Consumer complaint received 2022-12-09
Company: JPMORGAN CHASE & CO.
State: CA
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:
Problem : Two fraudulent charges were made on my Chase credit card. 

Sequence of events : XXXX XX/XX/2022 at XXXX XXXX I received a text message from Chase Fraud stating that they declined a charge of {$1600.00} from a vendor called XXXX XXXX. Was this you? Reply YES or NO. 

I responded to this text on Sunday XX/XX/2022 at XXXX XXXX with an immediate NO. 

I then immediately logged into our Chase mobile app and noticed another charge by the same vendor, of {$1600.00} which Chase allowed. I called the credit card company at XXXXXXXX XXXX on Sunday XXXX XXXX to notify them that both charges were fraud, and that I had nothing to do with either transaction. Chase directed me to cut my current credit cards up while they closed my cards. I was told the fraud department was going to investigate while new cards were being mailed out. 

The charge of {$1600.00} was removed ( temporarily ) from my credit card balance shortly after the XXXX, while the fraud department was investigating. 

It was not until Wednesday XX/XX/XXXX that the charge of {$1600.00} re-appeared on my mobile credit card balance. I immediately contacted Chase to find out why this fraudulent charge reappeared on my credit card balance. After talking with several Chase employees on the XXXX around XXXXXXXX XXXX, I was transferred to the proper department within there organization, the Fraud Department. Well it was then that I found out that their specific division closed for the night at XXXX XXXX  I started looking through my mobile app and noticed a message regarding the fraud investigation just landed in my file. The outcome from the fraud department stated that I was responsible for the {$1600.00} charge, and came up with the " reason '' was that " I received benefit from this transaction ''. I became instantly upset for obvious reasons, I did not make either of those charges. I reported it immediately, and was not instructed that anything else needed to be done. 

On Thursday XX/XX/XXXX at XXXXXXXX XXXX  ( XXXX XXXX ) I called the Fraud Department. The employee ( XXXX XXXX answered the phone to assist me with my concern. I explained to XXXX that I properly reported the fraud charges ( charges in which Chase brought to my attention via text initially!! ) When asked why Chase thought that I benefited from the transaction the exact response was " well they ( XXXX XXXX  ) had your home address and email address, so it must have been you that placed the order ''. Really .... this does not prove anything... they obviously hacked into the Chase system. I have never done business with this company, and I've been a loyal customer of Chase ( checking account ) for over 15 years. I was shocked that this response by the fraudulent vendor was enough to accuse there loyal customer ( myself ) from creating a false claim. Again, a claim that they initially noticed ..... 

The call on Thursday XX/XX/XXXX ended with XXXX re-opening the case, however no outcomes were resolved during this conversation. At this point I have zero confidence that Chase will come to the correct resolution.

Company response to consumer: Closed with monetary relief