Consumer complaint received 2017-10-26
Company: JPMORGAN CHASE & CO.
State: TX
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:
All times are cst/cdt. 

XX/XX/XXXX XXXX We were notified by email of possible fraudulent charges on our account : On XX/XX/XXXX, a transaction in the amount of {$320.00} was attempted at XXXX XXXX, a retail store, in XXXX, california , United States . 

XX/XX/XXXX Called Chase and confirmed that we did not make the purchase ; they initiated claim # XXXX XX/XX/XXXX XXXX Received email saying amount would be credited temporarily. 

XX/XX/XXXX XXXX Receive email stating that they believe we did make the purchase : Thank you for providing information about the transactions on your account. We researched the items you reported onXX/XX/XXXX and decided they do not require any correction. We are reversing the temporary credit of {$320.00} on XX/XX/XXXX. We will also reverse any applicable fees or interest. We 've included a summary of your transactions. If you have questions or would like to request the information we used for our research, please call us at XXXX. We 're here to help anytime. 

XX/XX/XXXX XXXX Called fraud department and spoke to XXXX . I asked for the information used for their research and she said she would mail it to me ( could not provide over the phone or electronically ). She said I would receive in the mail within 7-10 days. She told me that the evidence they had showed our address and information on the order form. 

XXXX XXXX Had not received the information so I called back. The person I spoke to said it was mailed and that she would mail it again. I asked to speak to a supervisor and she transferred me to the escalation team. The gentleman I spoke to said that our address and personal information was on the order form so we must have made the purchase. I then convinced him to give me some of the information used to determine that we had made the purchase. He provided the following : -XXXX purchase -Done through XXXX -Purchased a XXXX -Tracking number for the delivery : XXXX I quickly looked up the tracking number and it said the XXXX was delivered to XXXX, NY. I live in XXXX XXXX, TX. The person I was speaking also looked it up and seemed perplexed and said that he had never seen that case before. He then reaffirmed that we made the purchase and he could not change that decision. He then added that I could go into a banking center and someone there could call into the fraud department, get the information used to determine that we made the purchase, and print it for me. 
XX/XX/XXXX XXXX I go to the Chase banking center located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX , TX  XXXX. I spoke to XXXX XXXX and he was very eager to help. After an hour of him on the phone with the Chase fraud department, he told me that they would not send him the evidence because it had someone elses personal information on it. He then told me the fraud department said they were going to reprocess the claim and he implied ( could not guarantee of course ) that the claim would be reversed and we would be credited for the purchase. The fact that someone elses info was on the order form meant we did not make the purchase. I left there feeling like this had been resolved. 

XX/XX/XXXX XXXX Receive another email stating that they believe we did make the purchase : Thank you for providing information about your disputed transactions. We researched your claim and determined that the transactions are valid, so they will remain on your account. 
We 've included a summary of the transactions we reviewed. If you have questions or would like to request our research documents, please call us at XXXX. We 're here to help anytime.

Company response to consumer: Closed with monetary relief