Consumer complaint received 2019-07-29
Company: JPMORGAN CHASE & CO.
State: IL
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:
I have tried calling the fraud investigator at XXXX extension XXXX on XX/XX/2019. I called also every day since then and this employees mailbox is full. I can not leave a message and I am prompted to call customer service. 
When I called customer service I was on hold for 30 minutes to be transferred to the fraud department. The employee in the fraud department informed me that chase would not do anything to help me get my money back. He informed me to contact customer service for XXXX  XXXX to get my money back. He is so misinformed that when I have tried contact XXXX  XXXX and they do not respond. For instance, when I email the financial department I do not get a response. They also have a D-rating with the XXXX XXXX XXXX   and are not responding to complaints. XXXX : XXXX What bothers me is the arrogance that this employee in the fraud department was talking. He was not listening to me and at the end of our conversation instead of continuing to listen to me he transferred me to another department while I was still talking to him. This is so unprofessional. 
He also made more mistakes the merchandise was returned to XXXX   XXXX. The merchandise was returned to XXXX XXXX and the tracking number is XXXX. XXXX XXXX   informed me that I was going to be refunded on XXXX for this charge and they have not done this. I was promised a refund and they then took it back Since chase is a large bank I would hope that they would be able to hire people that are competent and can do their job. This clearly has not been the case. 
I am not okay with this because I have returned the merchandise to XXXX  XXXX  and they are charging me, Chase has done nothing to help me with this problem. Instead they have been more receptive to XXXX  XXXX. To date I still have not heard back from chase regarding this matter. I have been only informed to call the fraud department. 
I just want to say that I am your customer XXXX XXXX is not. I think my bank would have the decency to call me and I would be able to reach the fraud investigator conducting the investigation. I will not be renewing this card and paying the annual fee. I am paying my annual fees and I am using your card with merchants which are also earning you money. Chase should be working for me to get my money bank not only responding to XXXX XXXX. This investigation and professionalism by Chase has been so egregious. To have such arrogant and incompetent employees has been frustrating and confusing. I think its important for a customer to have access to the person conducting the investigation. I would hope they do not put others customer through this and are more professional. 

What also has rubbed me the wrong was is why chase is not asking me to fill out an affidavit or provide them with a police report. If they are not sure if the charge is not valid they should have asked for this information. Lying on a police report is a class A misdemeanor. You should have asked for a police report before making a decision. The importance of doing that is discussed here https : XXXX What also worries me is I did not physically make that purchase and it was just charged to my credit card. I don't know how my bank can be okay with a charge being applied to my credit card when I did not make a purchase for that charge. So Chase is expecting me to pay {$120.00} dollars for no merchandise which is unacceptable. This is why I am mad they are forcing me to pay for an item that I never bought and there is an unauthorized charge. 
The last thing is I do not live at XXXX XXXX XXXX anymore. I have called you guys to inform you of this and updated my credit card address. This order was recharged to an address of XXXX XXXX XXXX not XXXX XXXX XXXX. I live on XXXX XXXX XXXX and the person in the fraud department was saying that this was the address that was charged to XXXX XXXX XXXX which is a previous address. When I opened the account the XXXX XXXX XXXX  address is there because that is what the business address is registered to. 
If this is also believed not to be a fraud case then chase should be making an effort to dispute this charge. Please refund me my money

Company response to consumer: Closed with explanation