Consumer complaint received 2017-05-20
Company: JPMORGAN CHASE & CO.
State: NJ
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:
On the morning ofXX/XX/XXXX ( XXXX ), I noticed an unauthorized pending charge for {$820.00} from XXXX XXXX XXXX XXXX on my XXXX Chase XXXX credit card. I called the XXXX Chase XXXX number immediately to report. They closed the account, credited back the {$820.00}, and flagged the charge for review. I received a XX/XX/XXXX written letter from their Fraud Dept to notify me that the charge was now under investigation. Eight weeks pass. In XX/XX/XXXX, I receive written notice from the Fraud Dept that they had concluded the charge as a valid one because " You received benefit from transaction ''. Confused, I contacted XXXX XXXX XXXX 's Risk and Fraud department on XX/XX/XXXX ( XXXX ) where I learned more about the online transaction made using my credit card. In the course of our conversation, it was also revealed that key information was incorrect at the time of online purchase ( e.g., name on the card is wrong, the phone number is wrong ). Additionally, I learned that the 3-digit security code was not required at the time of purchase. XXXX XXXX XXXX could not produce the IP address from where the online transaction was originated. They also could not determine who signed for the purchased item when delivered via XXXX. I subsequently filed an online identity theft report with the local police department. I next spoke with XXXX Chase Fraud department on XXXX XXXX, XXXX at XXXX to contest their judgment that the charge was valid. The person said they would look at the case again and would have a member of the Fraud Dept follow up with me by telephone. I received a call from the XXXX Chase Visa Fraud Dept on XX/XX/XXXX at XXXX and spoke with the individual investigating my claim. He repeated that, based on his discussion with the vendor, the charge was a good charge. I next confronted him with the inaccurate information associated with the card, especially the fact that the 3-digit security code was not collected by the vendor. I also pointed out the missing information such as the IP address and the XXXX delivery signature. Finally, I asserted that the fraudulent purchase is not consistent with the purchasing profile I have formed with XXXX  Chase Visa over ten years of using the card on a regular basis. The investigator said that he would revisit the case based on my statements and follow up with me either XX/XX/XXXX or XX/XX/XXXX. Besides the fact that being the victim of online identity theft is a horrible feeling, I feel extremely disappointed in the lack of investigative power shown by the XXXX Chase Fraud Dept. It appears that the case was not investigated immediately, which means that valuable information about the online purchase is lost by the vendor. It also appears that communications with the vendor were not thorough enough to reveal problems with the original online purchase. It was because of my phone call directly to the vendor 9 weeks after the fact that these problems were brought to light.

Company response to consumer: Closed with explanation