Consumer complaint received 2022-03-29
Company: JPMORGAN CHASE & CO.
State: MD
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:
Complaint and Claim against Chase Credit Cards On Tuesday, XX/XX/XXXX, I called XXXX, which I found from XXXX searches for " how to retrieve disabled XXXX accounts. '' XXXX XXXX answered my call, asking for my email address, home phone number, cell phone, and street address. 

After a short silence, XXXX said that he found five hackers located in three states : CA, OH, and TX, and two countries : XXXX and XXXX, who had hijacked my XXXX account, that his team of tech specialists had removed CA and OH, but they would need more tools to defeat them. So, he instructed me to purchase two {$100.00} XXXX XXXX XXXX XXXX from a local tech store, like XXXX Superstore or XXXX XXXX, if I wanted to have my disabled XXXX account recovered by his team, who would use the cards to purchase additional tools to recover it. 

XXXX assured me that XXXX 's security system was flawed, thereby allowing hackers to hijack many XXXX accounts and use them for human trafficking, illegal drug distribution, and even for hacking into some XXXX account owners ' bank accounts to steal all the money therein. XXXX hired him, he added, citing badge XXXX XXXX XXXXXXXX, and his team, to recover these disabled accounts. He promised he would refund me the {$200.00} once my account was recovered. 

Being in a desperate state of mind to have my disabled XXXX account reinstated as soon as possible, I went on to purchase the {$200.00} worth of XXXX XXXX XXXX XXXX from XXXX XXXX by using my Chase credit card and then read to XXXX the numbers on the two XXXX XXXX. Promptly, he promised to start the process of recovering my disabled XXXX account and gave me his direct phone number, XXXX, for a follow-up call. Shortly later, I dialed it twice, only heard " Text mail subscriber is not available. Leave a message. '' I left two messages but received no return calls. 

The next day, Wednesday, XX/XX/XXXX, I re-dialed the direct number. XXXX answered, saying that, after having used my XXXX Cards to get the necessary tools, his team was able to remove the TX hackers, he would now need one {$500.00} XXXX XXXX XXXX to purchase more powerful tools to defeat sophisticated hackers in XXXX and XXXX while urging me to purchase the above card ASAP before the remaining hackers realized that his team was going to apply the XXXX XXXX system to defeat them. In reply, I told him Id need a few days to think about his new need. And I have never called him again. 

On the evening of XX/XX/XXXX, I called XXXX and reported the above fraudulent incident to Chase credit cards. Having gathered all the necessary information from me, the staff concerned assured me that I was a victim of a scammer, that a credit of {$200.00} had been temporarily posted to my account, and that, once I submitted to them a Police Report, the already credited amount would become permanent. In fact, the {$200.00} credited amount did show up on my subsequent monthly statements. 

On XX/XX/XXXX, having obtained a Police Report, written under Complaint/Incident # XXXX, by Officer Runkles, XXXX # XXXX, Contact Phone # XXXX, I called Chase cards to give them the required police information so they could convert the posted {$200.00} credit into a permanent one as promised. 

However, Chase cards staff summarily informed me that no Police Report was needed, that they were in the process of collecting input from XXXX XXXX, and that, if anything else was needed, I would be notified. 

All of a sudden, around XX/XX/XXXX, I received a mailed update of XX/XX/XXXX from Chase cards, saying We consider the disputed charge ( s ) valid, and adding, You disputed the charge ( s ) because you believed the merchant didnt provide the services you purchased. 

Astonished, insulted, and infuriated, I called Chase cards, objecting to the absolutely misleading and incorrect update, while making reference to my earlier XX/XX/XXXX call to them, and challenging them to listen to its recorded conversation, wherein I had explicitly recounted the scamming incident, in which the merchant, XXXX XXXX, was not my reported scammer at all. 

Chase cards conveniently ignored my challenge. Having blatantly thrown away their promises made on XX/XX/XXXX, I explicitly informed them that they had turned me into a victim of their newly created scamming scheme. 

Thenceforth, Chase cards began to play a game that passed me back and forth several times in my calls like a ball between their disputed and fraud departments in an apparent attempt to wear me down so I could give up my months-long credited {$200.00}, which was suddenly and blatantly removed later with apparent arbitrariness and caprice. 

On XX/XX/XXXX, I called Chase cards and spoke with XXXX XXXX, Account Supervisor, who offered to settle my case with a {$100.00} courtesy credit, which I neither declined nor accepted. He assured me that his offer had no expiration date. 

On XX/XX/XXXX, I called Chase cards, speaking with XXXX, XXXX, XXXX, and XXXX, prior to eventually reaching an Account Supervisor, who said his name was XXXX. He arrogantly offered to process the existing {$100.00} courtesy credit if I agreed to accept it as a settlement based on their manufactured incident that I had accused XXXX XXXX of being a scammer. 

Having considered the latest twisted position of Chase cards, I find that, had I yielded to and accepted their manufactured incident, I would be participating in an obvious falsehood, which, by default, would be contradicting with and nullifying the truthful accounts, which I shared with them in my call to them on XX/XX/XXXX, and which I subsequently reported to the Police. 

Whereas Chase cards : ( 1 ) had actually credited for months on my account the legitimate {$200.00} credit following my phone report to them on XX/XX/XXXX of the above incident, which they already determined as a scam ; ( 2 ) never disputed or made any comments referencing my phone report on XX/XX/XXXX concerning the scamming incident ; ( 3 ) steadfastly refused to acknowledge a completed Police Report, which they originally required, in spite of my repeated phone calls to give it to them ; ( 4 ) blatantly removed my months-long legitimate {$200.00} credit all with apparent arbitrariness and caprice ; and, ( 5 ) dishonestly manufactured an untrue incident that introduced XXXX XXXX as a tool to unlawfully coerce me to eventually accept their scamming offer of a {$100.00} courtesy credit to settle my case, I hereby stand firm on my complaint and claim to have Chase cards recredited the legitimate {$200.00} on my credit card account. 

May I request that Chase cards contact me via XXXX only? 

Thank you so much. I am certainly grateful for your time and consideration on this matter. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation