Consumer complaint received 2021-09-24
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:
My complaint against Chase Card Services involves an unauthorized/fraudulent transaction charged by XXXX XXXX XXXX to my credit card on XX/XX/XXXX, in the amount of {$4700.00}. Attachment 1. The billing party identified on my credit card, however, was XXXX XXXX. Attachment 2. ( XXXX XXXX XXXX and XXXX XXXX are referred to as merchant. ) I did not order or purchase anything from the merchant submitting the charge or billing me, on or around XX/XX/XXXX. Moreover, neither Chase nor the merchant can identify the services or products charged or the dates the alleged services were performed or the product delivered. I contacted Chase within 4 minutes of when Chase notified me of the charge. 

The merchant on XX/XX/XXXX, claimed I purchased something or something was available to me for use, without identifying any product or service. Chase gave me until XX/XX/XXXX, to respond to the merchants claim. Attachment 3. On XX/XX/XXXX, at XXXX XXXX, before reading my response and 8 days before the XX/XX/XXXX deadline set by Chase, XXXX, a Chase representative, denied my claim of an unauthorized charge. The basis of the denial was a telephone conversation between XXXX and the merchant and a review of the merchants submission. Attachment 4. 

My unread response to the merchants claim was simple, I did not order, purchase, contract or in any manner contact the merchant concerning the unauthorized transaction. Moreover, the merchant did not identify any product purchased ; and the emails in the merchants submission were both undated and fake. Unfortunately, Chase never reviewed my response prior to making its denial. Attachment 4. 

The specific facts and dates are set forth in paragraph format. 

1. At XXXX XXXX, on XX/XX/XXXX, my Chase notification alert notified me that the merchant, had charged my credit card {$4700.00}. 
2. At XXXX XXXX  I notified Chase Disputes, by telephone, of the unauthorized charge. Chase temporarily removed the charge from my bill. 
3. On XX/XX/XXXX, the merchant filed a response claiming I either received the services billed or the merchant made them available to me. 
4. Chase instructed me to respond to the merchants response by XX/XX/XXXX. Attachment 3. 
5. I responded, by fax and priority mail in the late afternoon, XX/XX/XXXX, and the response was likely received between XX/XX/XXXX, XXXX. In my response I reiterated that I did not order, purchase, contract, or in any manner seek the services for which I was being charged {$4700.00}. Moreover, I informed Chase there was no description of the services alleged to be provided or available to me. Merchant nowhere in the documents describes the product purchased. The emails in the merchants response were undated and fake.

6. On several occasions, I stated to Chase I did not receive any services or merchandise from the merchant that relates in any manner to the XX/XX/XXXX charge ; that I am not receiving, nor have I ever received, or expect to receive, any services or merchandise from the merchant on the XX/XX/XXXX charge. 
7. I also informed Chase on several occasions, I did not enter into any contracts, agreements, or otherwise, either oral or written, by telephone, computer, or mail, or in person, with the merchant concerning the XX/XX/XXXX transaction. I provided Chase with my cell, landline and Internet records for the time period in and around XX/XX/XXXX. 
8. At XXXX XXXX, on XX/XX/XXXX, XXXX, the Chase representative denied my claim of an unauthorized charge indicating he spoke with the merchant and agreed with the merchant that I either received the services or the merchant made them available for use. Neither Chase nor the merchant identified the services supporting the charge. Attachment 4.

9. Chases XX/XX/XXXX denial stated it relied upon information available, which was exclusively the merchants response and XXXX telephone conversation with the merchant. The denial did not consider my response, which may not have even been delivered at that time. Attachment 2.

10. I informed Chase in my response and another submission I did not place any order, in any manner, using any device, with the merchant on XX/XX/XXXX, or at any time, in the amount of {$4700.00}. I offered to make this statement under oath and under penalty of perjury.

11. Since Chase was demanding I prove a negative ( i.e., that I never placed an order with the merchant ), I provided Chase, by email, on XX/XX/XXXX, with electronic copies of my cell and landline bills for the days around XX/XX/XXXX and a screenshot of my Sent Emails. I also stated I would authorize XXXX to release all my cell phone, landline and Internet records to establish I never had any contact with the merchant nor did I purchase any services from the merchant on XX/XX/XXXX, in the amount of {$4700.00}. 
12. Other than the merchant 's unauthorized/fraudulent charge, neither merchant nor Chase has provided any documentation of proof of purchase, a description of the product or services purchased, how the product was purchased ( phone, internet, in-person ), or any contacts with the merchant to purchase the product.

13. It is believed that the billing agent for the merchant, XXXX XXXX, kept my credit card number which it somehow secured from a XX/XX/XXXX transaction with XXXX XXXX XXXX, and used my credit card, without my permission, in an unauthorized manner, to defraud me of {$4700.00} on XX/XX/XXXX. It appears XXXX XXXX owns or does billing for several companies. 
14. Without an impartial review of my submissions, Chase is allowing the merchant to defraud me for {$4700.00}. Worse, neither Chase nor the merchant can explain what the merchant alleges I purchased, and there is no dated or electronic documentation to support the charge, other than the credit card charge submitted by XXXX XXXX XXXX but billed by XXXX XXXX.

Company response to consumer: Closed with monetary relief