Consumer complaint received 2023-01-08
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I was a victim of debit card fraud and Chase has denied my fraud claim. This is a timeline of events XXXX. XX/XX/XXXX Received Text XXXX impersonating XXXX saying they could not deliver a package due to incomplete house number and to fill in the address. Coincidentally I had ordered something and forgot to put the unit number when entering in the shipping address. I thought this text was in reference to that. When I followed the link my web browser did not warn me that the website was a risky one and it looked exactly like the XXXX  website. It asked me to fill in my address and pay a redelivery fee of {$3.00} which I did so using my Chase XXXX XXXX. This is where I think my card information was initially stolen. When I looked up my transaction history in my chase account I could not find this {$3.00} transaction. This happened while I was on a work trip and did not really have time to look into it any further, since I didnt see anything on my statement I figured it just didnt go through or something. 

XXXX. On XX/XX/XXXX at XXXX I received a call from number XXXX that I did not answer. I googled the number and it showed up as a Chase number. At XXXX the number called back and I answered. There was an automated recording saying a chase representative needed to talk to me but first needed to confirm my identity. To confirm my identity, they sent my phone a text message with a code that I entered into the dial pad on my phone. As soon as I did that the call hung up and I received an email to my gmail account at XXXX saying my card had been added to a XXXX XXXX XXXX. 

XXXX. I immediately I looked up my Chase account and saw a fraudulent pending transaction for some business I have never heard of in XXXX XXXX XXXX called XXXX XXXX XXXX XXXXXXXX XXXX XXXX for {$770.00} along with a foreign conversion fee for {$23.00} for the XXXX XXXX 

Charges as they appear on my statement : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called Chase XXXX XXXX and filed a fraud claim for the aforementioned transactions. 

XXXX. On XX/XX/XXXX Chase sent me a notice saying they denied my fraud claim saying they found the charges to be real and that I authorized them. 

XXXX. On XX/XX/XXXX I called Chase Fraud Support on XXXX separate occasions times looking for an explanation as to why my claim was denied. XXXX of the XXXX I was disconnected mid conversation with a supervisor. Finally when talking to the XXXX supervisor I was told it was denied solely because it did not appear as though my debit card ending in XXXX was added to a XXXX XXXX  on a different device. They also told me the type of transaction that was processed was an in XXXX XXXX XXXX Tap Transaction which makes no sense because the charge is for a company in XXXX. I also did not receive a fraud prevention alert for this foreign transaction. I explained to them that this transaction does not exist anywhere in any of my XXXX XXXX  activity/statements nor have I ever used my Debit Card with my XXXX XXXX  XXXX. If I had performed this transaction myself as they are saying then there would be some kind of evidence of it somewhere in my XXXX XXXX  activity. There are no other transactions in my chase checking account history going back to XXXX that are anything like this fraudulent charge to a foreign company in XXXX. 

I reported the fraudulent activity immediately after it happened while the charge was still in a pending state. Chase fraud support was not interested in any explanation or evidence I had to provide to them that this was fraud. The last supervisor I spoke to clearly stated to me that I was a victim of fraud but Chase would not do anything to help me.

Company response to consumer: Closed with monetary relief