Consumer complaint received 2018-12-07
Company: JPMORGAN CHASE & CO.
State: OH
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I believe Chase bank employees are falsifying customer interactions and documentation which is resulting in thousands of dollars of fraudulent charges on credit cards. I have phone records, time stamped emails, letters, and time stamped faxes to support this claim. 

3 employees have falsified information in my account which has resulted in overcharging my account {$3700.00}. I have attempted to contact Chase bank via phone, email and fax, but keep getting passed around and not a single person has been willing to discuss the issue with me. I have phone records, time stamped emails, letters, and time stamped faxes to support this claim. 

Employees involved : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX ( no last name provided ) What happened : I had disputed a charge on my credit card on XX/XX/2018 because I had received product other than what I had purchased, and the vendor was not responding to my attempts to contact them. 

Between XX/XX/2018 and XX/XX/2018 I reached out to Chase bank multiple times because I thought it was odd that I hadnt received any communications, not even the usual letter stating that theyre looking into. 

XX/XX/XXXX I finally got a hold of an employee by telephone : XXXX XXXX XXXX and explained what happened. I asked him if he wanted me to send him a sample of what I received to verify that it is not what I ordered and he said no, we dont usually have customers send product to us because we dont have a way to process it. I also explained to him that I am willing to send the product back to the merchant however I should not be paying for it. He agreed and told me NOT to send it back to the merchant. This call was recorded and Chase should be able to provide it. 

XX/XX/XXXX I received a letter in the mail requesting additional information and on XX/XX/XXXX. I spoke with XXXX XXXX XXXX on the phone, following up to ensure I received the letter but had no additional questions. This call was recorded and Chase should be able to provide it. **see attached document # 1** XX/XX/XXXX I sent written answers to the questions in the above referenced letter. I sent via Chase Secure Message Center and via fax. I have confirmations to validate both messages were received by Chase. **see attached document # 1 ( 4 pages ) ** XX/XX/XXXX I sent an additional message through Chase secure messages because I had received some additional information concerning the defective products. I have a confirmation from Chase that the message was received. 
During this time, I have received 2 phone calls and 1 letter. I have responded to both. XXXX and XXXX can verify this. They are the 2 people I had spoken with on the phone. 

On XX/XX/2018 I received a letter in the mail from XXXX XXXX XXXX stating that they had not been able to reach me by phone and I had not responded to their mail messages. Both are untrue, I have phone records, emails, and time stamped fax receipts to verify they were sent and received. Because of this fraudulent behavior XXXX XXXX XXXX charged my account {$3700.00}. **see attached document # 2 ( 1 page ) ** XX/XX/2018 I emailed Chase right away to find out what happened and also included the above timeline in my correspondence. 

XX/XX/2018 I spoke with someone named XXXX and she told me she just sent a letter in the mail, asked if I received it, but I had not. She agreed to resend the letter. I received that 2nd letter on XX/XX/2018, and sent the information they were requesting via fax ( I have receipts ). This call was recorded and Chase should be able to provide it. **see attached  document # 3** XX/XX/2018 I received a letter from XXXX ( no last name given ) stating that because XXXX XXXX XXXX had told me not to send the product to Chase and NOT to send it to the merchant, they could not help me. XXXX XXXX XXXX is a Chase employee, if he makes a mistake, Chase should be responsible, not me. **See attached document # 4** These same nots are attached in PDF format because this form seems to have removed all spaces and returns.

Company response to consumer: Closed with explanation