Consumer complaint received 2021-04-25
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:
XX/XX/2020 My computer was hacked into and someone loaded teamviewer and with access to my e-mail ( XXXX  ), and some merchant sites with passwords saved using XXXX XXXX XXXXXXXX made unauthorized gift cards XXXX XXXX XXXX gift cards ). 

XXXX. They had access to my XXXX, XXXX and XXXX accounts. 
- All accounts had saved credit card info for payment. 
- XXXX had credit card & gift card balance. 
- XXXX had credit card, along with linked to my XXXX account. 

XXXX. They purchased XXXX XXXX e-gift cards without my authorization which e-mailed to my XXXXXXXX XXXX account then after accessing the e-mail and acquire the e-gift cards info, they permanently deleted the e-mail. 

XXXX. XXXX and XXXX both had the same credit card XXXX XXXX XXXX XXXX XXXX info saved, which I am having issue with with the dispute on the XXXX transactions made using the credit card through XXXX. But Chase took off the charge on the transaction made through XXXX. 

Here is what happened. 
XXXX. XXXX : The hacker was not able to use the credit card on my XXXX account to purchase XXXX Play e-gift card, probably because XXXX required addition information to verify the purchase, but the hacker managed to use {$190.00} of the {$190.00} XXXX gift balance and made a {$190.00} XXXX XXXX XXXX card, then the hacker " archived '' the transaction right away, to hide it from me as long as possible, which I didn't notice until a few days later when my XXXX gift balance was only {$5.00} left. 

XXXX. XXXX : The hacker made XXXX transactions of {$200.00} each ( limit per transaction XXXX through XXXX. First transaction was through the credit card XXXX XXXX ending XXXX XXXX and XXXX e-mailed the e-gift card info to my e-mail account which they had access to and they took that. Then they made another {$200.00} transaction paying with my XXXX account, which is linked to my XXXX account, but somehow XXXX cancelled the transaction. Still my XXXX account is linked to my XXXX XXXX checking account with limited balance and enough to cover the {$200.00}, which then XXXX XXXX dinged me for overdraft charge ( I called XXXX XXXX told them about the fraud charge and XXXX XXXX reversed the overdraft charge when XXXX returned the fund to XXXX, which then refunded back to XXXX XXXX XXXX. The XXXX transaction was made using the same credit card XXXX XXXX ending XXXX XXXX and again XXXX rejected and cancelled the charge. 
- I called XXXX XXXXXXXX XXXX the following day when I noticed the transaction and Chase took care of the charge. 

XXXX. XXXX : The hacker made XXXX transactions of {$400.00} each on e-gift cards for XXXX XXXX using the credit card ( XXXX ending XXXX ). And all went through with the hacker made off with {$1600.00} from XXXX and deleted the e-mail after they retrieved the e-gift cards information. I reported this to XXXX XXXX XXXX the following day and Chase took it off my account and started the investigation. A few months later, they claimed that the transactions were valid and placed the transactions back to my credit card statement. I have called them a couple times after that and even filed a police report since they did asked for XXXX. But Chase still claimed that the transactions are valid, even when I didn't make or authorized the transactions. 

What do I do now? If I can find an attorney to handle this, will the fee and such be paid for by the credit card company? The transactions were fraudulent but the Chase kept on insisting that the transaction are valid. 

There is log on XXXX  that shown the time and the XXXX XXXX  that was used to login to my computer. At the same time, I think I can request XXXX to resend the e-mails with the e-gift cards and someone can track the XXXX XXXX e-gift cards. Note : I have never purchased anything through XXXX XXXX, nor have I ever purchased XXXX XXXX gift card in any form.

Company response to consumer: Closed with non-monetary relief