Consumer complaint received 2019-11-28
Company: JPMORGAN CHASE & CO.
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX XXXX # XXXX XXXX XXXX, NY XXXX XX/XX/XXXX XXXX XXXX XXXX, President and CEO J. P. Morgan & Chase Co. 
XXXX XXXX XXXX, NY XXXX Dear Mr. XXXX : I am a chase customer since XXXX and have my savings, checking and annuity with your bank and have been very satisfied with the services it has provided me over all those years. I have had several occasions where my credit card had unauthorized charges and they were removed without much aggravation. Unfortunately, this was no longer the case when I became a victim of the latest XXXX voice Phishing scam and again, sought assistance to resolve this matter with the Chase Credit Card division. Indeed, the reason why I am writing to you is to provide information on how I have been treated -- like a XXXXXXXXin seeking a similar resolution. 

On XX/XX/XXXX, I found a message on my home answering machine telling, my XXXX XXXX account was hacked and I needed to call a number that was provided. Concerned, I did call. The person answered seemed well informed of this alleged incident and tried to assure me that XXXX prevented unauthorized charges appearing on my account. Relieved, I was about to hang up believing the matter was resolved. He informed my that XXXX needed to do an investigation on my device, my XXXX desktop computer because, my XXXX  ID was configured for all my XXXX devices, XXXX, desktop, XXXX, laptop and XXXX touch and needed to be replaced. To accomplish this investigation, he needed to gain access to my desktop to see if a virus or Trojan horse, or malware  had infected my computer. Worried, I allowed him to remotely scan my desktop. I did so, with the thinking he gave me a URL with XXXX in the address. He performed what appeared on my computer screen a scan ; this lasted about 15 minutes. Once, concluded, he said, he found my machine was corrupted, and all of my devices had to be returned to XXXX for replacement. 

I found this a bit incredulous, in particular, because my desktop, XXXX XXXX was purchased in XXXX or XXXX and I thought it impossible for XXXX to have old models on hand. In addition, I configured my machine with three additional internal hard drives and increased the ram to 12 gb. He assured me XXXX could configure the machine but I would need to remove the hard drives once I received the replacement. I was still skeptical. He then said he needed a credit card to assure in good faith that I would not keep my old devices when the new ones were sent to me. He said he needed to place a temporary charge of {$3000.00} to cover them all. 

I again grew suspicious but I knew that I would call Chase credit card immediately, just in case it was fraud, to prevent the charge to go through -- - as indicated on your literature. Indeed, I make it a practice to call Chase Credit Card whenever I make a large purchase of over a thousand dollars. When I spoke to the agent, I explained everything that transpired and added, that I believed it was fraud, and could he assure me it was in fact XXXX  placing a charge on my account. I also emphasized two important points. 1 ) the charge should have reflected multiple items as the, what I will call the fraudster, alleged. And, 2 ) to document everything I shared about this call, just in case it was fraud. The agent assured me it was XXXX, and I had nothing to worry about because I was covered. I felt relieved. 

Days later, I was contacted by the fraudster a few times where I was supposed to receive the first of several packages, of replacements for my devices. I have attached the transcripts as well as the audio ( flash drive ) of two of the calls left on my cell phone, with call back phone numbers. I was told the first package would contained a device, unsaid which, and it was not configured properly and it needed to be returned. I was firmly told not open the package. An email with a shipping label would be sent for me to print out and affix to the package for me to give to XXXX. I received a package that appeared to be the size of a laptop but to be sure, I placed it next to my laptop box that I kept and it was a bit smaller, and the box was heavy on one side that made me suspicious. I received the email. I printed it and attached with the other documentation. I then called the number to confirm they tracked the number to insure it was in the XXXX system. When I spoke to the person, he appeared startled by my inquiry. The next day, I called about when the other package would arrive and the number ceased working. 

I then called Chase CC to alert of the scam as well as XXXX tech support. XXXX told me that they were well aware of this scam, and that I was a victim, and that hey never call customers. Tech support scanned my desktop and ran XXXX XXXX to see if the fraudsters left any traces on my machine. Next, I was instructed to delete the program they installed on my desktop. Now in the trash, I emptied it. He felt assured my machine was okay but if I experienced any problems to call back. The Chase CC told me not to worry because I was covered but they would have to contact XXXX to address the matter. The charge was changed from positive {$3000.00} to a negative. I felt relieved thinking this fraud situation would be over as before. 

I received a call from Chase CC telling me that XXXX would not settle the matter and I was responsible for the charge. I explained, I was the victim, and I thought I was covered. I was told to call XXXX, and explain what happened and ask to be reimbursed. I thought this was incredulous. I said, how am I going to ask XXXX to reimburse me when I did not make a purchase. At this point, I did not know what the fraudsters bought from XXXX. Chase provided all of the information, serial number, and other numbers to provide to XXXX. When I spoke to XXXX Customer Service, they were very aware of the scam. I told them Chase told me to call to seek reimbursement. The XXXX person nearly laughed. I felt humiliated. She said, the banks always settles these cases and why wasnt mine doing the same. I was told to call Chase and explain, that XXXX never reimburses people who have been defrauded. The agent attempted to connect me with tech support to place a trace on the laptop but they never did. Why, I dont know. 

When I called Chase CC, I was told that now I would have to open a case with the fraud division. I received the first of I believe, three calls, each of which made me feel harassed and not as if they were working to help me, but to incriminate me. I was told to produce anything to prove I was defrauded. At that time, I had not remembered if I saved anything that I could provide. So, I began to retrace everything that occurred. I was told first, to ask XXXX, it they could provide, in writing, something to the effect, that they dont make telephone calls. XXXX provided more of a company policy but not directly stating this ( attached ). I sent it in anyway. Days later, I received another call, asking for more information. I looked for the email for the tracking label, found it and sent that in. ( I went to the XXXX website and entered the tracking number and found the package was sent to an address in Ohio, with the person who signed for it ). I next found the voice mail messages on my cell phone, printed it out and sent that in. I then called XXXX to see whether it was possible to obtain a copy of the conversation I had with the technician that scanned my computer. I was told they could, but I had to request this information through its website. This information was sent to me in an email with a link to a file I had to down load. What I found was not a narrative but an XXXX spreadsheet. ( included with this letter ). But it did indicate Fraud and Phishing. 

At this point, I surmised, wrongly, that the fraud division was using all of the information I provided to work with law enforcement to track these fraudsters or at best catch them. I was shocked to learn none of the information I provided was ever used. How do I know this? When I received the letter on Friday, XX/XX/XXXX, that the investigation was concluded and I had to pay, I called Chase to explain what happened. I was told, I had to speak with the CC division to see what they could do. I spoke with a male person, who, without any reservation, said there was nothing that could be done. The case was closed and that I could write to you and it would not make a difference. Furthermore, that fraud division, for all intents and purposes, was there as means to further deny my appeal. I was told to send all of the information that I sent to the fraud divison to the Chase Executive Office in XXXX, Ohio, but that would be a waste of my time. He suggested I seek outside assistance but was not forthcoming with where or whom I should contact. I asked him, if this happened to him, would he pay. He said no. 

I am writing to you because I am not paying this charge because, first, I have been victimized by the fraudsters, and second, by my bank that uses my money to make money, and put me through XXXX only to tell me that everything was done to assist me. Yet, I did all of the legwork. Not once did I receive a call to tell me they received the information I sent, and when I told I had the audio recording, there was no interest. Really. I imagine even a rookie cop could put all these pieces together and solve this case. I have lost countless hours of sleep worrying about the stress I underwent and continue to experience even as I write this letter. My question : why has not Chase and XXXX worked together with law enforcement to protect your customers from this crime? 

There was a commercial years ago that said : you have a friend at Chase. Do I have a friend at Chase? Does Chase stand by its claim of fraud protection. I read, the cardholder must notify the bank once they learn of the possibility of fraud. I called within seconds of receiving the call. The person answering the call should have seen the charge was for one item, and not several items, devices, as the fraudster claimed. In that instant, he could have detected the fraud and blocked the charge from going through. Yet, I am the one who is being denied when I did the right thing. This whole investigation was an artful construction of an alternate reality. I expect you will have someone look into how your credit card division it treats your customers. This is a travesty. Clearly, some restructuring is in order, retraining or maybe replacing people who are not capable to deliver the sterling customer service that your ads and brand espouse. I would also like to add, out of the numerous persons I spoke with, only one said, we value your business and want to keep you as a customer. I expect you will do the right thing and keep me as a customer. Failing that, America needs to know how your bank treats its customers. I eagerly look forward to your Banks response. 

Per credit card XXXX Sincerely, XXXX XXXX, XXXX. 
XXXX XXXX CC : FBI CC : New York State Attorney, XXXX XXXX CC : XXXX CEO, Mr. XXXX Encl. ( flash drive and copies ( 27 )

Company response to consumer: Closed with explanation