Consumer complaint received 2022-09-10
Company: JPMORGAN CHASE & CO.
State: WI
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:
We have been trying to address issues with Chase and Amazon for over 3months without any progress. They bothare pushing us back and forth.

The main focus is on games played on Amazon that required coinpurchases to play the games and the allocation of those coin purchases. We believe that there was some kind of loopwith the program that forced purchases to go against the credit card whichincreased the credit card balance. Themost recent credit card statement has XXXX points. However, when playing the game it said therewere no balance/ points and continues requiring the purchase. I am attaching 4 pages from XXXX email toso confirmation of coins being purchased from Amazon and we have similar recordsfor each day going back to XX/XX/XXXX. This is not realistic that someone we keep purchasing coins if they hada significant balance. 

The second thing we are trying to understand is a reconciliation of onthe coins purchased how they were allocated and what they purchased. The XXXX statement indicated only XXXX in the balance and during XXXX XXXX transferred from otherproducts. Which is strange since in XXXX statement had an ending balance of points of XXXX? Also, on the XX/XX/XXXX statement itindicates we made purchases during XXXX of {$690.00} with the detail there isonly one transaction XX/XX/XXXX for {$14.00}, so not sure how the balance would beincurred. Also Amazon has placed theaccount on hold without us or customer service having access, so not sure how therecould be a purchase anyway. 
Actions taken : Our first clue that something was seriously wrong with my VISA accountending in XXXX was when we received a 27 page XXXX, XXXX monthly statement fromChase for XXXX, XXXX with an outstanding balance of {$3000.00}. XXXX billingstatement balance was {$700.00} which we sent a payment of {$340.00}. 
Knowing that neither of us had charged anywhere near {$3000.00} in the pastmonth, we sat down to research and resolve this matter. The only significant change we found in ourrecent purchases relate to Amazon games. 
On top of several XXXX XXXX and related XXXX XXXX, I contractedboth XXXX and XXXX during XXXX XXXX. The added curtailment of my activities plusthe required quarantine, led me to sample Free Amazon games. I found one which seemed harmless ( XXXX ) and freely agree that I did purchase some Amazons coins. By my best estimates, I spent between {$400.00} and {$550.00} on coins ( plus my normal monthly {$400.00} to {$700.00} of non-coin purchases ) before the arrival of the {$3000.00} monthlystatement. I immediately contacted both Amazon and Chase on XX/XX/XXXX, trying tounderstand and resolve whatever was going wonky. 
I talked to XXXX XXXX at Amazon Customer Service. Among other things, she : * openeda file for me, reviewed the wonky charges. 
* reversedsome small charges, * closedmy VISA  ending in XXXX due to suspected fraud, * got anew Chase/Amazon Prime VISA XXXX XXXX in XXXX ) issued in my name, transferred mybalances from the original to the replacement card. 
* walkedme through the uninstallation and removal of any games or non-essentialfiles/applications from my XXXX table, and * Directed me to contact Chase directly to initiatefile fraud review there. 

XXXX went to theChase branch and reviewed account with Chase agent. They saw how many and they suggested sendingall the pages to Amazon. XXXX asked repto challenge some of the charges to get someone to look at the data tied to theaccount. At that time Chase said Amazon was crediting some on their side. 
This is approximately the point where things started to circle withoutprogress. While everyone I talked to at both Chase and Amazon was pleasant andresponsive, XXXX and have been bounced back and forth. 

We waited a month, XX/XX/XXXX to see if anything would happen withchase and Amazon while paying {$100.00} on the credit card to make sure payingtimely. On the XXXX statement wereceived {$1900.00} in credits and payments. But also purchases of another {$2800.00} in coins. So on XX/XX/XXXX contacted Amazoncustomer service XXXX XXXX and asked to see purchases and disbursement ofcoins. XXXX sent me a file but didnot show coin purchases, just retail purchases. We again contacted Chase to challenge someof the transactions. Paid another {$100.00} payment to ensure paying the credit cardtimely. 

On the XXXX statement we did not see any movement. So contacted Amazon again through their emailreflecting subject D )! XXXX Amazon.com Charge Dispute fundingdecision. It that email they wrote adecision would be done in 30 days or sometimes longer. Attached email. On XX/XX/XXXX received email that yourprime benefits are on hold due to a billing issue. ( The next day they charged XXXX creditcard ) The credit card they issued as a replacement. Attached email. We orcustomer service do not have access to the history on the account and can not doanything and very difficult to almost impossible to get a representative totalk to. 

XX/XX/XXXX last communication except for the XXXX bill wejust received. This XXXX Amazon.com Charge Dispute Funding Decision . The e-mail said We have received your reply.We removed your access to the account because your card issuer disputed theoriginal charge for this order and withdrew your payment. Because of thisdispute, we have not received payment for the order. Once payment is made to Amazon, you will beable to access your account again. Attached email Lastly I will attached a bad review from XXXX that outlines exactlywhat is happening to XXXX  and the type of response we are getting. Seems things have not changed. 

I would appreciate in someone doing a complete review of these itemsand provide written feedback so we understand what has happened and why.

Company response to consumer: Closed with explanation