Consumer complaint received 2019-08-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Amazon Chase processed a cancellation request of our card with them on XX/XX/XXXX as a lost/stolen card reissue though my wife and I made the call together to cancel this card after using it to make one purchase and paying that purchase immediately. This was our card number ending in XXXX. From that time forward we have documented evidence that all purchases made were tied to our Chase debit card ending in XXXX. In spite of this they claim we activated the card we had no knowledge of in XX/XX/XXXX, and made a charge for {$35.00} on XX/XX/XXXX and a charge for {$120.00} on XX/XX/XXXX which appear nowhere in our financial history. 

I made reasonable and fair requests to Amazon Chase a number of times to provide evidence of my alleged request for a lost/stolen card change on XX/XX/XXXX, the exact date I called to cancel, has not been fulfilled and they have also chosen not to fulfill my reasonable and fair request of full details concerning the two alleged purchases on my account which they repeatedly provide only the amounts for. This leaves two possibilities : they are unable to respond to my request because no such evidence ever existed, or they are unwilling to respond to my request due to possible employee misconduct which they may now be aware of. For these reasons and more, a complaint has been filed with the Attorney General 's Office as the first of many further steps I will continue to take based on the choice Amazon Chase has made concerning resolving this situation.

Amazon Chase made none of the alleged attempts to contact me by mail or phone. There is no returned mail to verify when no mail is sent. There are no voicemails or messages to my XXXX number and I will sign forms to have my phone account reviewed as evidence with every agency I deal with. The alleged Contact referred to in their response came from an XXXX area code number that was ringing my phone several times a day, and I gave that number to my friend who does investigative work. He determined that number to belong to an Amazon Chase collections department, and I have never received messages nor human contact from this number. 

The one exception to Contact I did receive came from XXXX at a number stated to be a Chase Executive Office at XXXX and extension XXXX. In a conversation with her I acknowledged the XXXX number, told her that if I receive human contact from Amazon Chase I will respond immediately, proved that by responding to her further calls, and asked her to have that XXXX number stopped. The result was several more calls per day from that XXXX Robo call phone number. XXXX said she would prepare documents in response and 10 days later I received photocopies of a generic credit card agreement that had neither my name, the name of Amazon Chase, any signatures, nor any other identifying information which I could see. She also sent 10 more envelopes of statements from a XXXX account which we have no knowledge of and never has had anything to do with us. I have kept all of this available as evidence. When I attempted to call her and tell her about this I found that the phone number was no longer active. This is a company that prefers direct contact with me only through accusatory statements sent to your Consumer Financial Protection Bureau and I will respect their wishes in response. 

I have documented evidence that all purchases made after the XX/XX/XXXX cancellation date of our Amazon prime credit card were linked to and paid for with our local Chase debit card account ending in XXXX. Some of that evidence is included here in the attached images of legitimate purchase is made before and after the dates of both alleged purchases Amazon Chase claims that I have made. In both shots containing a range of purchases, the alleged purchases they claim I made do not appear. Some of that evidence is included here in the attached images of legitimate purchases made before and after the dates of both alleged purchases Amazon Chase claims that I have made. In both shots containing a range of purchases, the alleged purchases they claim I made do not appear. The Chase branch I deal with, formerly XXXX XXXX, has been my only bank in California since XX/XX/XXXX and will attest to my sound financial history. I have prepared images to attach here showing my Chase debit card linked to transactions before and after the two alleged transactions in question but there is no way to do so in this Remarks section. Please provide me an email address to submit these images of evidence or I will submit a new complaint number in order to get these images of evidence to you. 

I will conclude my response in noting that my friend who does investigative work has thoroughly researched and examined the order of events that transpired here. My cancellation request of XX/XX/XXXX was apparently recorded by a card service employee as a lost/stolen card change request. In XX/XX/XXXX, after some time was allowed to pass, that new card number was activated without my knowledge. After further months were allowed to pass a small charge was placed with that number, followed by a larger charge place to that account number. According to my friends expertise this appears to be a situation where a card services employee did not process a cancellation request, but processed a card number change in order to use the account illegally and personally. This is identity theft, and credit card fraud. 

If Amazon Chase wishes to respond to this matter fairly, I am sure they will be happy to send me evidence of purchases or charges which will undoubtably be linked to a different state or location where I can prove that I never was at that time. If they choose to finally research the date of my cancellation request for evidence of that phone conversation, they should find out what actually happened instead. Until then, I will continue to pursue this with your bureau, the Attorney General Office, the Federal Trade Commission where this issue has already been filed, as well as a list of further options which I will continue to pursue until this is investigated and resolved. Thank you for your time and understanding.

Company response to consumer: Closed with explanation