Consumer complaint received 2020-10-01
Company: JPMORGAN CHASE & CO.
State: VA
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:
On XX/XX/2020, my card was fraudulently used. My card had 44 charges from The XXXX XXXX XXXX for {$0.00} each, a charge for {$18.00} from XXXX XXXX, two charges from XXXX for {$15.00} each, and 2 charges from XXXX for {$8.00} each. I immediately opened a dispute for all of these charges as fraudulent. On XX/XX/2020, Chase removed 44 charges from XXXX XXXX XXXX XXXX, the {$18.00} charge from XXXX XXXX, two XXXX charges for {$15.00}, and two XXXX charges for {$8.00}. On XX/XX/2020, Chase credited me for another {$15.00} XXXX charge, and an additional {$8.00} XXXX charge it appears Chase credited me {$24.00} too much, since the four fraudulent XXXX charges were all removed XX/XX/XXXX. ( See attached XX/XX/XXXX statement. ) Chase cancelled my credit card and issued me a new one after I reported the fraudulent charges in XXXX, as documented in Chases XX/XX/XXXX letter. Since receiving the new card, I have not used it. Therefore, it can not have been compromised again. No one has the new card number except me and Chase. ( See attached XX/XX/XXXX letter. ) Despite that, on XX/XX/XXXX, Chase allowed a charge of {$15.00} from XXXX. On my XX/XX/XXXX statement, there is another new XXXX charge of {$15.00} dated XX/XX/XXXX. There is also a recharge of {$15.00} for XXXX dated XX/XX/XXXX. That is fine, since, as I previously pointed out, Chase credited me for an extra {$15.00} charge on XX/XX/XXXX. At this point, Chase now still over-credited me {$8.00} for XXXX, yet there are also two new XXXX charges that are fraudulent, each for {$15.00}. On the same statement, Chase credited me another {$15.00}, with a date of XX/XX/XXXX. So now we are back to Chase over-credited my account {$24.00}, plus two new XXXX charges that are fraudulent, each for {$15.00}. ( See attached XX/XX/XXXX and XX/XX/XXXX statements. ) On my XX/XX/XXXX statement, three XXXX charges were re-charged to my account from XX/XX/XXXX : one for {$15.00} and two for {$8.00}. And yet another new XXXX charge for {$15.00} for XX/XX/XXXX. It is obvious by now that each of these new charges for {$15.00} on the XXXX are the result of a subscription, since they are charged the same day every month. We will come back to that point later. Again, at this point, notwithstanding the new XXXX, XXXX, and now XXXX XXXX charges, Chase had credited me {$24.00} ( {$15.00} + {$8.00} XXXX too much. So, with the XX/XX/XXXX statement, two of the three re-charges ( one {$8.00} charge and one {$15.00} charge ) are valid, since I was over-credited, but the second {$8.00} XXXX re-charge dated XX/XX/XXXX on my XX/XX/XXXX statement is not. Chase has now shorted me on my original credits by {$8.00} AND has allowed three additional {$15.00} charges ( {$47.00} ). My XX/XX/XXXX statement has a fourth fraudulent XXXX charge for {$15.00}, bring the total outstanding fraudulent charges to {$63.00}, plus the credit I was shorted of {$8.00}, for a total of {$72.00} that Chase should credit to my account. ( See attached XX/XX/XXXX statement. ) The re-charges that are shown on my statements up to and including the XX/XX/XXXX statement appeared on my account with no communication from Chase. They simply showed back up on the account. I received no letter of explanation for why all of these re-charges were being added to my account. Upon investigating my account, I see there is a letter in my online account dated XX/XX/2020, that informs me all of the XXXX XXXX XXXX charges and the XXXX XXXX charges were deemed fraudulent, and that I would not be held responsible for them, but that the XXXX charges would be considered valid, with the reason given that I received benefit from the transaction. We will come back to that point later. I never received a hard copy letter regarding Chases decision about the fraudulent charges, nor did I even receive a notice via email that I had a letter in my online account, as usually happens when Chase posts documents in my online account. ( See attached XX/XX/XXXX letter. ) On XX/XX/XXXX, after noticing the new XX/XX/XXXX charges on my account, I called Chases fraud department. The Chase representative stated she would open a dispute. On XX/XX/XXXX, I received notice via email that I had a letter in my Chase online account. The letter was dated XX/XX/XXXX, offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. I called Chases fraud department, and was told the charges were recovery. I also reported the XX/XX/XXXX XXXX charge was fraudulent again, as well as the XX/XX/XXXX and XX/XX/XXXX charges. The Chase fraud representative said he said would pass it on to the recovery department, and told me to submit my XXXX documentation via secure message. I will explain the XXXX documentation shortly On XX/XX/XXXX, I received a reply to my secure message, stating that the information I provided in the secure message was being passed on to the fraud investigators. ( See attached XX/XX/XXXX email, XX/XX/XXXX letter, XX/XX/XXXX secure message and attachments, and XX/XX/XXXX email, and XX/XX/XXXX secure message reply. ) On XX/XX/XXXX, I received notice via email of a new letter in my Chase online account. The new letter in my account is dated XX/XX/2020. It offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. It also states they closed the fraud claim and wont review it again unless I provide new information. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. Please note that I had just provided them with XXXX documentation, which I will describe in further detail shortly. ( See attached XX/XX/XXXX email and XX/XX/XXXX letter. ) On XX/XX/2020, I called Chase at XXXX XXXX after seeing a new XXXX charge for {$15.00} dated XX/XX/XXXX on my account. The Customer Service Specialist transferred me to XXXX in the fraud department. XXXX reviewed the notes on my account and stated on XX/XX/XXXX my request for a review of the recovery chargebacks on the account was denied, even after reviewing the documents I sent. She stated the notes said it was a dispute with the merchant, not fraud. I requested proof and documentation that the charges were valid, and she stated they could not provide documentation for security reasons. ( See attached XX/XX/XXXX statement. ) I informed XXXX I was disputing XX/XX/XXXX XXXX charge for {$15.00} as fraud. On XX/XX/XXXX, I received notice via email that I had a new letter in my Chase online account. The letter, dated XX/XX/2020, offers no detailed information, but just generally states that Chase reviewed my fraud claim and confirmed the transaction ( s ) valid. It also states they closed the fraud claim and wont review it again unless I provide new information. The letter does not even tell me what fraudulent transactions they are referring to, though I assume it is ALL of the XXXX disputed transactions. ( See attached XX/XX/XXXX email and XX/XX/XXXX letter. ) To circle back on a couple of points : since XXXX, through at least XXXX, XXXX has charged at my Chase account {$15.00} every single month on the XXXX of the month. That indicates that this is a recurring subscription. This will be an important point later, when I try to block these charges from occurring. 
Second, as referenced earlier, I sent Chase some documentation related to XXXX. The fraud investigators asked me in the beginning whether I had a XXXX account. I informed them that yes, I do have a XXXX XXXX XXXX account does not bill to my Chase credit card, it bills to an XXXX XXXX card. When I submitted documentation of this in XXXX, I submitted a screenshot of my XXXX account with me signed in, that shows the email address associated with the account. This email address is the same email address Chase has on file in association with my Chase credit card ; it is the email address they set notices of letters to. ( XXXX ) The screenshot also showed the billing information for the account was an XXXX XXXX card. I also provided another screenshot of my XXXX billing activity for the past 12 months, which clearly shows my XXXX account was charged to an XXXX XXXX card, not my Chase credit card. The documentation I provided was for my valid XXXX account. I do not have multiple XXXX accounts! ( See Secure message attachment XXXX account and Secure message attachment XXXX billing documents. ) Chase refuses to designate these XXXX charges as fraud, despite my evidence that my XXXX account is charged to a different card. I did not authorize XXXX to charge my Chase card, and XXXX has not charged my Chase card in association with my valid account. Therefore, it is an unauthorized charge ; in other words, fraud. Obviously, there is a fraudulent XXXX account that has my compromised Chase credit card as the billing information. Not only does Chase refuse to acknowledge these as fraud, Chase refuses to stop allowing XXXX to charge my account each month, despite my repeated assertions that these are unauthorized. Just because I happen to have an account with XXXX, these charges arent considered fraud? Just because I frequent XXXX, does that mean no XXXX charge on my account could ever be fraud? Just because I shop at XXXX, does that mean any transaction with XXXX can not be considered fraud? 
I am not able to contact XXXX about this charge because the charge is not for my valid account. The charge is for a fraudulent account, for which I do not have any account information. XXXX is not able to look up an account based on the credit card number used. To manage this issue with XXXX, I would need account-identifying information such as the email address of account number associated with the account for which the charges were billed. XXXX from Chase informed me she could not provide me with any documentation that the charges were valid for security reasons. Waitsecurity reasons? Whose security? Chase apparently thinks this is my XXXX account, so whose security are they protecting? If it is my account, there is no security concern in providing me with the information. If there is a security concern because its not my account, this supports my claim that these are unauthorized, fraudulent charges. 
I thought when Chase issued me a new credit card in XXXX this would eliminate any future charges resulting from the initial fraud. Not true. I have not used the new credit card number since it was issued. Therefore, it can not have been compromised again. Yet I have new XXXX charges appearing on my account every month. Per Chase ( XXXX, in particular ), it is allowable for a recurring transaction that tries to charge a closed account to be transferred to a new account for that person. Therefore, a new card does not resolve my problem of XXXX fraudulently charging my card. XXXX does not have my new Chase credit card number ; XXXX continues to charge the compromised card number, and Chase transfers these charges from the closed account to my new account. 
I attempted to lock my card, thinking maybe that would prevent the XXXX charges from going through. But apparently, locking the card does not affect recurring transactions, which the XXXX charge is, since it is charged to my account on the XXXX of each month since XXXX. 
So Chase wont recognize the charges as fraudulent, or provide proof they are valid ( which might help me address the issue with the merchant by providing account information ). XXXX cant help me resolve this, because I cant provide any account information identifying the account using the credit card XXXX its not my account, so how could I? I dont know a name, an email address, nothing associated with the account that is charging my Chase card. Again, MY XXXX account is properly charging my XXXX card. ) I cant lock the credit card account to prevent the charges. Reissuing the card wont prevent the charges. So what option do I have other than closing this account and severing my relationship with Chase to stop XXXX from charging my credit card {$15.00} each and every month, for perpetuity? From where I stand, I have XXXX choices : close my Chase credit card account completely, since that appears to be the only way Chase will decline the charges, if my Chase account is closed, or continue to pay {$15.00} a month in fraudulent charges for the rest of my life. I am making one last attempt to get you, Chase, to recognize the issue and help me resolve it. All XXXX charges on my Chase account are fraudulent. 

A copy of this letter and all supporting documentation has been mailed to both Chases billing inquiries and customer service departments. A copy of this letter without the supporting documentation has been submitted as a secure message via my online Chase account, since all of the supporting documentation other than copies of the emails notifying me of letters is already contained in my online account.

Company response to consumer: Closed with monetary relief