Consumer complaint received 2022-01-17
Company: JPMORGAN CHASE & CO.
State: NJ
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:
On XX/XX/XXXX, Chase sent me a text message about possible fraud. The text message stated : Chase Fraud : We declined {$690.00} with card ending XXXX at XXXX XXXX XXXX. Was this you? Reply YES or NO. If yes, you will not be charged unless you try again. If no, we will close your current card and send you a new one. Msg & data rates may apply. 

I immediately reviewed the questionable transaction and determined it was fraudulent. As a result, I responded No to the text message inquiry set forth above. 

Based on the notification of this fraudulent activity, I reviewed the rest of my statement and I realized that there were several other fraudulent transactions. Each of the fraudulent transactions occurred at homedepot.com. 

I had also received 3 packages addressed to a XXXX XXXX. I called Chase and explained that I received packages that were not mine. The Chase Representative asked what I was going to do with them and I said I would return them. The Chase Representative said she would note the file. 

At no time during my conversation was I advised that I was required to return the packages to XXXX XXXX. Because of Covid I am not currently working in my physical office. As a result, I put the packages in my trunk and forgot about them as I was not leaving my house. Had Chase advised me that I was required to return the packages and to obtain proof to demonstrate that I neither ordered the packages nor were they addressed to a person residing in my home, I would have done so the next day. However, the Chase Representative failed to provide me with any further instructions to timely process my claim of fraud. Due to the failure of the Chase Representative to provide guidance on assisting me with my claim of fraud, I could have just thrown the packages out. Notwithstanding, I reviewed the next two account statements and noticed that all of the charges were removed from by bill. Thus, I thought the matter was resolved. 

On XX/XX/XXXX, I was driving past a XXXX XXXX just before XXXX p.m. and recalled that the packages that were not mine were still in my car. I, therefore, stopped at the XXXX XXXX and dropped each of the packages off with the customer service desk. As I did not purchase these items and knew that Chase had removed them from my account based on my fraud dispute, I did not get a receipt for their return. The store wanted to refund my account. However, I explained that Chase had already refunded my account because these were fraudulent transactions that I directly disputed with Chase. The XXXX XXXX employee advised me that they would put the items back on the shelves. 
I then received my next months bill for my Chase account and the items that I disputed were back on the bill. I was never notified that the disputed transactions either required further information and investigation by Chase or that they would not be considered fraudulent and removed from my bill permanently. As a result, I called Chase again and spoke to an extremely nasty representative who told me that I returned the items too late, that I had a responsibility to do this, and that I was at fault. 

I find the manner upon which Chase has handled this already stressful situation to be frustrating, disturbing and an inappropriate way to treat a customer of Chase. 

I advised the rude Chase Representative that since the time I learned of these fraudulent transactions, I have returned the items that were mailed to a XXXX XXXX. As to the additional items that appeared on my statement, I did not receive any other packages. Thus, there is nothing for me to return to the store. Clearly, I can not return an item that I did not receive. Nonetheless, the Chase Representative kept telling me that it was my responsibility to return these items. I demanded to know where the other packages were sent since they were made on homedpot.com and I did not receive them. The Chase Representative told me they could not provide me with that information. 

Had I known that the disputed transactions were still under review by Chase, rather than closed as fraud, I would have taken further action. However, not only did I believe that the matter was resolved as fraud but I was not advised that any further information was needed by Chase to investigate the fraud claim. I truly thought this was resolved in XX/XX/XXXX after I first reached out to Chase. 

I spoke with another Chase Representative on XX/XX/XXXX and advised them that I was unable to file a police report yet because I had just tested positive for Covid and was under quarantine. I was advised by the Chase Representative not to worry and to pay my statement balance less the charges that were disputed. I complied with the Chase Representatives instructions. I then came to learn that on the next statement I received, I was being charged interest on the disputed charges. Thereafter, I finally received a written communication from Chase that the fraud investigation did not believe my dispute and I was responsible for the charges I neither made nor authorized. 

On XX/XX/XXXX, I filed a police report. I believe that the manner in which Chase and its representatives have handled this already stressful situation constitute an Unfair, Deceptive, or Abusive Act or Practice ( UDAAP ) under the Dodd-Frank Act. I intend to file a complaint with the Consumer Financial Protection Bureau that this matter has been handled in an unfair and deceptive manner. I was not provided any instruction on what Chase needed to review my claim of fraud, I was not timely updated that the fraud investigation was ongoing or that additional information was required for Chase to investigate. Based on these failures by Chase, I was likewise not advised that Chase would reinstate the disputed charges if I did not provide further information to further verify my fraud dispute. 

There were a 9 charges for a total of {$3500.00} that are not mine. There is also {$95.00} in interest that should be removed.

Company response to consumer: Closed with explanation