Consumer complaint received 2021-09-10
Company: JPMORGAN CHASE & CO.
State: NH
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:
On Saturday night, XX/XX/21 at approximately XXXX, I received an email confirmation for a XXXX order of {$67.00} which I did not make or authorize. The receipt showed a delivery address of XXXX XXXX XXXX XXXX, XXXX, FL XXXX, XXXX. I live in New Hampshire, I wasn't in XXXX and I have never ordered from XXXX  so I was instantly on alert that this was a fraudulent charge. I immediately called Chase credit card customer service to report the unauthorized charge. I had the physical credit card in my possession. The representative said the credit card would be frozen, the charge would be disputed and flagged as fraudulent and they would issue me a new credit card. About an hour later I received a 2nd email from XXXX that the order had been dropped off. About 15 minutes later I received a 3rd email from XXXX that my account had been deactivated because abnormal behavior was detected. 

On XX/XX/21, I received a letter from Chase saying that I am responsible for the {$67.00} because they determined that " you received benefit from this transaction '' which is completely false. I called them and explained this was fraud, I did not make this purchase. The representative said the investigation team was able to confirm I had a XXXX account with prior activity ( which is not true ) and that the geographic location was confirmed. When I asked what this meant I was told that the IP address used to place the XXXX order was from a computer in MINNESOTA! I again explained that I live in New Hampshire and was not in Minnesota to place a food order to be delivered to XXXX, Florida. The representative said this was odd and that since I was not in Minnesota she didn't know why I was being held responsible for the charge. She said she would submit a 2nd dispute requesting another review and explained that the geographical area did not make sense. 

On XX/XX/21, I received another letter from Chase telling me they were confirming their original findings that the transaction is valid and the {$67.00} will remain as part of my account balance. It went on further to say this fraud claim is now closed and they have researched it thoroughly. This is ridiculous ..... 

Please note : my husband is also a user on this credit card. He was with me the night of the original fraudulent charge and was present when I called Chase. He was not in XXXX, Florida or Minnesota at any time. He has never ordered from XXXX. He also had his Chase credit card in his possession at the time the transaction went through. My credit card statement will show that we did not make any purchases in the state of Florida or Minnesota. 

I have had this particular Chase credit card for over 18 years and have charged thousands of dollars through the years. I pay my balance in full every month without exception. I find it completely offensive and irresponsible on Chase 's part to try to pass the buck on this by determining I made this charge and benefited from the transaction. I do not want to pay the {$67.00} however I fear that if I do not it will be reported to consumer credit reporting agencies as delinquent and tank my credit score.

Company response to consumer: Closed with monetary relief