Consumer complaint received 2020-01-20
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I submitted an order to what would turn out to be a fake website, XXXX. The order was for deeply discounted XXXX boots and the total was {$230.00}. As shown in the attached picture, this transaction was declined. However, at the exact same moment, a transaction for {$130.00} from a business called XXXX was submitted to my account. This transaction triggered Chases fraud alert, and I immediately received a text and email for verification. I checked my account through the app and did not recognize the transaction from XXXX for {$130.00} and immediately called Chase Bank. I explained what happened to the representative and they refunded the money and submitted a claim for fraud on my account. In the next 2-3 days, I received emails from a company including the list of boots I had attempted ordering and a tracking number. The amount on the order confirmation matched neither the fraudulent charge on my account or the order I had submitted. All 3 emails that I received were obviously fake. I was told there was no need to provide proof, that the matter would be taken care of. 
On XX/XX/XXXX, I noticed that the claim had been reversed and the money removed from my account. Once again, I called Chase. I was told that the merchant had provided all of my information along with tracking number, so the charges were found to be authentic. The respresentative I spoke with that day told me that since the claim had been denied as fraudulent, I could resubmit it since I never received any product. She told me to check in on Monday ( XX/XX/XXXX ), and the money should be refunded. 
Today ( XX/XX/XXXX ), I called and was told that they actually were not allowed to resubmit a claim and would not be able to refund the money at all. I spoke with a supervisor extensively and was told there was no way I could prove that the two transactions were connected, and even if there was, the claim was still denied and couldnt be resubmitted. 
I would also like to note that the order number for the order confirmation ( listing several pairs of XXXX boots that I attempted to order ) is the same as the order number on the email that provides the exact same tracking number that the Chase representative quoted to me as proof that XXXX provided to prove a valid charge. This shows connection between the two transactions. 
Also, please note the screenshot of Chases website stating that there is zero liability for unauthorized charges on a customers card or account. 

No merchandise was ever received from either XXXX or XXXX. 

Attached are the following photos : **Screenshot of transaction denied at XXXX, including transaction amount **Screenshot of obviously fake order confirmation email for several pairs of XXXX boots **Screenshot of email containing fake tracking number, the same number provided by XXXX to Chase Bank as proof of validity **Screenshot of no liability for fraudulent charges guarantee from Chases website *****Actual emails can be forwarded if the screenshots are not sufficient

Company response to consumer: Closed with monetary relief