Consumer complaint received 2022-03-03
Company: JPMORGAN CHASE & CO.
State: CA
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:
This complaint is regarding a fraudulent charge on my credit card from chase. 

XXXX order number # XXXX for amount of {$2600.00} There was a fraudulent charge and found out through email since XXXX emailed me there XXXX receipt. On there was my name email and phone number On XX/XX/2022 I got a voicemail regarding a order was ready for pick up with XXXX in XXXX California around closing time. I shortly got an text alert fraud from Chase, which I confirmed was fraud. 

On XX/XX/2022 I called in the morning to XXXX XXXX trying to stop the order/cancel it has it was not mine. The lady that answered the phone was not helpful and said there was nothing that they could do about it and instructed to call my bank. 

On that same day when I called my credit card company Chase. They said that they could not do anything about it since the charge was pending and that I would be given a new credit card Also I then got an email confirmation about how the order was picked up. 

Fast forward a couple weeks I still see that the charge was there and I called fraud department at chase and they said they reviewed the charge and concluded the charge was valid. They did nothing to contact me regarding the investigation and now has impacted my account and credit score. 

Essentially I have called XXXX store at least 5 times throughout this mess and what I've found is that they admitted that someone by the name of XXXX was doing these frauds per customer service. There supervisor XXXX has failed to call me back twice and I've had to call them every time. When I was able to speak to XXXX she directed me to the assistant manageXXXX XXXX. He states that they have tapes but they are not lawyers and to call corporate. I've also filled a case with corporate and can provide case number if needed. 

I've talked to Chase over the phone at least 5 times during this mess and they were very unresponsive to help me prove this charge was fraud. They kept telling me the charge was valid because they had my information like name email and phone number. BUT they also said that when Chase was investigating with XXXX. XXXX was able to provide a government issued ID, which is false. I've kept asking CHASE to prove it and they were beating around the bush and kept stringing me along. They also asked if I can email them my ID to cross reference the ID they supposedly have to there fraud department. Chase tells me to call lXXXX and figure it out what ID they have on file. Per XXXX they can not release that information. Chase has shown no proof or responsibility in taking care of this case. 

There has been no proof the order was made by me or picked up by me. I've only made a small purchase at a local XXXX long ago. Both XXXX store, corporate, and Chase have made no progress on my behalf and I've spent many hours chasing a problem that should not be there. 

I've checked XXXX policy about online orders since then and it states that you need government issued ID to do online pick ups. Again no one should have my ID with them and I did not pick it up. 

Again I would like to say I've never stepped foot in XXXX XXXX and never authorized this purchase. 

I would like help with how to go forward from here please.

Company response to consumer: Closed with explanation