She said that she " found something new '' and would re-open the investigation. Several days later, I recveived notification that I was repsonsible for the charge. 

On or around XX/XX/2023, I spoke with a supervisor in with the Chase XXXX XXXX team who indicated that the liquor was delivered to a XXXX store in XXXX, VT, which is near my home address. I was provided the XXXX tracking number and verified that the item was picked up on XX/XX/2023. The Chase XXXX XXXX stated that ID was provided at the item was picked up ( this was later found to be untrue when teh polic reviewed video of the transaction ). Also, the supervisor stated that the e-mail address used for the purchase was " one letter different '' than my actual e-mail address, but he did not share what the e-mail address was. I never received an e-mail form XXXX XXXX XXXX about the purchase. 

On XX/XX/2023, I contacted the police again and shared the tracking number and the time the package was picked up at XXXX. 

The police obtained surveillance video form XXXX showing that I did not pick up the shipment. 

On XX/XX/2023, I called chase and provided them contact information for a sergeant at the police department who was investigating the case by Chase failed to get in touch with the investigating XXXX. 

On XX/XX/2023, I went to the police department and sat down with the investigating detective to call Chase together. We called the XXXX XXXX department. The representative tried to connect us with the " right person '' to talk to, but the person was not available. The representative instructed us to send the police report to a fraud recovery e-mail address. The representative also stated that it woudl take XXXX business days to review the case. The report was sent by the detective and we received confirmation of its receipt. The report includes a still of the surveillance video that is clearly not me. Further, the police stated that the person never provided ID. 

On XX/XX/2023, I followed up with Chase and was told that the case was under investigation. I was told they woudl clall me back and shared that I was avialabel all day on Thursday and Friday to resolve the matter. 

On XX/XX/2023, I was able to speak again to a supervisor of the CHase XXXX XXXX XXXX. This person said that the police report was missing an appropriate cover page and requested that a new police report be provided. I contacted the police and they said that a new report would be sent in the afternoon. 

I am awaiting the outcome, but I have very limited hope or energy left that this will be resolved. My complaint can be summarized in three parts : ( 1 ) Upon receiving the initial e-mail asking about the charge, I made Chase aware that it was fraudulent ; ( 2 ) Chase has accepted that otehr charges at this time were fraudulent, but continues to pressure me about a {$9000.00} purchase for two bottles of liqour -- it woudl be hard to invent a more absurd example of credit card fraud ; ( 3 ) The representatives at Chase 's Fraud Recovery are exceptional at dodging and ensuring that I do not speak with anyone who has information to share about the case. There is no way to move from speaking with a Chase Recovery representative to supervisor and each time I speak to someone new who knows nothing about the case. I have found a back channel to get ahold of a supervisor, but it requires speaking with several Chase representatives and long wait times ( 30 minutes, minimum ) ; ( 4 ) An e-mail address with " one letter different '' is still a different e-mail address that was clearly created by the person committing the crime ; ( 5 ) The police have verified that I did not pick up the packages.

I paid the charge after my credit score already dropped over XXXX pts for carrying a high balance and did not want to deal with late fees, etc, associated with this charge. I await justice and reimbursement and stand completely baffled by Chase 's handling of this entire process.

Company response to consumer: Closed with monetary relief