Consumer complaint received 2017-12-24
Company: JPMORGAN CHASE & CO.
State: VA
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:
XXXX XXXX XXXX 
XXXX XXXX, Virginia XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX VIA XXXX Complaint Form Dear CFPB This may not be your problem. I have been wrongly billed on my credit card for over {$900.00}, and I have had the charge reversed, but neither the merchant nor my credit card company will identify which law enforcement agency has jurisdiction over this false billing, and my credit card company ( a bank ) admits that it has not even notified any law enforcement agency of the false charge. 

If your agency does not have jurisdiction over credit card fraud or the refusal of regulated financial institutions to even identify which agency has jurisdiction over such fraud, please identify that agency ( or agencies ) and provide XXXX and mail addresses to which complaints should be addressed. 

If you do have jurisdiction ( or interest ) in cases of credit card fraud or if you have jurisdiction over bank disclosures of information to consumers, here are the facts. Documents are available. 

On XXXX XXXX XXXX, I received my monthly credit card bill from Chase Bank, a Delaware XXXX that does not make its physical headquarters location easy to find on its large website. That bill included a charge dated XXXX XXXX XXXX, attributed to XXXX XXXX, for {$900.00}. That line of the bill reads : Transaction Date Post Date Description City/Phone State Amount XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX FL {$900.00} Properly formatted, that phone number becomes XXXX XXXX XXXX, and when I called that number, it was answered by a woman who identified the business as XXXX XXXX XXXX XXXX XXXX, Florida. I had most recently stayed at that hotel in XXXX, checking out on XXXX XXXX XXXX and the proper bill was {$900.00}. That bill was full paid ( and Chase reflected it as fully paid on time ). 
The hotel person explained that this had happened to a number of guests and that their Accountant was looking into it. 

I disputed the charge by filing an online dispute with Chase that same day, XXXX XXXX XXXX. Some of XXXX records reflect this charge as an Online, Mail or Telephone charge. I have directed, on this Chase account, to be notified of such charges when they are made, and regularly receive email notification of our online, mail, or telephone charges made to this account. During XXXX and XXXX XXXX, I did receive such charge alert emails. But no such email alert was provided by Chase for this {$900.00} invalid charge dated XXXX XXXX XXXX. That resulted in me not learning of this false charge of XXXX XXXX XXXX, until the bill arrived on XXXX XXXX XXXX. 

I have confirmed that another guest of that hotel who checked out that same day in XXXX was also invalidly billed, in XXXX or XXXX. 

On the evening of XXXX XXXX XXXX I called XXXX again to ask why they had not notified call center employees of this over-billing fraud. At first, I got got XXXX XXXX # XXXX, who referred me to XXXX XXXX who declined to say whether XXXX knew of this problem before my call, but I asked her ( and she agreed ) to note my information on XXXX XXXX at XXXX XXXX XXXX, and my fear that a lot of other people might be affected. 

I wrote ( by email ) on XXXX XXXX XXXX to the Accountant for that XXXX XXXX at the address provided by a staff member there, with a number of questions, but as of today, I have not received any response by any method from that Accountant or that Hotel, which is a part of the XXXX XXXX chain. 

On XXXX XXXX XXXX I checked my Chase credit card account online to see if this invalid billing had been corrected and the online information stated that there was a Return of {$900.00} on XXXX XXXX XXXX, but that it was not posted until XXXX XXXX XXXX, and again falsely identified this transaction as an online, mail or telephone transaction. 

I request that : 1. If you are the law enforcement agency with jurisdiction over false interstate credit card billing, you record and follow up on this complaint. 

2. If you are not the law enforcement agency with jurisdiction over false interstate credit card billing, that you provide specific information ( Agency, office, physical and email address, and phone number ) of the law enforcement agency that does have jurisdiction over this false billing. 

3. That you require that any bank or credit card issuer provide, upon request by any customer, the specific information described above about the law enforcement agency or agencies which have jurisdiction, and which will receive, record, investigate and acknowledge such reports. 

Merchants, banks and credit card companies who do not report such events to relevant law enforcement agencies and who impede or prevent consumers from doing so are contributing to the prevalence of credit card crime. Whatever the resource limits on law enforcement agencies, they can not even record, let alone investigate false billing crimes unless they receive reports from affected consumers, and unless they are alerted to investigate the merchants and banks involved. 

Sincerely, XXXX XXXX XXXX, XXXX. 
Consumer

Company response to consumer: Closed with explanation