Consumer complaint received 2022-02-20
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:
XXXX. XX/XX/XXXX : I found an unidentified transaction ( XXXX XXXX XXXX XXXX XXXX {$2300.00} ) on the credit card account. Report to Chase as fraud immediately. 

XXXX. Between XX/XX/XXXX to XX/XX/XXXX : 5 packages from XXXX XXXX were dropped off at my front door. I googled XXXX XXXX and found out it is aka XXXX XXXX. I called Chase to obtain instructions. Chase told me to reach out to XXXX XXXX for arrangement to return the packages. 

XXXX. XX/XX/XXXX : Reached out to XXXX XXXX  via email. XXXX from XXXX XXXX responded and ask if a XXXX email address used to place the order belonged to me. I responded " no '' as I've never created or used that email address. I also added that recipient 's phone number on the shipping labels attached to the 5 packages show XXXX which is obviously not my phone number. XXXX also asked if I ever received the XXXX package. He said his records showed that it was delivered and signed for by " ******pas '' ( redacted ; see email thread attached for details ). I responded " no '' as the XXXX package never showed up and I definitely didnt sign for it. In fact, the 5 packages that were delivered to my front door were simply dropped off without someone ever asking for a signature. After some back and forth, XXXX provided 5 shipping labels on XX/XX/XXXX for the packages to return. 

XXXX. XX/XX/XXXX : The 5 packages ( unopened ; in same form as when they were delivered at my door ) were dropped off at XXXX for return. 

XXXX. XX/XX/XXXX : The 5 packages were delivered back to XXXX XXXX per XXXX tracking attached. 

XXXX. XX/XX/XXXX : Chase closed the fraud case saying I'm responsible for the {$2300.00} charge based on XXXX XXXX indicating the packages were shipped to my address. However, that statement alone isnt true as only 5 of the 6 were ever delivered to me. In addition, that statement is taken out of the context especially ignoring the fact that the 5 packages have been returned to the XXXX XXXX. 

XXXX. XX/XX/XXXX : I called Chase to inform that I disagreed with how the case was abruptly resolved. I was asked to provide the email thread with XXXX from XXXX XXXX as evidence for further investigation. Email thread sent to Chase the same day. 

XXXX. XX/XX/XXXX : Received a call from Chase Fraud department. I was told that Chase has already reversed the chargeback with XXXX XXXX based on the XX/XX/XXXX resolution and it cant be undone. I was then told if Chase was to resolve the case in my favor now, itd mean Chase absorbing the loss in the amount of {$2300.00}. I was outraged. Chase abruptly resolved the case without ever reaching out to me for both sides of the story. Chase resolved the case solely relying on XXXX XXXX  partially true and misleading statement that the packages were shipped to me. And now that Chase has the full context and realized the case was resolved in error, XXXX somehow responsible for the charge because Chase didnt want to take the loss as a result of their own mistake by virtue of resolving the case without thorough investigation? The representative on the phone said hed escalate and see if theres anything they can do. 

XXXX. XX/XX/XXXX : Received a notification from Chase that they are not changing the XX/XX/XXXX resolution and that they are holding me responsible for the {$2300.00} charge.

Company response to consumer: Closed with monetary relief