Consumer complaint received 2021-01-19
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In XXXX of XXXX my XXXX XXXX account was hacked. I had received several bogus emails from XXXX prior to this and I suspect this is how my account was accessed, the emails stated that they closed my account on my request and I tried to answer to say no I had not lost my account. About the same time, I opened a Chase Amazon account to use for XXXX purchases. I was supposed to get a {$100.00} credit, which did not happen either. 

The first month I had this card, the first time I used this card, I received a bill via mail with eight large charges on it totaling around {$2500.00}. In the three decades Ive been a customer of XXXX I have never made this size of charges in one month. I was not able to find a telephone number for customer service at XXXX so I went to the chat line, the woman I spoke with assured me they were not my orders and said they would clear the matter up. Next day I contacted Chase to tell them what happened and said XXXX would be contacting them to settle with their financial department for XXXX. 

I worked with people from XXXX to go through the account. We listed which items I had purchased separate from the large charges and I paid for everything I had ordered and received, this was don via email. The bogus charges were never ordered by me, indeed, I never saw what the merchandise was, only a long list of numbers appeared on the statement. XXXX said the matter was settled and they informed Chase to remove the fraudulent charges. I had already been locked out of my XXXX account. I asked Chase to close the credit card account and not open a new onethey disregarded my instructions and sent a second card. 

A few months later I began to be billed again by Chase via email for all the fraudulent charges. I have talked to them many times, spent hours of my own time, been cutoff, put on hold for so much time that the call drops. I called XXXX once more and spoke to a person who actually apologized for the treatment I had received ( I really thought he would help ). Again, The person reiterated that the purchases were not mine. He said papers had not been filled out and would be taken care of it. Nothing. 

Yesterday I went into a local Chase and they say I did make the purchases because the hackers have my name and address, which I would imagine happens when an account is hacked, I asked whose computer the orders came from, and was told Chase has their own way of checking fraud claims. These charges still are not mineI did not order them, I did not receive them, whatever they are ( on one call the woman asked did I order mens leather pants? ). I see that my credit rating has dropped, but I will not pay for goods that I did not buy. I have been told over and over that someone would get in touch in two days, or one week, it never happens. This has been going on since XXXX! I would think both companies would take their security more seriously but perhaps they are so big they dont care. 

XXXX XXXX

Company response to consumer: Closed with explanation