Consumer complaint received 2021-01-02
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:
A charge to my account in the amount of {$3300.00} on XX/XX/XXXX to XXXX XXXX. I did not make this purchase nor was my card used for this purchase. This was posted to my account in error or fraudulently. 

XX/XX/XXXX I first noticed the incorrect charge. I checked my email and there was a notice from Chase on XX/XX/XXXX flagging the charge. I clicked the something's wrong link in the email and it said it was expired and listed a telephone number to call. I called and reported that I did not make the purchase and the card was in my possession and was not used by anyone. The representative said the charge would be removed, the account would be closed and a new card issued and mailed to me. He stated it would take 7-10 business days. I stopped using the card at this time. 

XX/XX/XXXX the account was still active and I called and reported the incorrect charge of {$3300.00} for a second time. The charge was removed, the account closed and a new account/card issued. 

On XX/XX/XXXX the charge reappeared on my account and I reported it for a 3rd time. I was told the claim would be resubmitted. 

XX/XX/XXXX the charge was still on my account and I called again. I was told I needed to deal with it directly with XXXX XXXX and Chase would do nothing further and the charge would remain on my account. Chase said I needed to go to the XXXX XXXX where the purchase was made and get a copy of the receipt. I advised that this was at least 40 miles away and the state of California was on a stay at home order due to Covid-19. Chase stated they would do nothing futher. 

XX/XX/XXXX I went to the XXXX XXXX XXXX, California Chase branch and spoke with Mr. XXXX. He called the fraud department and was told the same thing. He did get an email contact with the fraud department. He advise that I should try to contact XXXX XXXX and see if I could obtain an information about the transaction and resumit the any information. 

XX/XX/XXXX I contacted XXXX XXXX directly and they provided a copy of the receipt. They advised that my credit card company needs to contact them directly regarding the error. 

XX/XX/XXXX I sent an email with the receipt to Chase at the email provided by the XXXX, XXXX XXXX Chase branch. The email address provided is XXXX. 

XX/XX/XXXX I called Chase and advised that I had a receipt from XXXX XXXX. I advised that XXXX XXXX said that Chase needed to contact them directly regarding the error. I asked for an email address to send the XXXX XXXX receipt and was given XXXX to send the receipt. 

XX/XX/XXXX Chase again denied the fraud/error and said I was responsible for payment. 

The charge was flagged by Chase as possibly fraud and yet they will not remove it or investigate it with XXXX XXXX. They have not provided any documentation on their investigation or done any type of follow up with me.

Company response to consumer: Closed with explanation