Consumer complaint received 2019-02-05
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 received a text message on XX/XX/XXXX, around XXXX, from Chase services saying that they felt a fraudulent charge was just added to my credit card. As I was at work, I was able to step in the back, check my account, and call Chase within the hour of being notified. The charge was from XXXX  XXXX for {$460.00}, and the representative on the phone told me this purchase was for the music company XXXX meaning no physical items were involved. I verified that I did not make this purchase. I was informed that as this charge was just placed and pending, I would not need to take further action, such as report, as it was cancelled immediately. They told me to cut up my credit card, and a new one arrived in the mail 5 days later. 
On Monday, XX/XX/XXXX, I received voicemail from a man named XXXX claiming to being with Chase and asking me to call him. When returning his call, the phone went straight to voicemail and the message said the voicemail was full. As this was during normal business hours, I contacted Chase to ask them about this call, and then told me there was no report of anyone trying to contact me. They advised this was a phishing scam, and that I should block the caller/ delete the message. 
On Saturday, XX/XX/XXXX, I checked my bank account, and I saw the purchase reposted. I called Chase on Saturday, and they told me no one was available in the Recovery Team and to call back on Sunday. I called Sunday, and I was told the same message. 
On Monday, XX/XX/XXXX, I called and spoke with XXXX at XXXX. He told me that due to the investigation, they did not believe that charges were fraudulent, even though they notified me of the charge initially. I was upset and expressed that I wanting to fight this investigation. He told me that I would need to go to USPS and ask for a copy of all packed that have been delivered to my home. I was then to fax it to Chase. I expressed that as I was XXXX and already notified Chase, I did not think it right that I need to prove my innocence as they was putting a physical stress on me. 
In the afternoon, on my lunch, I drove to the post office. The employees at the USPS told me this was impossible and no such record was kept. 
I then left the USPS and immediately called Chase. I spoke with a woman named XXXX who shared with me that I should have been notified of my right to an appeal ( which I was not ). She told me she would place a request for a second level of review. I asked why I was not contacted over this issue. She told me I was on Monday, XX/XX/XXXX, and I explained to her that Chase told me that was phishing. I expressed my concern over Chase being able to contact me when I am passed around and given different answers depending on who I spoke with. 
Our call was disconnected, and when I called back, I spoke with XXXX. I shared with her that I called immediately, and as the charges were pending and never went through, I did not understand how Chase could say I was responsible for the charges. She agreed. She told me the merchant was for a clothing company in which 3 sweatshirt and 1 backpack was purchased. She told me the only reason I was charged was the clothing company had my address as the location to delivery. I explained I never received a package. I asked for information about the merchant so I could call them. She told me she did not have a phone number, email, tracking number, or address. I asked how there was an investigation if they had no information. XXXX shared that the investigation included sending an email ( which she could not see ) to the vendor questioning if a purchase had been made. The vendor said I did, and that was what held me responsible, even though they did not provide a tracking number or proof of shipment. I told her I could not even find this vendor online so how could it be verified as trustworthy? After she looked further, she said the website was a company called XXXX XXXX in which individual merchants can post clothing items they make. Again, I questioned the validity of this. As I tried to find this site online, I was told I need an account to sign in, which I did not have. There were also multiple websites sharing this is a scan website, and that other people had similar experiences to mine. I told Divine I needed all additional merchant information as I was filing a police report and a CFPB. She shared there was nothing else she could see from the account.

Company response to consumer: Closed with explanation