Consumer complaint received 2023-04-13
Company: JPMORGAN CHASE & CO.
State: FL
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 am writing to report JPMorgan Chase Bank for refusing to provide benefits clearly stated in their product agreement, and for failing to protect their customer ( myself ) against unauthorized and fraudulent credit card charges. On XX/XX/2023 I filed a dispute with JPMorgan Chase Bank for an unauthorized charge on my Chase Amazon Visa Signature credit card from vendor XXXX XXXX  XXXX in the amount of {$680.00}. I was informed by JPMorgan Chase Bank that the fraudulent transaction was performed on XX/XX/2023 in store at a XXXX location. They also advised me of another charge that was attempted in the sum of {$630.00} on the same day which they declined as they suspected fraud. JPMorgan Chase Bank promptly canceled my Chase credit card, mailed me a replacement card, and started an investigation on the matter. A temporary credit for this amount was placed on my account. No further communication was received from JPMorgan Chase Bank. On XX/XX/2023 I checked my credit card statement and saw that the fraudulent charge had been put back onto my account. I immediately called JPMorgan Chase Bank to find out why this charge had been put back on and was advised that they had decided that it wasnt a fraudulent charge. They advised me that they had obtained a receipt for the transaction from XXXX and had decided that they were legitimate charges. I asked them what the charges were for and they advised me that there was some bedding and sheets, a frame and then a visa debit card load of {$470.00} and a gift card for XXXX XXXX House for {$50.00}. I assured them that I had not made these purchases and expressed my concern and disappointment that they had come to this conclusion without even speaking to me to discuss the matter or informing me of their decision. They agreed to reopen the case and advised me that someone would contact me within 4 business days. After the phone call I did some internet searching as this has never happened to be before and I had no idea what to do. I read that I needed to file a police report, which I did immediately and then called JPMorgan Chase back and provided them with the case number, I also emailed the case number to them and asked them to reach out to me if they needed any more information. On XX/XX/2023 I received a call from JPMorgan Chase Fraud department, the lady advised me that the transaction was an online or phone transaction as the credit card number had been keyed in and that she needed me to stay on the phone while she contacted XXXX so that they could give me the address that the order was sent to. I agreed and waited for the call to be connected with XXXX, once connected and while the lady from the fraud department was listening I spoke to the XXXX representative and gave them the details that I had regarding the transaction. They lady advised that she couldnt find any record of this transaction for an online purchase on that date. She gave us another number to contact for the billing department that may be able to assist further, she said that she would have put us through but the wait could be hours. The lady from the Fraud department asked me to contact them, I am assuming that she didnt want to wait on hold for hours and let her know the address once I have it. I advised her that I would be happier if she was present during the call and asked her to contact them and to call me once connected and I would request the information. I told her that I would make sure I was available all day to take her call. As I had not heard anything by the end of the day, I ended up calling the number myself, I got through within a couple of minutes. The lady from the billing department looked up the transaction and advised me that it was not an online transaction, it was in fact an instore transaction. She gave me the location of the store so that I could contact them to find out more information. I then contacted the store where the transaction had taken place and obtained a receipt of the purchase. I am not sure why the lady from the fraud department had not known that it was an instore transaction but I can only assume that she had not looked at the case thoroughly as I had previously been told when filing the initial claim that it was an instore transaction. I have still not received a call back from the fraud department, I have no way to contact them directly and I am concerned that my case is not being delt with in a satisfactory manner and now have little faith that a full and through investigation will take place. I am extremely upset by this whole incident, I have never had credit card fraud happen to me and the first time that it has, I have had JPMorgan Chase tell me that the charge was not fraudulent. I know what purchases I have made and I know for a fact that I did not authorize this charge. I have had my card in my possession the whole time so have no idea how it could have been used. I use this credit card very little and generally for smaller purchases. I have never loaded a debit card for hundreds of dollars and am shocked that this in itself didnt raise concerns both from XXXX and also JPMorgan Chases fraud department that this could possibly be a fraudulent transaction. In addition to this JPMorgan Chase had at almost the same time declined another transaction for {$630.00} as they suspected fraud. How they can now say that the charge was not fraudulent is beyond me, they have provided me with no explanation of their reasons, had no communication with me prior to making their decision. If they look at all my previous transactions over the last year they can see that I only use this card for smaller transactions, nearly all under {$200.00}. I use this card mainly for my hobby business purchases and there is only one company that I regularly order from where a charge is over {$200.00}. JPMorgan Chase Bank proudly advertises their zero Liability Protection stating on their website and in their cardholder agreement that zero Liability Protection means you wont be held responsible for unauthorized charges made with your card or account information. Despite this clear statement on their website and the cardholder agreement, JPMorgan Chase Bank failed/refused to protect me against an obvious credit card fraud. This is some of the most upsetting, unprofessional and disrespectful behavior I have ever experienced. One of the reasons that I have a credit card with a large back like Chase is for the extra protection and peace of mind which comes with these cards. My request is for the charge of {$680.00} to be removed from my credit card account and for JPMorgan Chase to stand by their promise of zero Liability Protection for unauthorized charges.

Company response to consumer: Closed with explanation