Consumer complaint received 2021-08-18
Company: JPMORGAN CHASE & CO.
State: IL
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 my XX/XX/XXXX, Chase Credit Card Statement, I noticed 6 fraudulent charges from XXXX that I had not made. Those charges are : Ordered by XXXX XXXX on XXXX, from XXXX XXXX XXXX  XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... .. '' some kind of pet toy, unclear what '' ... ... ... ... ... ... XXXX {$7.00}. XXXX Ordered by XXXX XXXX on XXXX, from XXXX FL XXXX XX/XX/XXXX Order # XXXX per fraud representative ... ... ... .XXXX XXXX XXXX '' {$8.00} Ordered by XXXX XXXX XXXX XXXX, from XXXX, TX XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... ... XXXX '' XXXX XXXX '' {$24.00} Ordered by XXXX XXXX on XXXX, from XXXX, AZ XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... .. " XXXX XXXX '' {$42.00} Ordered by XXXX XXXX on XXXX XXXX XXXX XXXX, WI XXXX XX/XX/XXXX XXXX # XXXX per fraud rep ... '' XXXX XXXX XXXX '' {$32.00} Ordered by XXXX XXXX on XXXX, XXXX XXXX XXXX, FL XXXX XX/XX/XXXX Order # XXXX per fraud rep '' also XXXX XXXX -- XXXX '' {$32.00} Total Fraudulent Charges to my Chase Credit Card Acct XXXX ... {$140.00} I reported the charges to Chase Fraud with another unrecognized one to Amazon. I notified Chase Fraud that the Amazon one was valid, but the other 6 XXXX charges were not. Chase replaced my credit card and initially replaced my credit card and refunded the 6 XXXX charges. The following bill reflected that refund. 

The next bill recharged me for the 6 XXXX fraudulent amounts followed by a letter denying my fraudulent claim because I " had shopped there before, '' I learned from a follow up call. There is no XXXX near me and I have only shopped there more than a year before online, which I stated. The Chase representative unpleasantly told me the case was closed. I asked how to reopen it because I had not made the charges, and was told Chase needed more information, such as the order numbers. 

I immediately called the XXXX help line and got the order numbers, called Chase Fraud right back and gave them to the Chase Fraud Department. 

Since that time in early XXXX, I have been denied 6 times with formal letters. When I called each time to ask why, Chase insisted I must give them more information : amounts of purchases, address of charger, and finally, names of the chargers and credentials asked for by XXXX. 

This information was relatively easy for me to get from XXXX and XXXX Help representative " XXXX '' representative had emailed me that he knew I did not make the charges, signed with his name and position at XXXX. I sent Chase that email but Chase would not accept that information from me because it did not come directly from XXXX. Not knowing I was supposed to send it directly from XXXX, I sent the body of the letter to Chase. 

I immediately began to email " XXXX '' again asking him to please verify the information the former email and send it to me. I never got the same representative again and email responses told me to contact my bank. 

In utter frustration in XXXX, I asked my local Chase bank for help. A XXXX XXXX XXXX XXXX called the Chase Fraud Department and was given no information but was able to open the case again. 

Ultimately, I got 3 emails from XXXX saying they would send me an email verification of the information in 24 hours, then 48 hours, then 24 hours, again. I never received the email but did learn verbally -- present at a call made by XXXX  ... .. -- that XXXX had sent Chase Fraud the verification and Chase in late XXXX, refunded the first 2 charges for {$7.00}, and {$8.00}. I received a letter saying that Chase had resolved my dispute. 

I responded in email thanking Chase for the refund of the 2 charges, but there were 4 more that were fraudulent. XXXX called again with me present and was able to establish that the case is again open and I would hear in 15 days. She also asked in my behalf, if there were another department to more effectively handle this dispute which had continued for 5 months. I did not hear, though I did not get another denial letter, and was told that I would hear from the Chase Complaint Department. 

I was contacted by XXXX in the Chase Complaint Department on XX/XX/XXXX, who promised after reviewing my case, to contact me in another 7-10 days. 

If Chase was satisfied enough to refund 2 of the 6 charges, they had the same information to refund the other 4. They said at the last call that unfortunately, they were " very backed up, '' with which I sympathize ; but it has been 5 months and I have diligently and politely given them every piece of information they asked for verbally, and in writing, and paid the charges in full. Previously, when I gave the required information to Chase without XXXX forwarded emails, a representative at the Chase Fraud Department said that the information was not acceptable because it was " a narrative, and they had no way of knowing where i got the information or if I made it up! '' I have documented all correspondence from XXXX until XX/XX/XXXX, in emails, Certified Return Receipts letters, and notes taken at phone calls. I have been a constant paying customer with no problem like this ever, in the many years I have had a Chase credit card. 

Please help me resolve this lengthy frustrating fraud claim. If you need anything more specific to do so, please let me know.

Company response to consumer: Closed with monetary relief