Consumer complaint received 2020-09-11
Company: JPMORGAN CHASE & CO.
State: NY
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/XXXX I noticed a XXXX dollar charge on my Chase freedom credit card that was listed as " XXXX. '' Within less than an hour of the charge hitting my account, I reached out to both XXXX and Chase to report the charge as fraudulent. My Groupon it listed it as a XXXX for a XXXX XXXX XXXX XXXX XXXX  '' that I did not purchase. 

XXXX immediately offered me a refund option including a full refund back to my card ( screenshots attached ) but when I reached out to Chase they had already removed the charge and canceled the card at my request, so I believed the matter was handled, and told XXXX we were all set. At that point in the time the XXXX was listed as refunded in my app ( screenshot attached ). I removed my card from the XXXX app so no more fraudulent purchases could be made and changed my password. 

A month later, on XX/XX/XXXX, I noticed the charge had been reinstated on my chase account for XXXX from Groupon ( still listed as XX/XX/XXXX XXXX. I immediately called Chase and requested it be removed. I spoke to a woman named XXXX, and sent her a lot of supporting documentation ( all attached ) that I had originally ( within an hour of the charge ) reported the charge as fraudulent, and that XXXX had offered a refund but since Chase had already removed the fraudulent charge and canceled my card I thought we were all set. 

For almost a month after this I have been given the runaround by Chase. 
I have made over XXXX calls to their fraud center XXXX XXXX : XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) and have submitted all the supporting documentation submitted to this complaint ( screenshots all attached ). The Chase fraud team has been dismissive and has been unresponsive for weeks at a time at times, not making a good faith effort to reach out to me with updates. 

Whenever I reach back out to XXXX, they tell me to work with Chase to resolve. But Chase has told me that XXXX has submitted documentation to " prove '' the purchase was made by me, but despite me asking has not shared the information with me. Chase is therefore saying I should work with XXXX to get a refund, not Chase. XXXX claims the account was accessed by an android phone ( I do not own an android phone ). I have also not used the XXXX ( because I didn't purchase it ) and now XXXX has XXXX my account so I can not even access the account to request another refund directly in app. Whenever I reach out to XXXX ( they do not have a phone number ) I get a different agent, and have to start all over again. 

As you'll see from the documentation, XXXX had originally offered me a refund, so based on this offer of an initial refund, and the fact that this was an unauthorized use of my account ( even if Chase doesn't believe me that the charge was fraudulent ), I would like the XXXX dollar charge immediately removed from my credit card. 

Additional evidence : I have never purchased a XXXX  ( or any spa treatment ) that was that expensive, which Chase can tell from my consumer behavior on their app. I also immediately requested a new credit card and reached out to both institutions to get this remedied ( within an hour of the charge ).

Company response to consumer: Closed with explanation