Consumer complaint received 2020-08-31
Company: JPMORGAN CHASE & CO.
State: MO
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:
I called Chase on XX/XX/XXXX to tell them there are fraudulent activities on my credit card account. All the charges were coming from XXXX XXXX. It is keep going for over 2 weeks. They asked me if I am still having my credit card with me? I tell them yes. They asked me if I share my electronic devices or credit card to someone else? I told them no. Recently, I only use XXXX for my XXXX years old daughter to watch XXXX and that it is. We did not add any card information to my daughter account at all. So, there is no reason for XXXX charge me over {$17000.00} in two weeks. Since my old XXXX account compromised, XXXX refuse to help me recover. My family start using XXXX for more security. They removed all the charges in the next business day. And asked me to wait for 5 to 7 business days for investigation. Later on, while investigate my case with other banks. Somebody used my old XXXX device or my old XXXX XXXX to commit fraud. 

On XX/XX/XXXX, Chase put back all the fraudulent charges into my account without give me a notification or give me a call. All I see is the reason I got benefits from the fraud. I called Chase on XX/XX/XXXX to ask for an explanation. 

The first fraud department agent didnt help me much. I asked her why you guys put back the charges into my account? She just said that my fraud case denied and did not give me a reason why. I asked to speak with a supervisor. 

She transferred me to XXXX, Supervisor of Fraud Department. XXXX told me that the reason my case was denied that I have done business with XXXX before. I told XXXX that does not satisfy my concern. I used XXXX in the past but if someone use my identity or hack my financial accounts to purchase from XXXX, that is fraud. I asked XXXX that if you denied my fraud claim, you should have evidence to prove that I was the one made those charges on my account. Please do not give me a random reason that does not make any sense to me. I asked for IP address, etc.. XXXX does not have that information. XXXX told me that Chase sent me a text to confirm my purchase on XX/XX/XXXX and I confirmed it. I asked XXXX what phone number Chase sent me a text message? Because I have not received any text from Chase at all. I could stop the fraudulent charges right there if I know. XXXX told me that Chase sent me a text on my phone number ending XXXX. The problem is that number doesnt existed On XX/XX/XXXX. 

I asked XXXX to reopen my case. XXXX told me to send more evidences like my XXXX device screenshots, XXXX chat transcript and etc. to Recovery team and they will get back to me between 5 to 7 business days. I sent all the information best of my knowledge to XXXX on same day. I received an email from XXXX   XXXX after few hours and ask me to wait 5 business days before I have an update on my case. I believed all of the conversation were recorded and I am swearing that everything I told is the truth. 

XX/XX/XXXX, I have not received any update on my credit account or any notification that they process my case. I called chase, they told me that look like nobody work on my fraud claim yet. I also sent them my identity theft report document from Federal Trade Commission on Identitytheft.gov. 

XX/XX/XXXX, Chase have not contacted me about my fraud claim. Chase have not removed the fraud charges and wait for it to resolve. They put back all the charges into my account since XX/XX/XXXX, and let me wait without responding. 

From XX/XX/XXXX to XX/XX/XXXX, Chase have not contacted me, discuss about the matter, resolve the matter and protect its customer. I have worked on 3 different banks with all the fraud involved, Chase is the worse. Two banks already helped me remove the fraud charges ( document attached below ). Chase is not willing to help, lack of communications. Chase just want to blame me and responsible for the charges without listen to my story. 

Since talking with different banks, I have more information about the fraud and I believed I can build a strong case. Since there is nobody from Chase willing to help, I am writing this matter to CFBP and hope Chase will re-investigate my case and remove all the fraud charges under my name. 

Evidences : I mentioned on XX/XX/XXXX, the email address and XXXX account associated with the fraud has been compromised a while ago. I do not have access to them and XXXX was not willing to help so I just created new account but I have not used the new Apple account to buy anything from XXXX. I do not own the account or the device associated with the fraud ; Do I get any benefit from it? No! 

Chase said that they sent me a text on XX/XX/2020 to confirm my purchase with XXXX and I confirmed it. But when I asked XXXX, Chase fraud the department supervisor. XXXX told me Chase sent me a text via phone number ending XXXX on XX/XX/2020. That phone number does not exist at that time. So, who confirmed it? In my view of point, Chase failed to contact me and let the fraud going. 

XX/XX/XXXX, I contacted XXXX to get more information and asked if they can refund the charges. They asked me to wait 24-48 hours. XX/XX/XXXX, XXXX ban the account XXXX associated with the fraud without refund the charges. I asked for the reason, XXXX said that Based on XXXX Term and Conditions, XXXX wont be able to refund the charges, your account has been disabled in the XXXX and XXXX that is XXXX final decision. I keep asking that if XXXX ban the account associate with fraud, why XXXX not refunding the money relate to it? XXXX said that they XXXX the account because I reported fraud. Why XXXX ban the fraud account, refuse to help but hold on to the funds? If merchant take back the services, they should issue the refund all the charges related. XXXX violates Consumer Rights. I sent this evidence to Chase on same day but Chase did not take any action protect my rights. To Chase : Do I get any benefits from this as your company mentioned? NO! Even if I have access to the fraud account, everything is taken away from XXXX. And a big amount of money being charged in my chase bank credit card account. 

Since working with different banks on fraud charges. I believed someone broke into my previous device or my old XXXX account during the incidents. Then use it to recover my personal data and use them. Once again, I do not own the device, or XXXX Id relates to the fraud charges during the incidents. But it relates to my personal information, I can not share it up here. Chase need to send me an email and ask me to provide them. 

I reported the fraud charges same day on XX/XX/XXXX with few different banks. Two banks already help me remove the fraud charges that is XXXX XXXX and XXXX XXXX XXXX. Even with XXXX XXXX XXXX, they still help me and protect my rights. XXXX credit card was bond to my XXXX XXXX, if XXXX XXXX bank, XXXX bank do not think my device, XXXX XXXX was compromised, they would not remove the charges. To Chase : Instead of blaming your customer and do not take any effort to investigate the matter, please help your customer like me when there is a problem. Otherwise, you will lose a customer like me forever. 

I spent three days to write this letter to CFPB. I hope my broken English will not create any misunderstanding. In my point of view, XXXX bank as Chase, Merchant as XXXX both Violates consumer rights. I will not let this case goes. Even I have to find an attorney to fight for me, I will. So, Chase please investigate this matter seriously and correct my statement. You can contact me via my phone number ending XXXX or email me at XXXX. To CFPB, please do not close this complaint until I satisfied with Chase actions. 
Document Includes : Identity Theft Report, Proof of other Bank Actions.

Company response to consumer: Closed with explanation