Consumer complaint received 2021-06-28
Company: JPMORGAN CHASE & CO.
State: WA
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:
On XX/XX/XXXX, eleven ( 11 ) separate charges ranging from {$16.00} to {$19.00} were made on my Chase Amazon credit card, totalling {$200.00}, by a XXXX company using XXXX. I called Chase using their 800 fraud number on XX/XX/XXXX after noticing these charges while looking through my activity to pay the outstanding balance, and they reversed the charges, cancelled my existing card and sent me a new one. So far, so good ... but then they added the charges back on my XX/XX/XXXX statement. 

When I called them in late XXXX, they told me the vendor had verified the charges so they had decided the charges were valid as I supposedly " received benefits '' or something to that effect, and repeatedly asked me if anyone had ordered these items. I asked what items were they talking about and they mentioned various styles of shoes. The answer from me was an emphatic " No! '' No one but myself has access to my card. At my request they sent me physical copies of the receipts, which took a couple of weeks. I repeated my statement that these were fraudulent charges and I should not pay them, and I asked them why they would take a vendor 's word who had eleven ( 11 ) separate charges on my account, who I had never dealt with before, and who claimed I ordered things that I have never ordered in the almost two decades of holding this card ... and I also reminded him that I spent tens of thousands of dollars a year for those two decades and had NEVER disputed or challenged any charges on my card, so why would I do it now over {$200.00}? He asked me why I was doing this given the amount and I told him it was because while I always paid my bills ( I have a credit rating of over XXXX ) I was NOT going to pay for something I didn't order and that was fraudulently charged to me. 

I received the paper copies around XX/XX/XXXX. These copies were so small it was hard to read, but the orders looked to be numerous pairs of tennis shoes with various colors of glitter ... not sure exactly because as I said I couldn't read the orders well ( I had to use my cellphone camera to magnify the images so I could see them and I have 20/20 vision ). I called them back and repeated that I did not buy these items, I did not use the website, but I did tell them that I had ordered some camp stove parts from a XXXX-based website ( XXXX ) that evidently processed their payments through XXXX ... and that I had contacted the website/owner on XX/XX/XXXX when I became aware of these charges by looking at my activity on the Chase website in preparation to pay my balance, and advised him to check his site for security issues or unauthorized accesses because I had received these fraudulent charges the same day after ordering the {$12.00} stove part ... and I have the email to substantiate this contact. The person on the phone, a frontline customer service person, couldn't answer as to why these transactions were placed back on my account after they had initially been reversed. He either would not or could not let me talk to anyone involved in the decision ( " The fraud team is 'offline ' '' meaning I couldn't talk to them ). He asked me for any other supporting information, so I sent him a copy of the email I sent to the XXXX website owner with the early XXXX date. He told me they would reopen the case and re-evaluate things and let me know. 

I'm contacting you today because I was notified via email that they are closing this claim and requiring me to pay, ruling that I ordered and received these items, that I have to pay for them, and that they are reporting all of this to the various credit bureaus ( XXXX XXXX, etc. ). To say that I am beyond furious at Chase would be an understatement. 

No one in the fraud department at Chase has reached out to me beyond acknowledging they received a copy of my email to the XXXX vendor warning him about security issues after these fraudulent charges were placed. No one has bothered to look at my credit card account to see that I don't order these types of things, that I don't order from XXXX vendors ( exactly for these reasons! ), etc. I did not order these items, I did not buy from this vendor, and I did not receive anything. This is fraud, pure and simple ... and I can not believe that Chase is unwilling to put even a reasonable effort into investigating the issue. 

Yes, I could give up and pay these fraudulent charges that I do not owe ... but I am not going to. I'd rather spend {$10000.00} on a lawyer and sue Chase than do that, and that is my next step. I will cancel this credit card in the next couple of weeks if a direct letter to the CEO of Chase doesn't favorably resolve this situation, and then I will pursue legal action. I'm contacting you in the hopes that you can be more effective than I can in terms of actually talking to someone inside Chase and getting them to perform their due diligence.

Company response to consumer: Closed with explanation