Consumer complaint received 2020-05-22
Company: JPMORGAN CHASE & CO.
State: KS
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:
XX/XX/2020 XXXX : I received an alert from Chase Bank Fraud Services alerting me to a declined charge of {$390.00} to XXXX for my credit card ending in XXXX. The alert asked if it was me, to which I responded NO. I then received a message asking me to contact Chase and the card was unable to be used until I contacted Chase. Please see attached file FraudAlert.png. 

XX/XX/2020 XXXX : I called Chase services and had a 5 minute and 3 second phone call regarding the alert. During this phone call I confirmed with Chase that the XXXX charge was fraudulent and I had not initiated it. During this call, recent transaction history was also reviewed. I found that one additional fraudulent charge appeared on my account to XXXX XXXX for the amount of {$27.00} dated XX/XX/2020. The Fraud services rep assured me at this time that the XXXX charge would not go through and that the XXXX transaction would be investigated. Additionally, the card ending in XXXX was cancelled at this time and a new card was to be mailed to me. 

XX/XX/2020 XXXX : I received a confirmation email from Chase confirming my fraud claim and stating : We closed your Chase Freedom credit card ending in XXXX to protect your account. Please see attached file XXXX-Email.pdf. 

XX/XX/2020 : A noticed is posted to my Chase XXXX account with an update to my fraud claim. The notice contains generic language regarding the process and lists the XXXX XXXX charge of {$27.00} on the Schedule of Unauthorized Transactions. Note : at this time, the XXXX charge is the only charge I have been aware of that actually posted to my account. It is my understanding the XXXX charge of {$390.00} was blocked prior to going through, based on the initial fraud alert. Please see attached file XXXXNotice.pdf. 

XX/XX/2020 XXXX : I receive an email notification regarding a new letter or notice having been posted to my account. This notice is dated XX/XX/2020 and contains the findings that the XXXX XXXX transaction of {$27.00} was deemed fraudulent and I was not responsible. Additionally, it states that it finds me responsible for a {$1000.00} charge to XXXX XXXX dated XX/XX/2020 with the stated reason being You received benefit from this transaction.. Note : I have not conducted any business with XXXX XXXX and this is not a valid transaction. I am not responsible for this transaction. Additionally, this is the first instance of me seeing this transaction or having been made aware of this transaction. This transaction did not appear on my credit statements previously, I believe because the transaction was associated with the XXXX card which was closed ( according to Chases own statements ) XX/XX/2020, 19 days prior to this transaction date. Please see attached file XXXX-Notice.pdf. 

XX/XX/2020 XXXX : I sent XXXX a follow-up email due to their phone contact information directing only to an automated service saying they are not currently taking calls and to contact the standard customer service line. The email contained statements reiterating that I have not conducted business with XXXX XXXX and that the charge they are finding me responsible for is indeed fraudulent. I include a brief summary of events in the email as well. Please see attached file XXXX. Note the leading account numbers in this email have been redacted for securitys sake and the XXXX last four are that of the new, replacement card. 

XX/XX/2020 : I received a voicemail from Chase requesting that I call them. I have XXXXwo phone calls with Chase. XXXX at XXXX for XXXX XXXX before interference on the line makes the audio unintelligible. I call back at XXXX and have an XXXX XXXX conversation with the Fraud Department regarding the findings and reiterating that I dispute this charge and that it is fraudulent. During that call the fraud department mentions that there were several transactions of varying amounts from XXXX XXXX that attempted to go through after the initial fraud was reported. I can not speak to the details of the amounts as that information was not visible to me due to it being on the old and cancelled XXXX card. The Chase representative assured me that they would forward this information on and that someone would contact me within the next 24 business hours who could resolve this. I was not contacted. 

XX/XX/2020 XXXX : I receive an email notification regarding a new letter or notice having been posted to my account. This notice is dated XX/XX/2020. The notice states that Chase has reviewed my fraud claim again and confirmed that the transaction is valid. In addition to some generic verbiage, the following statement is included : We assure you that we researched your fraud claim thoroughly. Again, the contact information listed on the form directs to an automated service stating they are not taking calls. Please see attached file XXXX-Notice.pdf. 

XX/XX/2020 XXXX : I call Chase customer service and am directed to the Fraud Department and have an XXXX XXXX conversation. During this conversation the fraud representative is confused and looks into the account. They tell me they are unable to give any details regarding the investigation and that the charge has been deemed valid. They provide contact information for a specific representative. I am told if she does not answer, to leave a voice mail. Upon calling, I am greeted with a voicemail message stating due to COVID-19 she is not in the office and not able to monitor voicemails with no stated return date. Due to reaching a dead end, I sent a follow-up email to XXXX stating my need to talk to someone who has the ability to resolve this situation. Please see attached file XXXX-SentEmail.pdf. 

Key Points : The charge in question is truly fraudulent. 
I have not conducted business with XXXX XXXX and I have rented no cars in this time frame. 
I contacted Chase immediately upon notice of the fraud on XX/XX/2020 and have diligently responded quickly to their further developments. 
The initial fraudulent XXXX XXXX charge was blocked by Chase by their own internal fraud monitoring systems. 
The {$1000.00} charge Method is listed as Online, mail or phone with a transaction date of XX/XX/2020, despite the card having been closed by Chase on XX/XX/2020. Please see attached file TransactionDetails.pdf. 
The charge has been posted to my account with a posting date of XX/XX/2020. 
I have been provided no supporting documentation for Chases findings. 
I have been given the run-around and have reached the end of my recourse available to me from Chase directly.

Company response to consumer: Closed with monetary relief