Consumer complaint received 2020-09-26
Company: JPMORGAN CHASE & CO.
State: TX
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 am writing to dispute a transaction in the amount of [ {$410.00} ] on my account. The amount is inaccurate because the transaction was made on a card that was never delivered to me by mail and I never even activated that card. I was initially holding a Chase sapphire card ending in XXXX which I had misplaced. Hence I ordered a replacement card in XX/XX/2020 over the phone with Chase customer service. 

The customer service mentioned that a card ending in XXXX has been dispatched by mail to my address. However, I never received that card in my mail and I never activated the card since I didnt receive it in the first place. 

I noticed some unauthorized transactions on my account at XXXX amounting to {$410.00} on my account with a transaction date of XX/XX/2020. I promptly called the customer service on XX/XX/2020, upon noticing the transactions as I realized they were fraudulent as I never received that credit card ending in XXXX. The customer service rep assured me that the fraudulent charges would be reversed and I would not liable to pay charges for transactions on a card that I never received. 

On my latest statement in XX/XX/2020, I observed that I was being asked to pay for the fraudulent transaction of {$410.00} claiming that the first round of investigation was found to be against my claim. I called that chase fraud department promptly on XX/XX/2020, and they mentioned that they thought the card was cloned and didnt realize that I never received that card in the first place and they would investigate further. 

Again on XX/XX/2020, I received another notice in my account stating that they found the charges to be valid again and I should pay for those fraudulent charges of {$410.00} conducted from a chase sapphire card ending XXXX which I never received. 
I am disappointed that I am being asked to pay for charges time and again on a chase card which I never received. I hold a checking, saving, and three credit cards with Chase. I have referred multiple people to chase services over the past 2+ years of my relationship with Chase . It is basic common sense that I should not be held liable for charges that were made on a chase card ending XXXX which I never received and never activated it. 

I have called and explained this situation multiple times and by the look for the first discussion with the fraud department about cloning the card vs card being never received, it shows the investigation being made on non-factual investigation and makes me doubt the quality of investigation. 

As a consumer, harassing me for a charge that was never made by me on a card never received or never activated by me tantamount to fraud in itself. I request chase to provide me an acknowledgment of delivery and activation of the card ending in XXXX if it deems the transaction to be valid in the first place. 

I am requesting that the error be corrected, that any finance charges related to the disputed amount be credited to my account, and that I get an accurate statement. I dispute the transaction of {$410.00} at XXXX on XX/XX/2020, because of the reasons explained in this letter.

Company response to consumer: Closed with monetary relief