Consumer complaint received 2019-02-09
Company: JPMORGAN CHASE & CO.
State: MN
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:
I feel I have been abused by my CC company. I feel damaged, Chase has not helped me to resolve this issue. It is a {$270.00} disputed charge. Below are the details of the transaction that took place. In summary, I received an order from a company that I never ordered. I refused shipment from XXXX. XXXX returned the packages and the company received shipment with signature. I notified my CC company within a few days of the dispute. I sent all the required documents to the CC company at the address they gave me. The mail was returned to me as they listed the incorrect address on the form that they gave me to send to them. I then FAXED the same information. They claim they never received so I re-FAXED the information again. This time they received but claim they could not read the tracking number I sent. They never let me know their was an issue with that, they simply credited back the vendor. 

Even though I have responded to all Chase requests as instructed, and I have sent all my documents, including XXXX tracking, letter of detail explanation, and receipt that the company has received the merchandise back that I never ordered in the first place, the Chase CC company will not stand behind me to protect me. Chase says it is too late to deal with it any longer ( after Chase delayed the whole process several times ). I pay a {$450.00} annual fee to this CC company for this card. Below is the explanation letter in detail I sent to them with no positive response. 

Dispute information regarding Chase Sapphire Reserve account. ending in XXXX, XXXX is the vendor. 

XX/XX/2018 I have never ordered anything from this company. Anticipating that I may order in the future, I had my credit card automatically logged into their website unfortunately. 

I received an email on XX/XX/XXXX from this company saying that they received an order from me. It was for three bottles of essential oils, I NEVER ORDERED THIS PRODUCT, and in fact, have never even heard of this product or know what it is! 

I tried to call them immediately to say I did not order and this is a mistake, but their voice recorder says they will not take calls and I must email or chat online. I immediately went on chat, they told me their was no way to stop the order and that it has shipped already, but if I did not order, no problem, just refuse the shipment when it comes. I ALSO sent an email immediately explaining also the above and that I would refuse shipment if it had already been shipped. I received a standard copy email back saying that they received it and will turn it over to their fraud division. I never heard back. I removed my credit card from their website instantly when this happened. 

In the meantime, this shipment came in TWO packages on different days. I was not home so XXXX dropped both shipments off at my doorstep ( 2 consecutive days ). I never opened them, just took them immediately to a XXXX local shipment office and said I was refusing these two packages. One was sent from the XXXX XXXX XXXX office, the other the next day from the XXXX and XXXX XXXX XXXX office in XXXX. The first one gave me a drop-off package receipt ( attached ), the other office said I did not need a receipt, it was to be shipped back under the same tracking number as refused. ( I have attached the record of that last shipment as received on XX/XX/18 at their office in XXXX, PA by a XXXX. ) I made several attempts to chat with them online and also emailed several times to follow up telling them that this was their mistake, it was fraud, I never ordered anything and refused the packages, I never heard back except to get standard copy email back saying they were working on it. 

This is total fraud. I have never ordered these things from this company, I never authorized this charge on my credit card, I refused the packages and had them sent back with receipts immediately unopened. I have offered communications also by phone and email and chat, getting nowhere. 

I am absolutely continuing this fraud dispute, and I will go to my attorney next. 

Regards, XXXX XXXX

Company response to consumer: Closed with monetary relief