Consumer complaint received 2021-05-10
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:
The issue is that my personal information ( name, address, credit card information ) were stolen and a fraudulent Amazon account was set up using my information to make hundreds of purchases ( approximately XXXX purchases, totaling close to {$8000.00} ). There were several fraudulent charges made to my credit card between the dates of XX/XX/XXXX - XX/XX/XXXX under this false account that I am not connected to. In XXXX, I started receiving packages from Amazon addressed to me in XXXX XXXX ( where I was living at that time ), that I did not order, but were being purchased with my stolen information. Note : I also contacted Amazon directly on XX/XX/XXXX to inform them of these packages that were being sent to me and was told to " keep, donate, or discard '' the items. At this time I did not know I was being charged for these items as I had not yet received my credit card statement with these charges. I continued to receive items despite requesting that they stop. I called Amazon again on XX/XX/XXXX to request again that the items stop and I was told that it would take up to 30 days for the items to stop arriving. I also requested that my information be deleted from this account because I no longer wanted to receive any items from this account, but was told that since it was not my account, I was not authorized to do so. 

I moved at the end of XXXX, and had placed a forward on my mail through USPS that began on XX/XX/XXXX. Despite contacting Amazon to stop the packages, I continued to receive them ( some were forwarded to my new address, and others were left at the doorstep of my former address ). I refused the packages that were forwarded to my new address ; however I was not able to refuse packages left at my former address in XXXX XXXX as I had moved. One example is tracking number XXXX that I refused on XX/XX/XXXX for the amount of {$320.00} ( which, by the way, Amazon did not credit me for ). In my XXXX Statement, I noticed the enormous amounts of purchases, that I did not make. I reported the fraudulent charges to Chase, in XX/XX/XXXX after receiving and reviewing that months statement. Chase cancelled my card. Initially Chase removed these charges, but re-billed me in XXXX stating that they determined these purchases were made by me because they had my name and address and goods were sent to that address. I have tried for the past 11 months to get this resolved with Chase. I have written to Chase requesting clarification of what they need in order to determine that these were fraudulent charges, as well as details of their investigations. I have not received any explanation of their investigation, nor have I received any response indicating what they need from me. I sent them an identity theft report on XX/XX/XXXX via certified mail. I also sent this via their secure messages portal. In XXXX, XXXX, I also sent them the e-mail confirmation from USPS that showed the change of address that took effect on XX/XX/XXXX. I have been unable to resolve this with Chase despite sending several e-mails, secure messages, and making multiple phone calls. Their policies indicate that they do not hold their customers liable for fraudulent charges, but they are not abiding by that in this case.

Company response to consumer: Closed with explanation