Consumer complaint received 2021-09-12
Company: JPMORGAN CHASE & CO.
State: IL
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 XXXX at around XXXX I believe my cellphone got hacked, I was in the playground at my current location where i move to since XXXX in XXXX XXXX with the kids and my smart watch started getting back to back weird unknow emails in many different languages with weird topics like purchase confirmations, thank you for your subscription, your package will arrive soon, I was busy with XXXX little kids running around and didn't pay much attention to it but it was just weird that it was nonstop, a few minutes into it I got a text message alert from CHASE and that is when I stop and got my phone to see what was going on since I didn't made no recent purchases and usually those alerts come in right away, when I look it was indeed an authorization purchase from XXXX for {$690.00}. My first step was to BLOCKED all my cards and then I tried to call the bank but my cell phone was not allowing me to go online or make phone calls, my XXXX  search was not allowing to search and my phone line was just making this static noise and while I was trying to call CHASE customer service # the automated service was just like thank you for calling chase enter your debit card and social # Inthough it was weird because it was not given me no other options I was so nervous that I just keep pressings the # and * key hoping it will transfer me to a live person but it was not working and then within the static noise I over heard voices very disrupted because of the static noise it was male saying something like " Yes, I have Miss XXXX on line to authorized the transaction '' and that is when I realized something was awfully definite wrong right away I hung up and turn my phone completely off, to took my sister 's phone I call the CHASE fraud line " by the way that call access was different from what I was getting on my phone " I proceeded to explain to them what was happening the lady told me not to worry they will handle it, like 3 days later the $ was clear from my acct and I got a new card, I also called XXXX to get information they told me they could not do any because the order was from a third party vendor so that they bank had to handle it i was also told the address where the shipping was going and it happen to be the address of the place I stay for 10months after I left XXXX   do to COVID " XXXX XXXX  '' they also told me they could see there was some other decline transactions and I explain to her it was because the CHASE card was cancel right away after the firts aprove one and indeed that chase card was thw same last credit card I used online to purchase from them, the customer serv lady actually offer and went ahead and cancel my online XXXX acct to delete any access or used to any other save cards I could had save. On XX/XX/2021 I got a message from CHASE saying that I was found responsible for the transaction and had to pay for it, I guess they assume I did it because the delivery address for that purchase was my my previous address from where I moved out in mid XXXX almost 2 months prior to the crime, i just ask myself what is the fraud protection service for if these companies are not really investigating the cases and are trying to have clients like myself pay the price they should and need to have a real investigation to find out what really happen because it was not me and i am not paying that money back i bank with CHASE for many years, if you review my credit acct and payments with them is really good but i refused to be charge or pay for something that is not mines .I called CHASE to get and explanation i need to know why they decided i was guilty i fallow the procedures I contacted them right away i blocked my card there was nothing else i could do to stop the purchase regardless of where it was going to it seems to me they just assuming the lady told me she had no information to provided me with and the only thing she could to was to open an acct review case we went thru all the events again like i just prior explain here, i ask for a name or confirmation # for my records she told no that I have to wait to be contacted by them its been over 3 weeks and i haven't heard from them hopefully I will get the help and fear investigation I need here otherwise I am ready to find a lawyer to dig deep down and actually sue CHASE for defamation for saying i am guilty for a crime i did not commit, for their poor service, help for violating my rights to get a fear, real, legal investigation and to provide me the information they used to find me guilty the aggravation and metal pain and suffering they causing me is unfair and i will not take it with out a fight.

Company response to consumer: Closed with explanation