Consumer complaint received 2020-08-09
Company: JPMORGAN CHASE & CO.
State: OH
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:
This issue has been doing on since XX/XX/2020, when I received an email alert from Chase that there were fraudulent charges on my account, I indicated these charges were indeed fraudulent and they closed that credit card and sent me a new one. At the same time, I called XXXX from where all of these purchases were made. XXXX was able to cancel some of the charges, but told me that they were unable to cancel 2 charges ( one for {$560.00}, another for {$69.00} ) totaling {$630.00}. I was told by XXXX that they were unable to cancel these charges, because the packages were already shipped out ( I still do not understand how the packages shipped within hours of my calling and trying to cancel the fraudulent purchases ). I called XXXX again and they told me to file a claim with Chase, and Chase also told me the same thing. I initiated a dispute claim with Chase, who denied my claim on XX/XX/2020, stating the " claims were valid ''. When I initially filed the claim, I provided information that I was NOT the one who made the charges and provided the email confirmation of the shipping, where it showed the shipping address was : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX California XXXX. I have since filed a minimum of 4 claims ( all denied by Chase ). I had multiple calls with XXXX who told me different things by different people. I was told : They agreed with me that I did not make these purchases but since the packages were shipped, I have to take it up with Chase. I was then told that Chase never called them to dispute the charges and that Chase is not doing their job, if I want my money back, I have to return the package ( although I explained I did not have the packages, per the address above as proof ). I had many conversations with Chase, who told me that XXXX told them I was the one who received the packages ( despite the shipping address confirmation ). Chase told me XXXX is at fault here and they need to refund my money. I even called the police department who was listed on the shipping address in California and was told by the police department that they get these calls frequently, because the address listed is an extremely large international shipping port, and there was nothing they could do. I forwarded this information to my bank to further strengthen my case. I have been in contact with the branch manager of Chase in my town, who only talks to me over the phone. He provides nothing in writing. He has told me that he has been in contact with the Executive Office trying to help me dispute these charges. I received 1 phone call from someone from the Executive Office who told me my charges were denied " because I benefitted from the transaction '' which was not true and that I had provided that proof to them. Last I heard from the branch manager on XX/XX/2020, he gave me a phone number for the dispute line and told me to leave a voicemail with my case number. I have reached out to the branch manager and told him that I have not heard back from them. And still have not heard anything. I have been disputing these charges since the day they began and feel we should not be held responsible for the {$630.00} in charges.

Company response to consumer: Closed with explanation