Consumer complaint received 2020-02-23
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:
This is the letter we presented to Chase. 


XX/XX/XXXX On Thursday, XX/XX/XXXX a text was received from Chase Fraud Services that a transaction in the amount of {$9600.00} was attempted and declined on our credit card ending in XXXX for an XXXX gift card. I called Chase and found out that not one, but three transactions were declined by Chase for XXXX gift cards, the subsequent two attempts were in the amounts of {$8600.00} and {$9100.00}. 

I confirmed with Chase that those XXXX gift cards were definitely not authorized purchase by either my husband or myself. The account was closed, and new credit cards were issued with a new account number. 

We received a letter dated XX/XX/XXXX from Chase regarding more information about our fraud claim. The first line of the letter states, Thank you for letting us know about the unauthorized use of your account above. The last line of the letter instructs us to call if there is any additional unauthorized activity. To our knowledge, no further unauthorized purchases were attempted. 

Yesterday, Wednesday, XX/XX/XXXX a message from Chase regarding this claim. My husband and I went to the XXXX Chase branch and together with XXXX XXXX, a Relationship Banker, we called Chase Fraud department and eventually ended up with XXXX, a member of the Chase Fraud Recovery team, the woman who left me a message regarding our closed account ending in XXXX. She indicated to us that the charges for {$9600.00}, {$8600.00} and {$9100.00} were being reinstated because they received a phone call from my husband on XX/XX/XXXX and email from me, same day authorizing the transactions. We emphatically denied once again that we did not authorize any charges, verbally or in writing. 

XXXX, Chase Fraud Recovery told us to continue investigating the claim she would need the order number for these transactions. XXXX our Relationship Banker at the local branch, reiterated that wasnt possible since we never initiated the purchase transaction for these XXXX gift cards so we have no paper trail to give any reference numbers to continue the denial of the fraud claim. XXXX also questioned why if we indeed did authorize said purchases on XX/XX/XXXX, we are just now being told the charges are legitimate and therefore being reinstated for payment. XXXX, Chase Fraud Recovery said they would further investigate our claims and yet {$27000.00} was placed on our credit for these fraudulent XXXX purchase. 

Chase has done nothing to protect our identity and has processed these transactions against our authorization to do so. We asked the Chase Fraud Recovery representative to provide us with the telephone number that the call purported to be from my husband authorizing purchase was made from, she would only say the number was the number on our profile. We asked her for the email address for the email authorization of said purchase and she said she couldnt tell us ; she only could tell us the domain name was XXXX. We asked for the IP address, she couldnt tell us that. My emails from that time period indicate no email correspondence from me to Chase. 

On Saturday, XX/XX/XXXX, my husband received an email from XXXX indicating a package was scheduled for delivery that day from XXXX. My husband did not place an order with XXXX. He didnt even know who XXXX was. 

We were expecting company that morning. When they arrived, we went outside to greet them. They had parked in our driveway which is located on XXXX XXXX. A XXXX truck pulled up to the corner of XXXX and XXXX. No one got out of the track and approached our front door, so we thought a delivery was being made elsewhere. XXXX truck drives away and we continue with our guest and then decide to go out to lunch. 
My husband receives another email from XXXX confirming delivery and stating package was left at the door. This was not true. We were home, we had not left for lunch, when the delivery was supposedly made, and the package left at our front door. We have six security cameras with exterior views of our home and street that are on a continuous loop. My husband reviews the camera and sees at the time of the delivery a man got out of a blue or XXXX XXXX SUV, approached the XXXX truck, walks back to his vehicle with a box in hand and speeds away. 

He called XXXX and they said the man identified himself as XXXX XXXX. They said their drivers are not supposed to give packages to anyone walking up to their vehicles. A claim was filed. The claim number is XXXX. Per the instructions received from XXXX to XXXX, no signature was required. 

We have no idea what was in the box from XXXX. We didnt follow up with XXXX because nothing was charged to any of our credit cards or banking accounts. 
We dont know if these two events are related however, after the phone call with Chase yesterday, we did some research and XXXX sells XXXX gift cards. We this this coincidence is suspicious. And again, if these two incidents are related, Chase approved these transactions after our denials that we authorized these purchases. 
Chase it seems is doing nothing to protect us from this fraud and is trying to hold us accountable. 

End of letter Additional details : 1. Chase Fraud Team is claiming that I, XXXX XXXX, gave verbal authorization to approve the 3 financial transactions from our land line on XX/XX/XXXX at XXXX XXXX  EST. This is not true. Chase is refusing to allow to me to hear my actual voice recording approving the transactions. 

2. After reviewing our telephone record call logs, we made NO outbound calls on XX/XX/XXXX. 

3. At XXXX XXXX EST my wife receives text message indicating transaction was declined for {$9600.00} and requesting verification if transaction was actually our transaction. 

4..On XX/XX/XXXX XXXX XXXX EST my wife, XXXX XXXX responds to the text message declining purchases. Chase fraud did not say that transactions were given prior approval by me earlier that morning. They continued to proceed with cancellation of credit card and issuance of new cards. 

5.On XX/XX/XXXX letter was sent by Chase confirming unauthorized use of our account. 

6. On Friday, XX/XX/XXXX we went into our local Chase branch, met with the branch manager, XXXX XXXX and filed and he Executive Complaint on our behalf with Chase. 

7. We have files a police report on XX/XX/XXXX, XXXX Sheriff Station, report # XXXX

Company response to consumer: Closed with monetary relief