Consumer complaint received 2019-01-30
Company: JPMORGAN CHASE & CO.
State: MA
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:
My XXXX account was hacked during XXXX XXXX. I did not notice it until I received a XXXX XXXX on Monday XX/XX/XXXX, which was not ordered by me. Someone used my Chase credit card saved on XXXX account to make the order. 

I had reported this unauthorized transaction to both Chase and XXXX right after I found it out in the morning of XX/XX/XXXX. But so far, it is not solved and Chase decided that I should be responsible for the {$970.00} ( {$900.00} for the computer, {$69.00} for shipping ) billed by XX/XX/XXXX. 

During my first conversations with Chase on XXXX on XX/XX/XXXX, XXXX told me that since the item was sold by a third party seller using their platform, they are not responsible for return. XXXX suggest that I consult Chase for further action. Chase replaced my credit card and also told me that I should not be responsible for the {$970.00}. 

In the package I received, there was no shipping receipt. There is only the shipper 's information on the outside of the box, which is a private person 's last name, first name initial, address and a phone number. I called the number, nobody answered. 

So I have to wait for Chase for further instructions. However, on XX/XX/XXXX, Chase rebilled me and claimed that ( 1 ) XXXX provided them the correct mailing address and email address of mine ( 2 ) I have the benefit of the transaction, which means the laptop is in my hand. 

I am shocked by Chase 's ridiculous solution and reasoning. 
( 1 ) Of course, XXXX is able to provide my correct information because I have XXXX account and made purchases previously. 
( 2 ) And the reason that the computer is still in my hand, is because I am waiting for either chase or walmart.com to help me find out how to return the item and resolve this unauthorized transaction issue. I still kept the XXXX XXXX sealed its original package in a corner of my living room. In addition, I am not benefited at all. I have already four computers at home ( two desktops and two laptops ). I do not need any other computer. Not to mention that the XXXX XXXX shipped to me is a 2-yr-old model. The seller not only charged for a price more than its current value, he/she also charged an absurdly high shipping price. How can I benefited from this useless stuff that was not ordered by me? 

I made a phone call with both Chase and XXXX again on XX/XX/XXXX, 29.   There is no progress at all. 
( 1 ) XXXX informed me that from their end, the case is closed. It was not them who rebilled me. 
( 2 ) Chase disputing department said I have to provide documentation to prove that I did not made the order. But how? How should I prove that it was not me who went to XXXX to make the order? I have already provided everything I know to them. 
Based on XXXX 's information, the order was placed on XX/XX/XXXX and shipped out by overnight XXXX. I anyway had no time to prevent from receiving it. Also I live in a high rise apartment, we have management office to take care of receiving packages so I did not have a chance to refuse accept of the item. However, I did inform both XXXX and Chase in the earliest chance I can of this unauthorized transaction. 
I think XXXX should have the resort to provide the IP of the fraudulent buyer. It is Chase 's job to work with XXXX on this. 
( 3 ) Chase disputing department also said that as long as the address and card number are correct, there is not necessary to verify the three digits secure code on the back of a credit card for Chase to approve a transaction. ( What!? I AM SO SURPRISED BY THIS NEWS ). So when a card holder is hacked, Chase is not responsible for their loose security policy. Not to mention this card has {$90.00} annual fee but there is no security guarantee at all. 

On XX/XX/XXXX, Chase ( XXXX ext XXXX ) set up a three-party phone conference with me and XXXX customer service person. XXXX person tried to call the third party seller during the conference, but could not get through. This XXXX person said it gave him an impression that the phone number is not a real business number and there must be something wrong. But this person refused to provide any further information of the third party seller to either me or Chase unless police is involved. That is, XXXX asked me to call police. Even in this situation, Chase still made no comments but only said that they will continue to investigate. 

I called my local police office ( I can provide the phone number ) after the conference call. Officer ( I can provide his name ) helped me filed the report. However, the officer said police has no procedure to contact either chase or XXXX concerning this case. It should be Chase, the bank, to do the investigation. 

I passed over the information of police report to Chase. However, after I have done everything they asked me to do, until today ( XX/XX/XXXX ), when I called Chase at ( XXXX ext XXXX ), it made no progress. The amount of money is still on my account.

Company response to consumer: Closed with explanation