Consumer complaint received 2020-06-18
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
FRAUD WAS COMMITTED ON 4 MAJOR CREDIT CARDS AT VARIOUS STAGES. CHASE BANK AND XXXX XXXX WERE ALERTED AS SOON AS THE FRAUD WAS PERFORMED, THEY WERE GIVEN COPIES OF THE XXXX XXXX XXXXXXXX XXXX   OFFICE [ XXXX ] REPORT AND THE XXXX ECONOMIC CRIME 'S DIVISION DETECTIVES REPORT. 

THE DEPUTIES AND DETECTIVES TRIED COMMUNICATING WITH CHASE AND XXXX XXXX, WE DO NOT UNDERSTAND WHAT THEY ARE SAYING. FRAUD DIVISION KEPT TELLING THE SERGEANT " ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S ) OF PRODUCTS PURCHASED ONLINE. '' ( CHASE ) AND WITH XXXX XXXX THEY JUST STATED " CHASE BANK NA ALERTED US OF FRAUDULENT TRANSACTION PERFORMED ON CREDIT CARD '' THE DETECTIVE DID ASK WHERE AND WHEN. HE DID FIND IT VERY STRANGE THEY WERE ALL ( ALL 4 OF THEM ) WERE DONE AT THE SAME TIME AND SPENT ALMOST IMMEDIATELY? 

BUT BOTH CHASE FRAUD AND XXXXXXXX  XXXX FRAUD DIVISION WOULD NOT STATE WHAT THOSE ITEMS WERE. EVEN WHEN THE SERGENT BARKED AT THEM AND SAID " SHE'S STANDING HERE IN FRONT OF ME, I WILL PLACE AN ARREST ON HER SINCE YOU'RE ACCUSING HER. NAME ME THE ITEMS THAT WAS SUPPOSEDLY STOLEN WITH 'HOT MONEY '. '' MY XXXX  MOTHER OVERHEARD THIS CHASE FRAUD GUY, SOUNDING YOUNG JUST TOLD THE SHERIFF 'S THAT " PURCHASED A 60 '' WALL MOUNT SMART TV, XXXX, XXXX TABLET '' BEFORE SOMEONE IN BACKGROUND TOLD HIM TO SHUT UP. 

[ YES, THERE'S A PROBLEM WITH THAT. XXXX AND I DO NOT GET ALONG, WE DO NOT SEE EYE-TO-EYE, I AM A CERTIFIED ( RETIRED ) XXXX XXXX. AND THEY KNOW EXACTLY WHAT I HAD ON ME AND IN MY PROPERTY. ] SERGENT ( INTERRUPTED ) WHERE WERE THEY PURCHASED? WHAT STORE? I WANT TO SEE THE VIDEO. '' CHASE FRAUD DIVISION : " ONLINE. '' THE DETECTIVE CHEWED HIM OUT, TOLD HIM TO FAX THE LIST OVER TO HIM AND ALSO SPECIFY WHERE ITEMS WERE SHIPPED TO. 

CHASE FRAUD TEAM SAID " ITEMS WERE SHIPPED AND DELIVERED TO XXXX, TEXAS, WHERE " HER SECOND RESIDENCY '' WAS LOCATED. '' FROM THERE, BOTH SERGENT AND DETECTIVE WERE YELLING AT THEM. REMINDED THEM THAT THE FRAUD WAS ALREADY REPORTED. SO WHY DIDN'T YOU WORK WITH THE CUSTOMER TO FIX THE PROBLEM? INSTEAD, YOU THREW HER OFF WITH NO KNOWN HISTORY SINCE XXXX OR SOMETHING LIKE THAT? THEN HARASS HER FOR PAYMENTS FOR ITEMS SHE DIDN'T BUY OR EVEN HAVE IN HER POSSESSION? PLEASE ADVISE ONE MORE TIME THE SPECIFIC REASON WHY YOU SHUT HER DOWN COMPLETELY? 

( XXXX XXXX HAD DISCONNECTED THE CALL, HOWEVER, CHASE BANK REMAINED ON THE LINE ) HE WAS TOLD " IF YOU WANT FURTHER INFORMATION, PLEASE PROVIDE US A WARRANT. '' THEN THE DETECTIVE CAME UP AND SAID " WHY DID YOU SHUT HER DOWN AT THE LOCAL BANK FOR? '' MY MOTHER HEARD IT, THREE DEPUTIES ( ONE BEING A SERGENT ) HEARD IT, THE DETECTIVE HEARD IT, MY 2 NEIGHBORS HEARD IT - I DIDN'T HEAR IT BECAUSE I AM PROFOUNDLY XXXX. 

CHASE FRAUD DIVISION ( WHICH HE GOT TERMINATED ) " BECAUSE SHE'S A XXXX, A XXXX XXXX, LIVING OFF OF WELFARE AND USING AN XXXX WOMAN TO DEPOSIT LARGE SUMS OF MONEY INTO HER ACCOUNT. '' DETECTIVE DID ASK " SHE'S A XXXX   XXXX, SHE'S NOT XXXX, HER MOTHER IS AMERICAN AND IS WHITE. ARE YOU SURE YOU ARE TALKING ABOUT THE SAME PERSON? HAVE YOU EVER SPOKEN WITH HER? AND PLEASE ADVISE WHAT LARGE SUM OF MONIES CONCERN YOU? '' CHASE FRAUD DIVISION ( SAME FELLOW ) " SHE HAS AN XXXX WOMAN PUTTING ONE THOUS IN HER ACCOUNT '' DETECTIVE " SO? IS IT EVERY DAY? ONCE A WEEK? WHAT? '' CHASE FRAUD DIVISION : " ONE THOUS EVERY MONTH. SHE'S SCAMMING OLD PEOPLE. '' DETECTIVE : " NO SHE IS NOT. '' CHASE FRAUD DIVISION : " YES SHE IS, AND I CAN PROVE IT. I WILL PROVIDE ONCE YOU REQUEST IT, WHO THAT OLD XXXX IS! '' DETECTIVE : " HER MOTHER, SHE IS STANDING RIGHT IN FRONT OF ME. SHE ALREADY TOLD ME SEVERAL TIMES IN THE PAST, THE ESTATE OF HER DECEASED FATHER, BOTH DAUGHTERS GET XXXX XXXX A MONTH. IT IS NONE OF YOUR BUSINESS ANYWAY. '' CHASE FRAUD DIVISION " ( PROFANITIES ) '' AND DISCONNECTED THE LINE. 

IT WAS ALREADY REPORTED AND DOCUMENTED, I HAD ALREADY PROVIDED THEM THE POLICE REPORT FOR EACH 3 CHASE CREDIT CARD AND 1 XXXX XXXX CREDIT CARD. 

CHASE BANK AND XXXX XXXX WILL NOT SPEAK WITH ME. THE INCIDENT HAPPENED IN XXXX. I WAS PAYING THE BALANCE I ACTUALLY OWED BASED ON THE LAST STATEMENT I HAD ; THEY WOULD NOT REMOVE THE FRAUDULENT CHARGES. 

THE DETECTIVE FOLLOWED UP WITH CHASE IN XXXX, AND HE TOLD ME TO STOP PAYING THEM. 

WITH XXXX XXXX, THEY KEPT PROMISING TO RESTORE MY ACCOUNT, PUT MY STATEMENT AS IT WERE PRIOR TO THE FRAUD EVENT. I AM CURRENTLY STILL PAYING XXXX XXXX BUT THEY HAVE NOT REMOVED THE FRAUDULENT TRANSACTION NOR HAD THEY EVEN BOTHERED WITH RESTORATION OF THE ACCOUNT. 

BY RESTORATION : MOVE THE ORIGINAL BALANCE PRIOR TO THE EVENT TO ANOTHER NEW MASTERCARD. 

BOTH CHASE AND XXXX XXXX REPETITIOUSLY ON A KNOWN FRAUDULENT CASE, DID INCREASE MONIES, DID INCREASE FEES, DID INCREASE INTEREST, AND WITH THREATS OF " CONTINUE TO DO SO TO HARM A VICTIM 'S CREDIT '' WITH A KNOWN REPORTED AND DOCUMENTED FRAUD EVENT. 


WHILE I HAVE RELATIVES AND FAMILY MEMBERS IN XXXX XXXX ( RETIRED ). THEY ARE UNABLE TO DECIPHER WHAT " '' '' ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S )  OF PRODUCTS PURCHASED ONLINE. '' '' '' WAS SUPPOSED TO MEAN. THE DETECTIVES ARE CLUELESS, I'VE PERSONALLY SPOKEN TO BRANCH AND BANK CEOS FROM VARIOUS FINANCIAL INDUSTRIES, AND NOT ONE SINGLE PERSON COULD EVEN UNDERSTAND WHAT THAT IS SUPPOSED TO MEAN. 

THE FACT CHASE THEMSELVES SHUT MY PERSONAL BANKING ACCOUNT DOWN IMMEDIATELY, DID CAUSE ME HARM AS MY SOCIAL SECURITY WAS DIRECT DEPOSIT. AND THEY DID REFUSE TO PAY BILLS THAT WERE PAID ELECTRONICALLY. INSTEAD, GAVE ME MONEY ( CASH ) FROM THE TIME THEY DID SHUT DOWN. I JUST WENT TO XXXX XXXX SINCE I'VE HAD THEM FOR YEARS - THEY KNEW WHAT WAS GOING ON BETWEEN CHASE AND XXXX XXXX. QUITE FRANKLY, WAS EXTREMELY EMBARRASSED BY THEIR COMPETITOR 'S BEHAVIOR. THERE WERE NO EXCUSE FOR THIS. 

AFFIRMATIVE, XXXX XXXX KNOWS ALL ABOUT THIS ABOVE AND THEY, THEMSELVES HAVE NO IDEA WHAT : " ACHI PAYMENT FROM CREDIT CARD TO CREDIT CARD, EXCEEDING CREDIT LINE WITH PURCHASE ( S ) OF PRODUCTS PURCHASED ONLINE. '' WAS SUPPOSED TO MEAN EITHER. IN FACT, HE HAD SUMMONED THE CORPORATE OFFICE TO GET THEIR LEGAL TEAM TO ADVISE, AND XXXX FEW DAYS LATER, THEY RESPONDED WITH " TECHNICAL GIBBERISH, TRYING TO BE A HOT SHOT WITH FANCIFUL WORDS. '' BASICALLY, CHASE FRAUD TEAM WAS RUNNING OFF THEIR MOUTHS WITH NONSENSE. 

ONCE AGAIN : CHASE WILL NOT SPEAK WITH ME. 
XXXX XXXX AS OF XXXX, WILL NO LONGER SPEAK WITH ME I AM NOT ALLOWED TO BE ON ANY CHASE OWNED PROPERTY THAT CONTAINS CHASE BANK - THEIR FRAUD TEAM ISSUED THE WARNING AND WOULD PROVIDE ALL CHASE BANKS MY FACIAL TRACING THAT I WOULD BE ARRESTED IMMEDIATELY IF FOUND AT ANY OF THEIR BRANCHES. 

IN FACT, THE SHERIFF 'S OFFICE WERE IN A DISTANCE JUST TO SEE IF CHASE WOULD HOLD THEIR WORD BECAUSE THEY SHUT MY CHECKING ACCOUNT DOWN INSTANTLY AND THEY HAD TO PAY ME. THE LOCAL BRANCH MANAGER WAS SO ANGRY ( SHE ORIGINALLY CAME FROM ANOTHER BANK THAT WHERE I HANDLED THE LOCAL CHURCH 'S FINANCES AND WAS A DESIGNATED AUTHORIZED PERSONNEL ( NOT A GUARDIAN ) FOR SOME ELDERLY FOLKS TO HANDLE SOME OF THEIR AFFAIRS. ) THAT SHE REFUSED TO EVEN CALL THE LOCAL AUTHORITIES TO HAVE A " TRESPASS '' WARNING ISSUED AGAINST ME, SHE ALSO LEFT THE BANK AS WELL IN PURE DISGUST. SHE WAS AT LOSS FOR WORDS THAT CHASE FRAUD TEAM WOULD GO THROUGH THAT EXTREME MEASURES AND FELT TERRIBLE THAT THEY CALLED MY MOM AND XXXX XXXX. 

SHE WAS THAT ANGRY WHERE SHE CALLED HER SUPERIORS TO LET THEM HAVE IT ; ONLY TO FIND OUT THAT 4 OF THOSE BOYS IN THEIR FRAUD DIVISION WERE ALREADY TERMINATED ( THAT WAS ONE WEEK BEFORE SHE LEFT ). 

ODDLY, I DO NOT HAVE A SECOND HOME AND NEVER BEEN TO TEXAS. I AM NOT XXXX, I AM XXXX XXXX, I AM RETIRED XXXX / XXXX   EMPLOYEE.

Company response to consumer: Closed with explanation