Consumer complaint received 2018-10-18
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:
Hello, On XX/XX/XXXX I received a phone call from Chase informing me of fraudulent activity on my account. This initial phone call went over established fraud in that there were several charges made in another state. During this phone call the representative was asking for account details and began to ask my security questions, including my mothers maiden name. As I am adopted by two men I would not have an answer to that question since I do not have a mother. I informed the rep that I have not been able to log into this account since XX/XX/XXXX and as a result stopped making charges on it. I was told, after speaking to the Chase rep and confirming that there was in fact fraud on my account, that within 30 days the case would be resolved. 

I did not receive any further email communication or phone calls until XX/XX/XXXX. During this phone call the rep tried to place blame on me, stating that I gave a friend access to my card to use. The fact is that some of these charges were made in Illinois, Texas, South Carolina and I do not know any one that lives in these regions. I was then followed up with on XX/XX/XXXX, in which the rep told me that this case was not fraud but a merchant dispute. After being transferred to the merchant dispute department, they informed me that it was most certainly fraud and that the fraud department would have to call me back to handle the case. 

I receive this follow up call on XX/XX/2018 in which the rep told me that the fraud charges would be reversed and that all of my late payment fees would be removed as well as the interest that had been charged during this time. It was agreed that there would be a one time payment of {$67.00} to be taken out on XX/XX/XXXX and that may payments would go back down to {$25.00} after from here on out. On XX/XX/XXXX I took a screen shot of my account to show what charges were pending to be reversed.

According to this the new balance after all charges were reversed should have been around the sum of {$2000.00}. However, on XX/XX/XXXX I logged in again and took another screen shot that showed that the total balance due was now higher and had nearly doubled as well as all of my reward points earned were removed. 

At this point I called Chase to question why this had still not been taken care of. They began to ask me for a verbal password for my account which I had not set up, so they began to reset my account password. During this call I was informed that the rep working on my case would call me back on XX/XX/2018 at XXXX to go through each charge that was made since XX/XX/2018. When this time came around, I did not receive a phone call from them. I attempted to call Chase and as they were transferring me to the rep working on my case, the call was lost.

I then received a call back on XX/XX/XXXX in which I was hung up on after being transferred around for 25 minutes. I called back and they informed me that they would be sending my account to collection as it was reported as past due even though Chase had authorized a {$67.00} payment on XX/XX/XXXX ( originally scheduled for XX/XX/XXXX as stated above ). They stated that there was no record of any calls with me pertaining to  fraud on my account. At this point Chase informed me that they would have a rep call me back at a later date to reopen the case. 

On XX/XX/2018 I receive a phone call from Chase stating that the fraud charges would not be reversed as there was a note on the account stating that I had consented to the charges, even though in the previous conversation they stated that there was no record of fraud on my account at all. 

I was then contacted by collections on XX/XX/XXXX stating that the account was going to be closed because of past due payments. The last payment was received at the end of XX/XX/XXXX for the amount of {$67.00} and the account shows that the past due payments were reported before the payment was ever taken. 

This process has been going on for several months with no resolution. According to you guys at the Consumer Financial Protection Bureau : { The card issuer must send you a letter stating that it has received your billing dispute within 30 days of receiving it. The card issuer must complete its investigation within two complete billing cycles of receiving the dispute, which generally means two months, and can not take more than 90 days.

If the card issuer determines that no billing error occurred, it must mail or deliver an explanation of the reasons why it believes that no error occurred. 

If the card issuer determines that a billing error occurred as claimed, then it must correct the billing error, credit your account with any disputed amount and any related finance or other charges, and send a correction notice to you. } During this investigation my account has been charged interest and Chase has continued to collect on this account. Chase has also reported delinquency on this account to the creditors during investigation, which has now ruined my credit score, even as the monthly payments were being made. I have yet to receive any email or paper mail notification of the fraud case being handled and Chase has had this investigation open for  more than 2 billing cycles now. I am aware of my rights as a card holder and I know that Chase has made infractions against my rights.

Company response to consumer: Closed with explanation