Consumer complaint received 2023-02-28
Company: JPMORGAN CHASE & CO.
State: PA
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, my Chase business card had fraudulent payments made on it in the amounts of : {$9300.00} and {$4800.00}. Both of these amounts were refunded by Chase to whoever made the payments. On XX/XX/XXXX, Chase then refunded again {$4800.00} to the scammer as a credit balance refund. On XX/XX/XXXX, the scammer made payments of {$13000.00} and {$3000.00}, both of which were returned. 

I received a letter in the mail shortly thereafter informing me that my auto-payments of {$94.00} did not go through and I was being assessed a late fee of {$40.00}. 
Upon checking my credit account my balance went from {$9300.00} to {$14000.00}. I discovered the fraudulent payments and returns and contacted Chase by phone immediately. 
After being on hold for upward of XXXX minutes and tossed between different departments, the chase representative told me that this is a new scam and that the investigation will go to the fraud department and they will fix my balance removing the {$4800.00} and that it may take several weeks. Also to change all of my passwords and set up a verbal code when calling in to chase. The scammer changed the phone and email on my account to their own so they could receive correspondence. Chase fixed both the email and phone number while I was on the call with them, A few weeks later I checked back again because my balance did not change except for the minimum auto-payments I was making. Again, Chase put me through several different departments and told me that fraud would take care of it and I would be receiving a letter in the mail. 

I called back at the end of XXXX and was told the same-fraud dept would take care of it, I will be getting my balance back to normal in XXXX business days. 

At the end of XXXX after checking and still no resolution to my account, I called again. This time the representative told me that I would be receiving a check in the mail for the amount of {$4800.00}. Once received I can deposit it and pay off the fraudulent activity on the card. He also said that this should not have happened in the first place, that Chase should have flagged the fraudulent payments from the beginning. 
XXXX weeks later I received a letter stating that an electronic transfer of {$4800.00} was sent to a bank account not belonging to me, XXXX that belongs to the scammer that started this whole mess. 
I called Chase and they assured me everything was ok and that they were going to escalate it to a supervisor with fraud recovery, to hold off on calling because they will be sending a letter with their findings and to take care of the additional balance on my card. 
I never received any letter. 
Today XX/XX/XXXX I called Chase again and they told me that they are sending my case to the fraud department to investigate. 

Please help! I don't know what to do, I feel like I can not get this resolved. 

Thank you

Company response to consumer: Closed with monetary relief