Consumer complaint received 2018-10-03
Company: JPMORGAN CHASE & CO.
State: CA
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:
My name is XXXX XXXX. I am a customer with two credit cards with Chase. I opened a case with the CFPB back in XXXX with case # : XXXX since then my issue has not been resolved. Recently chase has been contacting me in regards to my complaint for account ending in XXXX this case is related for fraud related purchase. When I first submitted my complaint I explained to them over and over again that the charges that were done on my account in the amount of {$8300.00} were not done by me and I received no benefit from the purchases. After submitting my complaint it was investigated and I receive a response regarding the case and i received an official statement of my account. On the statement it states that I received a credit back for the amount of {$5500.00} but still have a remaining balance of {$3100.00} with a payment due date on XX/XX/2018. I called back on XX/XX/XXXX18 and the representative that took my call stated that I had a remaining balance of {$3100.00} i stated how can that be if in my original complaint i disputed for the amount of {$8300.00}. He looked over the account with the remaining purchases and said that it's weird that those purchases went added to case and went ahead and added the remaining purchases to the case and stated that all the remaining purchases will be removed from the account and will be reflected on the account within 4 business days. They were all removed and I left the situation as it is. Almost a month has passed by and I recieved no resolution letter regarding that case. I decided to check online when I checked to see what is going on it says that instead of owing the original amount of {$8300.00} I now owe almost {$12.00} XXXX. On XX/XX/XXXX2018 I called back the fraud department to ask what is going on and the representative stated that after the review they claimed that I received benefit from the purchases and that is why I see that balance now. I stated again to the representative that how could that be if I keep telling them over and over again that all the purchases made on the account were all fraudulent and I received no benefit from the purchases that were done on my account.She advised me that they will re-evaluate my account and contact me if there are any questions. If a company sends you a official statement saying that you just owe {$3100.00} and then later reverses the decision then why send me a official statement in the first place instead of honoring their word? Because of this I am reopening my complaint against chase and hoping there is some positive resolution regarding the fraudulent transactions done on my account. Why should I be held responsible for the transaction that were not authorized by me and I received no benefit from them? Attached to this complaint is the statement saying that i just owe {$3100.00} and as well a screenshot of my most recent outstanding balance of {$12000.00}

Company response to consumer: Closed with explanation