Consumer complaint received 2018-03-11
Company: JPMORGAN CHASE & CO.
State: NY
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 have contacted Chase back at the end of XX/XX/XXXX, with a concern of fraudulent charges on my Chase Freedom card account ; I informed that that my credit card was not in my immediate possession and that there were multiple fraudulent charges on my account. I was reassured that I was not liable for fraud charges and I was given immediate account credit and a new card was mailed out to me. I haven't heard from Chase bank since then regarding this claim, and after almost 3 months passed I only assumed that the case was closed. That was until I received a phone call from Chase Fraud investigation on XX/XX/XXXX, claiming that since the card was in my possession in XX/XX/XXXX ; we will recharge 4 transactions which I previously reported as fraud back to my new account. I attempted to correct him and tell him that the card was not in my possession hence i called them back in XX/XX/XXXX ; but he refused to listen to me and to correct the mistake made by a Chase Fraud agent back in XX/XX/XXXX when i called them. I was not aware that this mistake existed as Chase bank hasn't contacted me at all in regards to this dispute, I truly thought that everything was correctly documented. I also tried asking whether these transactions were even properly investigated and whether they received any solid proof back from those merchants proving that I indeed made those purchases, he gave me no answer ; he just stated that he was going to charge me back for all those 4 transactions ( {$2900.00} ) that same day and that I can expect them on my next billing statement. Under the memo which was written by this same agent, who never introduced himself to me and I still don't know his name or ID number because Chase Freedom is refusing to tell me his name and are claiming that they will deal with him themselves and that have already reported him to his manager XXXX XXXX, he falsely documented that I stated to him that I have shopped in those stores before ; and I have never told him that! Infant i told him that I haven't been to those stores and i have not received any deliveries from these stores either at my home address. Nothing further was send to me, emailed, faxed or sent via regular mail to warn me about this chargeback, i also haven't received any copies of receipts or explanations from merchants. I began to call every supervisor in Chase to dispute this unfair and unlawful decision, however no-one has helped me ; infact after 2 days of calling, no-one has given me any solid explanations and just kept transferring me to other people. Whats even crazier is when I would call back and ask to speak to the person with whom i spoke previously, i was told that they never heard of a supervisor by that name.A supervisor even asked me to fax in a copy of my ID card with my real signature on it, which i faxed in to them that same evening and they verified that they received. But everyone reassured me that there was no way that I would be refilled those charges and that i might have misunderstood. 

This story didn't end, the following day I logged into my Chase card account and saw a balance of {$9800.00}, and I almost passed out, i began to scroll through transactions and realized that the Chase worker not only rebelled me those {$2900.00} that he mentioned but also all of the charges ; yes all charges from a fraud claim which i made on XX/XX/XXXX ( 24 hours before ). I called on XX/XX/XXXX, realizing that the card was not in my possession and I was informed that there was a balance of {$6500.00} on my card ; upon reviewing the transactions with a card service agent, we realized that those transactions didn't belong to me. These charges were marked as fraud on XX/XX/XXXX and refunded to my account. However, without my further investigation, or physical evidence, the fraud case was closed and I was re-billed for all those fraudulent charges as well. Some of the transactions that Chase re-billed me for are not even real transactions, as they were initially attempted transactions and were refunded to my account by the merchant themselves for unknown reason ; so they never even officially posted to me account, yet Chase is now trying to charge me for those transactions as well. When I told them that they charged me for transactions which never initially were charged to my account they didn't care. Once again Chase bank, has no information to give to me, they can't explain to me why they didn't investigate for 30-90 days as I'm entitled for by law ; why I wasn't informed of this decision and based on what evidence was this decision made. I am refusing to pay for any of these charges totaling {$9800.00} as they don't belong to me, and want Chase bank to apologize to me and to correct their negligent mistake.

Company response to consumer: Closed with explanation