Consumer complaint received 2020-06-25
Company: JPMORGAN CHASE & CO.
State: FL
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:
On XX/XX/XXXX at XXXX XXXX, I received a Chase Fraud email notification asking for a response regarding an attempted purchase from XXXX. Upon awakening and seeing the email, I called Chase Fraud and notified them that it appeared that our account had been compromised, requested that the account be closed and a replacement card/account be sent. I reviewed numerous charges on the card ... I identified quite a few ( I don't remember exactly how many ) that didn't appear to be authorized by either my husband or I and was assured that they would be removed. 
Within 24 hours, we received replacement cards. 

On XX/XX/XXXX, I saw that three of the charges were still shown on my online account register. I called Chase Fraud and was told that they were being researched. Indeed, on XX/XX/XXXX, we received a letter dated XX/XX/XXXX, stating that most of the disputed charges had been removed, but that three of them were still being researched. 

On XX/XX/XXXX, we received a letter ( dated XX/XX/XXXX ) outlining that the three charges were still being " investigated ''. We assumed that eventually they would be removed, as we did not make or authorize these charges. 
However, on XXXX XXXX, I was contacted directly by one of the Vendors, Amazon,  regarding the {$13.00} amount posted XXXX. I had not initially recognized this amount, as it was for a purchase actually made on XXXX ( before the card was compromised ). When this date was brought to my attention, I authorized that Amazon re-charge that amount to my new card. 

On XX/XX/XXXX, I called Chase Fraud regarding the fact that three charges had been re-posted to our new account. I was told that a resolution had been reached but that he couldn't discuss it with me and that " I'd have to speak with someone in Chase Recovery, but they weren't taking incoming calls. '' He took my contact information and assured me that we would receive a call. Late that day, we received a letter ( dated XX/XX/XXXX ) saying that Chase had determined that the three remaining charges were valid and were re-posted to our newly issued credit card. On XX/XX/XXXX, we attempted to make a call Chase Recovery to the number listed to call on the letter, and were directed to leave a message. We left a message. To follow up, the first of several emails were sent to fraud/recovery. No acknowledgement of receipt was made. 

On XX/XX/XXXX, after hearing NOTHING from Chase, not even an acknowledgement of the email 10 days earlier, we attempted several phone calls. Recovery was still not taking phone calls and several calls to Fraud resulted in getting disconnected/hung up on for a total of 90 minutes. After literally wasting copious amounts of time, I wrote yet another email. It, too, went unacknowledged. 

On XX/XX/XXXX, I once again called Chase Fraud, as Chase Recovery was still not taking calls, or messages. At that time, I was told that one of the three charges ( XXXX ) had already been removed, one ( Amazon ) would be removed shortly and the third ( XXXX ) was " being worked on ''. I notified that rep to note in our records that we would NOT be paying this disputed {$1200.00} amount with our upcoming credit card payment due. Just after contacting Chase, I called the Vendor ( XXXX ) myself to see what I could find out. XXXX, the Customer Center rep I spoke with, noted that my account only showed two purchases in the past four years ... neither was the {$1200.00}. She noted that if a charge from XXXX appeared on my Chase credit card, only Chase could reverse the charge and/or make inquiries about that purchase, but that they didn't have any records of me making a purchase in this amount. 

On XX/XX/XXXX, we received another later ( dated XX/XX/XXXX ) stating that Chase has investigated this amount and that they were " closing this fraud claim and won't respond to requests for additional reviews unless you provide new information. '' Now tell, me, how can we provide information for a purchase that was not made, was not authorized and was reported as fraudulent almost 2 months before? According to the Vendor, only Chase could determine what was purchased and the address to which items were sent ... it doesn't appear that they ever did so. 

Following up on that latest received letter, we sent another email XX/XX/XXXX, requesting that information from Chase ( name of purchaser, contact information for purchaser, list of purchased items and delivery address ). We received an email was acknowledging receipt of this email ( a first ). 

On XX/XX/XXXX, we received another form letter. Word for word, except the date and the signature of the " Specialist ''. Of course, Chase didn't provide the information WE requested. I had noted that we were expecting to close our account and would need to provide this information to the credit reporting agencies so that we could minimize the " hit '' to our credit score.

Might I point out that NOT ONCE has Chase personally reached out to us ... personal communications have been all one sided, despite repeatedly being told that call would be returned ... how is it that Chase can determine a charge is valid when it was disputed the same day that it posted on the account? Only Chase could have reached out to the Vendor, refused to honor the charge and credited our account. Due to their sloppy and not timely work, we are being held accountable for a fraudulent and unauthorized large charge. 

I am attaching copies of all pertinent supporting information. 

What we want done, is the original charge, along with the associated finance charges be reversed and the account closed. More finance charges will be assessed on or about XX/XX/XXXX, too. 

I might note that we have ALWAYS paid our credit card balance in full every month, with the exception of the disputed {$1200.00} amount which has now been assessed interest charges in the amount of {$68.00} ( {$33.00} on XX/XX/XXXX and {$34.00} on XX/XX/XXXX )

Company response to consumer: Closed with monetary relief