Consumer complaint received 2018-01-03
Company: JPMORGAN CHASE & CO.
State: CA
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:
My name is XXXX, and I have been a loyal CHASE credit card customer for almost 20 years. A brutal representative in their fraud department named XXXX XXXX department called me on XX/XX/XXXX telling me she has concluded her " investigation '' and is going to be reverse billing me {$10000.00} on my credit account for computer items received, that I did not purchase. The details are outlined below. 

-XX/XX/XXXX : Two months prior to this, I received a package at my door for which I needed to sign. Thinking it was wine or something I ordered on XXXX, I signed. Later I opened the package to find high end computer stuff I did not order. I re-checked the mailing address, and sure enough it was addressed to me at my address. 

- I figured I 'd been hacked and checked my Chase credit account. I see a charge for almost {$10000.00}! I had just paid down my card, so the hacker got lucky. I was very surprised Chase let this huge charge for computer equipment go through with no flag, for items which I NEVER buy. I 've had {$5.00} XXXX charges and clothing sales flagged by CHASE, which are most of my purchases. 

-CHASE Customer service ( XX/XX/XXXX ) : I immediately called Chase customer service and tell the representative that I received and signed for the equipment no knowing what it was. If I had not received it, the fraud may have gone unnoticed for a bit since I had not made any recent purchases. We discussed how the hacker was not too bright as he forgot to change my delivery address to his address. We also discussed the fact that I have no idea what a " motherboard '' is or how to use a " compute and graphics '' card that I received. She assures me charges will be reversed and passes me on to a fraud specialist. She does not instruct me what to do with these items. 

-CHASE Fraud specialist ( XX/XX/XXXX ) : I am passed to her and reiterate my story, and she confirms the charges will be reversed. She does not instruct me what to do with these items. I ask her " So now what do I do with this stuff? '' I am told by her " you can keep it ''. In no uncertain terms. I do not question it, as I believe this is Chases policy to write off the loss, as it was their error. I assume the issue has been resolved. I assumed CHASE does not make the customer assume full liability of returning to a person/company they never ordered from. 
**Again I would like to note : I was given NO instructions from either representative about what to do with the items. It was after I PROACTIVELY ASKED this question, I was told to KEEP IT. Here is the crux of the story. And please keep in mind their calls are recorded. 

-XX/XX/XXXX & XX/XX/XXXX : I 'm sure you wonder what happened to the items. Well after being told BY CHASE these items were mine to keep, and given the fact I have no personal use for them, I posted on XXXX asking if anyone was interested ( I forwarded Chase Executive Office this information as well ). After no luck, I try to sell on XXXX to benefit XXXX XXXX XXXX XXXX, which did not sell. I sell the other item but a week later, but a fraudulent buyer claimed item was " defective '' with XXXX picture and XXXX just gave it away to him for free ( I have documentation for all of this, as well as a XXXX post where I recapped the story in real time ). In process, I lost XXXX out of pocket in shipping costs as well. I reposted the other item on XX/XX/XXXX which sold at less than half the cost, minus XXXX seller fees, XXXX shipping. I then donated 20 % of this to the XXXX XXXX XXXX XXXX ( that donation is reflected in my XX/XX/XXXX credit statement ), as I  always planned to use proceeds toward charity. 

-XX/XX/XXXX : Fast forward 2 months after l first received the items and called CHASE about it. XXXX XXXX from fraud investigations department calls out of the blue and tells me she is taking over the case from a previous rep. She threatens me that " Someone needs to pay for this! '' and tells me she " found out '' in her investigation that I signed for these items. This is not new news or a gotcha moment as XXXX believes, because I TOLD Chase that when I called them two months ago. " You signed for it - you are responsible! '' is what I am told. She said the $ XXXX in charges will now be reversed back to my account. 

I told XXXX that CHASE does have a recording of the conversation on XX/XX/XXXX. She replies, " There are no notes in the file and I do n't know who you spoke with. It probably was n't one of us ''. Us who? I called CHASE. Clearly she never checked the recording and did not care to investigate further with who I spoke with. XXXX had a quota to make for the end of the year and wanted a closed case with CHASE admitting no fault or liability. If XXXX were truly ethical and doing an actual INVESTIGATION instead of a witch hunt, she could have pulled this phone call recording, spoken with the reps I talked to that day and confirmed what I said. Instead she insinuated that a decent, hard working 20 year customer was a the liar, fraud, and thief. 

I asked CHASE what to do and they instructed me. CHASE IS TAKING NO ACCOUNTABILITY HERE. Easier to fault the little guy and have them pay for your mistakes, I presume. Instead of addressing the fact you have representatives who put customers at severe financial jeopardy by providing misinformation, you will hold the customer liable. EVIL CORPORATION. 

- XX/XX/XXXX : Just received XXXX 's XXXX letter in the mail, closing her " investigation '' and it states that she is closing it because I confirmed the charges were legitimate. THIS IS COMPLETELY FALSE INFORMATION SHE HAS PROVIDED ON AN OFFICIAL CHASE DOCUMENT. Here I am at maximum credit card balance with the holidays, and TERRIFIED that XXXX was just added to my account that I do not have, and my good credit is now being ruined by this power hungry brute who gets her marching orders from an evil corporation with no conscience. 

But I have a clear conscience. I communicated with CHASE all along the way, told the truth and did as THEY instructed me. I have nothing to hide. I do what is right. I clearly was misled and assumed that I could trust CHASE, trust what I was being told, and that this case was closed long ago on XX/XX/XXXX. 

For them to now blindside me 2 FULL MONTHS LATER and do a COMPLETE REVERSAL OF ORIGINAL DIRECTION is unethical, rotten, disgusting, and an abuse of power. I could not change the circumstances now if I wanted to, as I long since have gotten rid of these items, can not get them back, received only a fraction of their value at best. Truly they have been nothing but a curse and I would have much preferred for CHASE to take responsibility and get them shipped back from me. As a solid customer of 20 years, I am being treated like a thief and fraud, rather than Chase owning their responsibility in this. 

This is now putting me in impossible financial hardship. I am beyond words on this and have no one to turn to. Frustrated, shocked, angry, terrified.

Company response to consumer: Closed with monetary relief