Consumer complaint received 2019-09-18
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I received an email notification from Chase Fraud on XX/XX/2019 at XXXX asking if I used my card at XXXX XXXX for the amount of {$6400.00}. Simultaneously, I also received a text message at the same time asking the same thing. I did not respond until I received the same email/text notifications at XXXX. This time, I responded to the text message with " NO '' and clicked " NO '' on the email. I received an auto respond text message in response to my " NO '' saying that my card can not be used until Chase speaks to me. 

Additionally, there were other charges other than the {$6400.00} one for the amounts of {$10.00} and {$250.00} on the dates of XX/XX/2019 and XX/XX/2019 respectively. 

When I initially called Chase, they told me that they would look into this and that it appears that the large value purchase was made online. Subsequently, When I called to speak to Chase about these in another call, they said that they would refund the latter 2 charges but would not refund the amount of {$6400.00}. I told them that I had not purchased the items they listed in the order pertaining to that amount. I also had not received any items from this fraudulent purchase. I also mentioned that I had made a purchase for similar types of items for a different amount {$2700.00} on XX/XX/2019. 

I reviewed my credit card statements and noticed that the XXXX XXXX purchases that I've made in the past have a certain merchant ID associated with them ( XXXX XXXX XXXX  XXXX ) and that the fraudulent charges have a different merchant ID ( XXXX XXXX XXXX ). Upon doing a simple XXXX search, it came up that the fraudulent charges came from XXXX XXXX Illinois. For reference, my local XXXX XXXX that I frequent is located in XXXX XXXX, California. 

In another subsequent call to Chase, they had asked me if I had any supporting documents to support my claim. I initially told them I didn't have any supporting documents ( I didn't know what to provide them since I've never dealt with anything like this before ) and they decided to decline the fraud. I've since called them again to provide them with my purchase history, via email, for XXXX that shows that I have not purchased anything in the month of XXXX for any of the three values shown above ( {$6400.00}, {$10.00}, or {$250.00} ) as well as my member ID which, from what Chase told me, was different than the one pertaining to the fraudulent order. 

As my worries grew, I decided to give Chase another call. This time, I was conferenced in a call between Chase and a representative at XXXX. At this point XXXX went on to show that the items in the fraudulent order were delivered to an address unrecognizable to me and that a phone number was provided which I didn't recognize as well. The name on the order was the same as my name but there was an additional " a '' tacked on to the end of my first name. The XXXX representative also stated that the order, because of the way the first numbers of the order # were structured, showed that the purchase was made in store. At this point, with the information revealed through the three way conference call, Chase said that they have all the information they need for this investigation. 

I will attach the following two items I've previously sent to Chase upon request : 1 )  My purchase history from XX/XX/XXXX to XX/XX/2019 2 ) A receipt from a purchase on that purchase history XX/XX/2019 that shows my member ID ( since the purchase history doesn't show it ). Since the receipt has personal information in the form of my name, I will not attach them at this time. 

I'm submitting this complaint because they have previously denied my claim twice and I want to make sure action is taken. I'm worried that the integrity of my credit will be damaged and I don't want to be responsible for a charge that I never placed. Thank you for your time to read this complaint and any assistance you can offer.

Company response to consumer: Closed with monetary relief