Consumer complaint received 2022-12-25
Company: JPMORGAN CHASE & CO.
State: TX
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:
I disputed 3 charges on my Chase credit card account : {$66.00} on XX/XX/2022 {$54.00} on XX/XX/2022 {$54.00} on XX/XX/2022 This dispute was initiated XX/XX/XXXX, when I called Chase about a series of unauthorized charges on my Chase credit card. Chase customer service initiated a fraud investigation leading to issuance of a new credit card. Ultimately, Chase determined there was no fraud. I called Chase customer service again and was told the claim should have been handled as a dispute, not fraud. I was told to submit a letter detailing the disputed amounts. I did so and was later asked to provide additional information. Nearly 2 months passed with no communication from Chase and I noticed that the charges were now back on my billing statement after previously being removed. I called Chase customer service and was told to wait for communication from Chase customer service for clarification. I paid the balance for my credit card minus the disputed unauthorized charges. 

On XX/XX/XXXX, I received 3 letters from Chase regarding the disputed charges. The letters appeared to be partial duplicates asking for additional information on this claim. I answered the questions posed to me on the sheets. I utilized the Chase website to upload the handwritten responses and letters detailing the unauthorized transaction. 

Details : On XX/XX/2022 I made an online 1 time purchase for {$7.00}. The purchased item was an aftermarket outdoor action recorder. The purchase amount was for shipping and handling. This camera was basically garbage and did not work as described. Unbeknownst to me, at that time, the company signed me up for a monthly subscription. I was unaware of the monthly charges due to monthly automatic payment and high CC charges in that time period where I did not scrutinize my bill. I disputed the charges when I became aware of them and a fraud investigation was initiated. I did not authorize the purchase and did not agree to a monthly subscription plan. Further, I never received any subscription item or value from those 3 charges. 

It should be noted that I spoke with the merchant ( XXXX ) during this time period ( XXXX ) and they agreed to cancel the subscription and refund. First I was offered a 20 % refund leading to a 50 % offer after rejecting the first offer. I declined the second offer and stated I would pursue the matter with Chase. The next day, XXXX called back offering a full refund but then declined the refund since I had already initiated a claim with Chase. XXXX stated the merchant would wait to be contacted by Chase before processing the refund. It should be noted that during this conversation with XXXX, she offered to send me gift cards as part of the 3 subscription payments that my account had already been charged. I declined the gift cards and stated my intentions of pursuing a claim through Chase. 

Questions from Chase : -Provide detailed description of merchandise/service purchased. {$7.00} shipping and handling for " knock off '' camera. Received in late XXXX or early XXXX. Does not work. Garbage. Battery will not allow recording for longer than XXXX minutes. This charge is not in dispute. 
-The 3 unauthorized monthly subscription charges are in dispute. I did not agree to this subscription nor did I authorize the charges on my Chase credit card. I received nothing from the monthly subscription. 
-I attempted to resolve the issue by speaking directly to the merchant. I was told that once Chase contacted them ( merchant ) regarding the dispute that the fees would be refunded. I last spoke with the merchant in XXXX of XXXX. 

The above 3 paragraphs were responses to 2 identical Chase letters dated XX/XX/2022. 

A letter dated XX/XX/2022 requests other information. I completed the Chase forms and uploaded them to the dispute website. 

On XX/XX/XXXX, I received a telephone call from Chase regarding the dispute. It should be noted that I had answered all of there extra questions either in letter or handwritten form. I was asked clarifying questions that had already been asked and answered. At the conclusion of the call, I was told to wait for a determination from Chase and a letter would be sent. 

On XX/XX/XXXX, I received the letter and Chase denied my dispute. I called Chase immediately and was told by a manager that nothing further could be done. I have canceled the Chase credit card and WILL NOT pay the unauthorized charges totaling {$170.00}. I would add that before these unauthorized transactions took place, I was charging an average of {$4000.00} per month on my Chase card. I always paid the full balance at the end of the billing cycle and had never disputed a charge.

Company response to consumer: Closed with monetary relief