Consumer complaint received 2023-07-11
Company: JPMORGAN CHASE & CO.
State: NV
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 XXXX we filled a claim with the Chase Claims Department regarding a purchase my company made where we were victims of fraud. 

We attempted to purchase a XXXX XXXX XXXX XXXX from a website called XXXX  on XXXX for {$290.00}. XXXX XXXX accepted our money and sent us a correspondence the following day XXXX through the XXXX XXXX  with a tracking number from XXXX ( XXXX ). 

On XXXX we received another correspondence from XXXXXXXX XXXX and the XXXXXXXX XXXX that allegedly our package had arrived to my address and that XXXX had confirmed this. To my surprise there was no package at my address. I looked up my tracking number through XXXX and it also said my package was delivered. The zip code it says it was delivered to was XXXX, my zip code is XXXX. I clicked on the proof of delivery picture and it was six huge boxes in front of a garage door that said live plants on the boxes. The package had also come from Maryland when XXXX XXXX claims they are based from XXXX XXXX  XXXX. The XXXXXXXX XXXX said the package associated with that tracking number was being delivered to my address they had on file. When I contacted XXXX, they said the company that sent that package was XXXX XXXX from XXXX, MD and they sent that package to someone in the XXXX zip code. XXXX also stated my name, address, and company name were not associated with that tracking number provided by XXXX XXXX  or the XXXX XXXX. I attempted to email their customer support and noticed that their email for their company name was spelled incorrectly. Their email was XXXX '' Instead of XXXX. There was also no customer support phone number to call. I wrote a correspondence via email to them letting them know the issue with no response from their company. I also attempted to contact them through the XXXX XXXX with no luck or response from XXXX XXXX. I then looked at my Chase Business Checking Account and realized that I was charged by a company named XXXX XXXX XXXX for {$290.00} and not XXXX XXXX from XXXX XXXX XXXX, New York like what was stated on their website. This is when I realized that we had been scammed. I then contacted the Chase Claims Department on XXXX and provided the Chase Claims Department with this information to file a claim. 

I then received a correspondence from the Chase Claims Department on XXXX stating Dear XXXX XXXX XXXX XXXX  We completed our research for the transaction ( s ) you reported on XX/XX/2023. Here 's what you should know. We found that the transaction ( s ) was processed according to the information you provided or was authorized. As a result, we are removing {$290.00} from your account on or after XX/XX/2023. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ). Contact us if you would like to request the information we used for our research.

I called the Chase Claims Department and spoke with a representative named XXXX on XXXX. XXXX could not provide me with any information that Chase Claims Department used for their research. He told me I needed to fax the Chase Claims Department with evidence that I was defrauded. 

On XXXX I went to my local chase branch and explained my issue to my business representative there. She helped me get in contact with a representative from Chase Claims Department and we faxed all of the evidence to Chase to prove I was defrauded. 

On XXXX I received another correspondence from the Chase Claims Department stating the exact same thing I had received on XXXX Dear XXXX XXXX XXXX : We completed our research for the transaction ( s ) you reported on XX/XX/2023. Here 's what you should know. We found that the transaction ( s ) was processed according to the information you provided or was authorized. As a result, we are removing {$290.00} from your account on or after XX/XX/2023. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ). Contact us if you would like to request the information we used for our research. 

On XXXX I reached out to the Chase Claims department to find out why my claim was not ruled in my favor and to see what evidence that XXXX XXXX had provided. The representative told me that Chase and XXXX were able to get into touch with merchant and that the merchant had " significant '' evidence against me such as tracking numbers and proof of delivery. When I asked Chase to provide me this information they refused my request. When I asked them to actually look at my evidence, they informed me that my case was closed by XXXX and Chase and that they will not look at any evidence I provided or reopen my case. I was then told to contact the merchant to resolve this issue. I informed them that the merchant has not responded to any of my correspondence to them and that their website was deactivated, they were removed from the " XXXX '' XXXX and that they never had a phone number to provide in the first place. I then asked the Chase representative to provide me with the information they used to contact the merchant to which they refused my request. I then asked to speak to a supervisor at Chase who also would not help me and refused my requests. The supervisor also informed me I could not reopen my case and that " there was nothing I could do about it. '' I then attempted to contact XXXX who just forwarded me back to the Chase Claims Department. I then called my Chase Local Branch in XXXX at XXXX and informed the Branch Manager of the issue I was having and to see if they could intervene since their Business representative had seen my evidence and had agreed with me that my company was a victim of fraud. The Branch Manager informed me there was nothing that her branch would do to help me and that if the Chase Claims Department said that my case was closed that there was nothing I could do but call the merchant to resolve this issue or discontinue my business with Chase Bank. 

On XXXX I filed a Police Report with the XXXX Police Department because my company, Chase, and XXXX were all defrauded by " XXXX XXXX  '' I have attached the police report to this complaint.

Company response to consumer: Closed with explanation