Consumer complaint received 2021-07-10
Company: JPMORGAN CHASE & CO.
State: FL
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:
I found out that my Chase credit cards had been corrupted. Naturally I contacted Chase bank immediately to find out what recourse I had. What would they be able to do in my behalf to remedy the problem. Chase representatives had me on the phone for several hours, mostly on hold, transferring me from department to department. I asked the clerk for their names, but they refuse to share that with me. The clerks recognized the fraudulent charges, and cancelled my current credit card and issued a new one. I was asked to carefully explain each of the transactions supplying the bank with as much information as possible. I was then told I was dealing with the Customer Service Department. I had to be transferred to the Fraud Claims Department. Thus, the process began all over again. I spent another several hours of explaining what had transpired. The clerk told me that they would remove the fraudulent charges and I would not be responsible. Further, they were going to perform an investigation in the fraudulent charges. I was satisfied with that resolve. Unfortunately, that resolve was short lived. Approximately one month later the several of the charges reappeared on my credit card statement. I immediately called the Fraud Claims Department. They said they investigated the fraudulent items and found them to be legitimate. Two fraudulent charges were in the name of XXXX. This company produced an XXXX  game that is played by the younger population. They ( XXXX XXXX listed their telephone number on the bill. I called them only to learn their phone had been disconnected. I reported this to the Fraud Department to no avail. My wife and I are in our eightys. We do not own a smart phone. We live in a senior citizen facility so there are no youngsters living with us. The next charge was from a company in XXXX for {$350.00} dollars. The Fraud Person said they had the tracking number which they shared with me. I was told it was sent via XXXX and received by me. I immediately called XXXX and gave them the tracking number supplied by the XXXX XXXX Department. XXXX said the number was not theirs as they have a code at the beginning of the number. They suggested I call the United States Parcel Service. I immediate made that call. The United States Parcel Service said they had no record of that number. Once again I reported this conversation with your Fraud Claims Department. I literally performed my own investigation of the claims that the Fraud Claims Department said they were going to do. Had they really performed their duties, this matter would have been immediately resolved. I actually spent more than 6 hours on the phone doing everything I could to prove this was not a charge I incurred. Chase staff completely ignored everything I had to say and reinstated the fraudulent charge. These charges amounted to over {$500.00}. 
What was the most troubling for me personally was the conduct and attitude of the Chase Bank employees. No one would give me their name, no supervisor would give me their name or telephone number so I could converse with when I obtained additional information. Here I thought Chase would be representing my best interests and protect me.

Company response to consumer: Closed with explanation