Consumer complaint received 2020-05-03
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:
On XX/XX/2020 I called to report fraudulent activity on my Chase account. Below is a detailed list of the transactions which I have identified as fraudulent transactions ( all were charged the morning of XX/XX/2020 ) : {$41.00}, XXXX - XXXX {$41.00}, XXXX {$42.00}, XXXX - XXXX {$24.00}, XXXX {$43.00}, XXXX {$25.00}, XXXX {$44.00}, XXXX {$33.00}, XXXX {$45.00}, XXXX - XXXX {$33.00}, XXXX {$50.00}, XXXX {$33.00}, XXXX - XXXX {$34.00}, XXXX - XXXX {$34.00}, XXXX - XXXX I am insisting that all of the above transactions were fraudulent and not authorized by the cardholder ( me ). My XXXX account was hacked and taken advantage of. These transactions all occurred in quick succession while I was driving to work. When I arrived at work, I immediately changed my XXXX password and removed all payment information from my XXXX account to prevent any more fraudulent transactions from being processed in my name. I also immediately contacted the Chase Fraud department when I arrived at my workplace. Upon contacting the Chase Fraud department, the charges were removed from my account and my old card was deactivated. They also sent me a new card with a new number. 

Now it is XXXX and when attempting to make my most recent payment to my Chase card, I found that all of the transactions were reapplied to my Chase account. I have attempted to reconnect with the Chase Fraud department regarding these fraudulent transactions, however, they have advised me that the transactions were reapplied to my account because XXXX likely disputed my claim and insisted on charging me for these transactions. Now, the Chase Fraud department is telling me they can not do anything, and that I must get in contact with their Recovery department if I want to continue to insist that these transactions were indeed fraudulent. Unfortunately, due to the present Coronavirus pandemic, the Recovery department is not taking calls at this time, and I was simply given an email address to contact. I contacted the Chase Recovery department email address but have not received any reply for several days, nor any indication that they have either received my email or are investigating my case. 

I am also unable to dispute the transactions with XXXX directly. There is no phone number listed on their website that I can call. I also can not open a case on any of the fourteen ( 14 ) fraudulent transactions. This is due to the insidious nature of the hack of my account. Whoever hacked my XXXX account made sure to only purchase digital files ( notice the XXXX or XXXX that appears in all of the sellers names in the transactions I previously listed ). XXXX does not allow purchasers to open cases until they have downloaded the purchased files. Because I did not authorize these purchases, I have no intention of downloading fraudulently purchased digital content, not only because I do not want the content, but also because I do not want to substantiate the fraudulent purchases by helping XXXX deliver the products to me. 

My best guess as to what happened is that various seller accounts were established with similar names ( note again the XXXX  or XXXX that appears in each one ). The owner of these seller accounts then hacked my XXXX account to purchase digital files from their own seller accounts, basically sending themselves around {$500.00} in free money from me, the victim of this fraudulent activity. It's also clear they attempted to avoid the activity being flagged as fraudulent by making many small purchases in varying amounts ; notice that only one of the transactions exceeds {$50.00}. Any normal purchaser would have added all items to their cart and made one purchase. 

I was able to get in brief contact with one seller, and they claimed to be a hacking victim as well, however they only refunded one of many fraudulent transactions between their account and my own ( the one in the amount of {$41.00}, though both the charge and the refund both still appear on my list of transactions with Chase now ). I do not know whether they were telling the truth. 

After seeing that these fraudulent transactions have once again been applied to my Chase account, I also made sure to check XXXX to review the fraudulent activity. Surprisingly, I found that five ( 5 ) out of the fourteen ( 14 ) fraudulent transactions on my hacked XXXX account show as cancelled, yet on my Chase account I am still being charged for all fourteen ( 14 ) fraudulent transactions, which include the five ( 5 ) cancelled transactions. ( Note : the transaction in the amount of {$41.00} is both charged and refunded on my account, as described earlier. ) I am insistent that all of the above transactions from various XXXX sellers of digital content are fraudulent, as they were not authorized by the owner of the XXXX account, nor the cardholder, both of which happen to be me. I also maintain that I have not received ( downloaded ) any of the fraudulently-purchased digital files from XXXX. 

Please help me resolve this issue. Approximately {$500.00} of fraudulent activity remains charged to my Chase account, and I am having a difficult time getting it removed.

Company response to consumer: Closed with explanation