Consumer complaint received 2021-02-25
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
In late XXXX I noticed a group of charges show up in my checking account which totalled a little over a XXXX dollars. I called Chase immediately to inform them that these were not my doing and that my debit card information must have been compromised. At that time they were very understanding and quick to get all those charges, reversed, and back into my account. I then called my local police department to file a report because one of the charges was a XXXX XXXX charge with someone's name and phone number ( area code indicates it was someone local who's responsible. ) At that time I had looked the name up on XXXX to see if I recognized the person or had any mutual friends, which I we did not, and I did not recognize the person. I also sent screen shots of the charges and of the XXXX profile of the guy who's name matched the XXXX XXXX charge, to my local police fraud department. Fast forward to XXXX, I seen that one of the charges showed back up into my account ( {$210.00} ), and I contacted Chase again. They said they had " Compelling evidence '' that the charge was valid. They suggested I file a police report ( which I already did and had not been contacted about ) and that I should reach out to the merchant because they would be the reliable party. I called the merchant and talked to a supervisor which refused to give me any information about the purchase that I was being accused of making. I then called the police fraud department to follow up on my report I had made and was told that the charges weren't enough for them to look into and was told that it's my fault that my card information was compromised because I purchase things and pay bills with my card, over the internet. I talked to Chase again last week and they told me that based off the information submitted by the merchant and shipping carrier, the shipping address for the purchase, and the billing address matched. I received a packet from Chase regarding the claim, with all supporting evidence that was submitted. The shipping address submitted by the merchant, which is suppose to me mine, is spelled incorrectly. The email address created to make the purchase, uses my name in it but is not my email. Also, upon further investigation ( by me ), the original XXXX tracking number shows the item was sent using " XXXX '' and was forwarded to a local post office to be delivered by USPS. There was no mention of this in Chase 's report. I contacted XXXX and they supplied me with the tracking number for USPS and come to find out it was delivered to a zip code here in town, but not mine. I went to my local Chase branch and one of the bankers heard me out, reasserted my claim and faxed proof of delivery ( proving that the package was delivered to a different zip code. ) Chase sent me a notice that stated after reviewing the newIy submitted proof of delivery, that the decision still stands and will not refund me for that specific purchase. They told me that I should contact the post office because they sent it to the wrong address. Which is not the case, it was delivered to whoever stole my information and the merchant claims they sent it to my address in order to avoid having to take responsibility for the charge. I went to the post office today and they were able to verify the shipping address and said they could not give me that information but she did say that it was not my address. She said they could only release that information to Chase, but Chase would have to contact USPS for that information. I've been battling with Chase for months now and keep getting denied.

Company response to consumer: Closed with monetary relief