Consumer complaint received 2021-04-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I noticed a charge in my Chase checking account that I did not authorize. The charge hit my account on XX/XX/XXXX in the amount of {$230.00} from a company I had never heard of XXXX I called my bank immediately to open a fraud claim. I mentioned to them that I was extremely concerned because I had had fraud on a few of my other accounts very recently. They provided a provisional credit. About a month later on XX/XX/XXXX they reversed the credit and charged my account {$230.00}. At this point, I called customer service claims and spoke to an associate. She told me they had compelling evidence that the charge was mine. I asked her for the details. She mentioned that the product had been delivered to my address and that I had ordered it from my email address. Both things turned out to be untrue. She said she would mail me the information but could not email it. I hung up with her and called the merchant on that same day XX/XX/XXXX and spoke to their billing department. I spoke to XXXX and then to XXXX. They would confirm a few things but not everything over the phone since they could not identify me. They confirmed that a product was ordered for a XXXX car, which I do not own. They confirmed that the order was not delivered to my address. They confirmed that the account was established online by an email address that was not mine and with a customer name that is not mine. The only thing that matched in this transaction was my name as the cardholder, my address as the billing address, and unfortunately the card info including they say the CVV code and the expiration date. I then called Chase back with this new information and asked for a supervisor. I spoke to XXXX at Chase and told him that I wanted to appeal the decision. I explained to him that I had called the merchant and confirmed some of the details that support my claim. He said I could not appeal. He said they were mailing me the information and I had to wait for that. I explained to him again that I did not order anything from this company and asked him if they review the account history and customer history when deciding these claims. He said Chase is the go between and VISA does the research. He also said " I am not saying you would do this but some people order things and have them shipped to a friend then file a fraud claim '' I again explained to him that I had never heard of this company. That my card was in my possession and I do not know anything about it. He said there was nothing I could do and that I would have to contact the merchant for my money back. I waited two days to call back XXXX  I wanted to give the charge time to credit back to them. When I first spoke to them they hadnt been paid. I spoke to their billing department again. I explained to XXXX that my bank had denied the claim and they said I need to go through them to get my money back. I could not see what motivation the merchant would have to help me but was willing to give it a shot. XXXX said I would have to leave his supervisor a message. Her name was XXXX, he transferred me to her voicemail where I left a detailed message about a week ago and to date have not heard back from anyone there. At this point I dont know where to turn. I received in the mail yesterday XX/XX/XXXX the investigation results which show the following : Transaction date : XXXX Bill to : XXXX XXXX XXXX / XXXX XXXX XXXX, XXXX XXXX, CA XXXX email : XXXX phone XXXX Ship to : XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX XXXX name on established merchant account : XXXX XXXX XXXX XXXX you can see the only information above that matches mine is the Bill to name and address. 

It was delivered via XXXX XXXX  no signature required. It was delivered on XX/XX/XXXX. Which means had my bank contacted the merchant as soon as I notified them the shipment could have been stopped. Which also goes against XXXX theory of shipping to friend. Why would I file a fraud claim when the merchandise had not even been delivered if I was trying to be dishonest?

Company response to consumer: Closed with explanation