Consumer complaint received 2020-12-04
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/XXXX XXXX AM, I got an email from XXXX saying that I made an order of a type of watch, which I didn't make. Immediately, I called their customer service and told them that the order was not made by me. 
The customer service representative told me that they were going to take care of the cancellation and that it was nothing that I needed to worry about. She also advised me to contact my credit card company ( Chase ) and report this incident. I did, consequently and replaced my credit card. At this point, I thought that this matter was now resolved, as the XXXX statement of the credit card did not show this transaction. 

On the XX/XX/XXXX statement, however, Chase suddenly charged me again with this fraud transaction. I called Chase to say that this was something that Ive reported back in XXXX, and I didnt know why this popped up. They then said that they were going to resolve this on their end. 
On XX/XX/XXXX statement, Chase gave me the refund of $ XXXX so once again, it seems to me that this issue was resolved. 

On the XX/XX/XXXX statement, however, Chase charged me {$180000.00} again. 

On XX/XX/XXXX, I called Chase customer service for this transaction, and requested a third-party call with XXXX. I then got a voice confirmation from the Chase Fraud department that they were going to remove this charge since XXXX made a confirmation for them that the order was fraud, and not made by me. 
On XXXX, however, I got a billing statement, with interest charged, saying that I was still liable to pay for this fraud transaction. 

Ive contacted the Chase Fraud department, and I learned here that they had called the XXXX customer service during late XXXX, who had apparently given information to Chase saying that the order was made under my name and shipped to XXXX. I have already told the department that I had already gotten a voice confirmation on XX/XX/XXXX with Chase, but was told that I would need written documentation from XXXX for them to confirm that I was not liable to the {$180000.00} charge. 

On XXXX and XXXX, I called XXXX customer service and they again confirmed on the voice call that they have the record from me on XX/XX/XXXX and that the order was cancelled. Ive requested the written confirmation to my email, they told me that I would receive this within 2-4 hours of this call. For two days, I have been waiting for the email, but it has never arrived. 

On XXXX, I once again called the XXXX customer service, but this time, they denied everything that Ive been told on XXXX and XXXX. I requested to talk to their supervisor, but I was put on hold and was never connected. 

I did my full responsibility to report the fraud transaction immediately. I didnt get any notification regarding the delivery status. Additionally, on my Saks.com order history, this transaction has never shown up. 
I dont have any idea what happened and where they shipped the item, and of course, I didnt receive any item from XXXX. 

I feel that this is not an issue that should have taken for over 6 months, and I have been suffering from this issue to the point where I would suffer from lack of sleep and anxiety attacks. I believe that I have acted on time and responsibly from the start, and that these two companies have not fulfilled their part in attempting to resolve this issue quickly. It is clear to see that this issue has stemmed from the lack of customer protection in the credit card and the lack of proper management of orders. Therefore, I hope that this can be resolved in a fair manner.

Company response to consumer: Closed with explanation