Consumer complaint received 2020-11-25
Company: JPMORGAN CHASE & CO.
State: DC
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:
My original complaint I submitted : I have a Chase Prime Credit Card. I opened a dispute on XX/XX/XXXX when I noticed two recurring charges on my card - XX/XX/XXXX and XX/XX/XXXX for {$540.00}. I have now reviewed my credit card for this year and I see the charges started on XX/XX/XXXX, and have been charging between the XXXX to XXXX of every month. I do not recognize this charge so I am looking for a full refund for the charges. I have been charged a total of {$4300.00} since XX/XX/XXXX. While I recently noticed this, I didn't know this has been going on for some time. I am disputing all of the charges as I do not have any insurance with XXXX  XXXX, and when I looked at their website, its definitely not something that I will use. My primary home insurance is with XXXX. I do not use any other insurance companies. Chase closed my dispute because they stated, " You received benefit from this transaction '' with no further comments or rationale. I tried to call Chase to understand why. The letter from Chase which I received a few minutes ago states to call between XXXX to XXXX eastern time. When I called the number, I was told the office closes at XXXX. Why does their letter state they close last XXXX, but the phone number says they close at XXXX? I am asking for CFPB to investigate into this and request a full refund of all of my charges since XX/XX/XXXX. 

Chase responded today, XX/XX/XXXX : Were responding to your concerns about the fraud claim on your account. Our latest review confirmed our previous findings mentioned in our enclosed letter dated XX/XX/XXXX, were correct and the charges from XXXX XXXX are valid because the merchant provided a copy of a sales draft that matched your email address for a digital download for a type of insurance services. The merchant also stated you accessed their website logging into your account via your email address. We did not receive any additional documentation from you to support your fraud claim and our decision to consider the charges valid was upheld. The charges will remain on the account. We realize this isnt the outcome you hoped for but please continue to make at least the minimum payment due so the account remains current. Furthermore, in your complaint you mentioned you attempted to contact us about our decision, but the office was closed. Our office hours mentioned on the letter are correct and remain unchanged. We apologize that you were not able to reach us. 

My amended statement is as follows. 

1 ) Chase has not provided additional information from XXXX XXXX. They have made their own claims but provided no proof or evidence that the account matches my email address - in other words, Chase was relying on hearsay without providing additional proof, screen shots, or evidence. 

2 ) Chase alleges their hours mentioned in the letter is correct and remain unchanged. This, again, is not correct. When you call the number provided on the letter, it states their hours have changed due to COVID. But again, Chase is making another allegation again without proof. Please see attachment - Chase Call Log - XX/XX/XXXX at XXXX Eastern. The only reason why I went to CFPB is because of # 2 and # 3 - Chase isn't open after XXXX Eastern, and # 3 below - where XXXX at Chase did not call me back. 

3 ) Chase called me today from XXXX at XXXX however I was in a meeting and then asked me to call them back at a different number. I did so at XXXX at XXXX and I was directed to enter a really long extension number - to speak to XXXX at Extension XXXX. When I entered this extension this promptly went to voice mail. I left a message asking for XXXX to call me back. XXXX did not call me back. What was the point of XXXX calling me and asking me to call him back but he doesn't answer and doesn't call me back? Please see attachment - Chase Call Log - Chase called today and I returned their call. They did not call me back today. 

4 ) I went to XXXX website and filled out an email asking for " lost or forgotten email ''. I received no e-mails from XXXX for more than 15 minutes. Please see attachment coverwalllet lost or forgotten email. I am asking for Chase to obtain evidence that I contacted XXXX, and their response, if any. The lack of response shows I do not have an account with XXXX. 

5 ) I reviewed my emails and I see that I received an email from CoverWallet which was filtered and not in my inbox. When I opened it, I noticed the policy was assigned to someone with a completely different name, and different address, and in a different state. See attachment - email to XXXX from XXXX. However, in light of # 4, it looks like the e-mail address was changed - so I am unable to access the account anymore. So why is Chase alleging that the account is still under my email address as demonstrated under # 4?

6 ) I am XXXX. Chase is probably confused how to talk to me and does not understand they need to talk to me through a sign language interpreter through XXXX XXXX XXXX. I suspect this is the reason why XXXX didn't want to call me back.

Company response to consumer: Closed with explanation