Consumer complaint received 2021-09-09
Company: JPMORGAN CHASE & CO.
State: VA
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:
On XX/XX/2021, I called the Chase hot/fraud line to report a pending unauthorized charge from XXXX XXXX for {$710.00}. 
The Chase representative advised me to disregard the pending unauthorized charge as the pending charge will not be process. Additionally, he advised my credit card would be cancelled and that I would receive a new credit card in less than 6 days. 
Two weeks later I received a letter from Chase saying that they investigated the charge and that I will have to pay for the charges because I received the service. Please understand I NEVER LEFT THE USA!! 
I immediately called Chase and was transferred to the fraud department who advised they would investigate. 
They requested documents I had That supported my claim. I complied with that request and sent a police report which supports my claim that my identity was hacked and my personal information was compromised. 
They advised that they will review and re-investigate my claim. 
One week later I received a copy of the same original later stating that it was a valid transaction because my name and email were used. ( AGAIN, PLEASE UNDERSTAND THAT I NEVER LEFT THE USA! SO, HOW WAS THAT CHARGE POSSIBLE ) I was then advised to contact the vendor which I did. 
I contacted XXXX XXXX  and they advised they had a reservation with my name and email and asked me to contact the hotel. After contacting the hotel, I was told they had a reservation in my name but nobody checked in so they did not charge they credit card. ( PLEASE UNDERSTAND I WAS NEVER THERE AND I WAS IN THE USA!!! ) They provided me an email which stated the same. I forwarded this email to Chase Fraud. Chase Fraud advised that they would re-investigate the re-investigation. Allegedly, they conducted another investigation ( the third ) and served me with a new-old letter stating the same thing they previously sent 4 times.

Im the one who alerted Chase about the unauthorized pending charge was advised by Chase that it would not be process only to find out it was processed and now I am to blame.

One of the reasons we use a Chase credit card is because of the program they have to protect the customer against such things. It is well known that hackers have breached the data bases that support credit cards. Credit cards should have a protection with identity thief and unauthorized charges.

I never travelled outside the United States! I was in the USA the whole time.

The chargewas notmadeby me T
he charge was not made by any authorized user on the account I haven't let anyone else use my card I have asked Chase to reviewedthe fraud charge in several times.i sent a letter to the eco and corporate and they said they charges will stayed. I had sent police report, copy of the credit report bureau, emails from the hotel and snap travel which I contacted I contact XXXX XXXX but the customer service from the call center said that they will contact me and no response.

Company response to consumer: Closed with explanation