Consumer complaint received 2018-01-03
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
On XX/XX/XXXX, I received a notification from Chase for a charge of {$350.00} for XXXX that I did make, nor authorize. I filed a claim with Chase like I was supposed to in this situation believing it would be taken care of, since I 'm not supposed to be held liable for charges I did not make or authorize. On XX/XX/XXXX, I 'm notified that after an investigation, they found the charge to be valid and that they will be taking away the temporary credit that was issued back. I communicated with the escalated claims department and was told that ALL information gathered would be considered and evaluated, such as where it was sent, email, phone number, etc. After a long phone call with an escalated claims specialist by the name of XXXX, she found huge discrepancies and inconsistencies with the information. To start, the report claimed that the package was sent to my billing address in Southern California. When in fact, it shows the tracking information delivered it over 3000 miles away in XXXX XXXX, Maryland. The report also claims to have matched and verified the phone number, email address, and the shipping address against my information on my Chase account ( which has since been closed ). The email address is n't mine, the phone number is for a church in Maryland which is also clearly not mine, the shipping and billing address clearly do n't match as they claim to have verified, and no such thing was ever delivered anywhere close to my billing address. The card number was apart of a XXXX account by the name of XXXX XXXX, who I have never met, let alone authorize to make a purchase on my behalf. The claims specialist assured me that this claim never should have been denied to begin with and that it will be overturned since the report screams FRAUD. 

So the claim was resubmitted with all the above information mentioned pointed out to be considered and was denied a second time under the basis that the Merchant ( XXXX ) verified that I had authorized the transaction, when I clearly did not. Another specialist told me that only 2 things are needed to verify authorization, being name and billing address. The only thing that matches aside from my debit card number and name, is the billing address that somehow was acquired. The report also mentions they did an AVS check, meaning that my billing address was checked against my account information/card number to approve the purchase. The charge itself never would have been approved without this, and should not be the sole determinant in fraud. According to their logic, anyone can take anyone 's card information, name, and billing address and any such charge will be authorized. I was also informed that the same card ( which has since been canceled ) was charged a second time but denied sometime in XX/XX/XXXX. 

Based on the information attached, I believe that Chase has handled my fraudulent claim in gross negligence, bad faith, or some combination of both. There are too many examples in the report of information supposedly " verified '', and subsequently shown to be false a page or so later. The information was either completely overlooked, or simply ignored. This was a non-point of sale transaction where my Identity could not be verified. Chase 's policy is that the consumer will not be held liable for unauthorized charges and protected against fraud. I am both being held liable and by no means protected from fraud by this financial institution. 

Any help is greatly appreciated. Thank you

Company response to consumer: Closed with monetary relief