Consumer complaint received 2024-08-26
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO. (AZ)

On the morning of XX/XX/year> I received two texts from an app called XXXX by XXXX that I have on my phone. They were sending verification codes which I, nor anyone else in my family were trying to get. Later in the day, I opened my app to see what was going on and immediately upon opening the app, I had unwanted charges on the app. There were three, {$300.00} charges for gift cards for a company called XXXX XXXX. There was also a charge for {$100.00} fora company called XXXX XXXX that was charged and then refunded at the same time.I immediately called Chase Bank to report the fraudulent charges. I was told not to worry, and that yes they understand them to be fraudulent charges through my XXXX by XXXX app. He told me to erase my app and not to worry. He was going to remove my debit card information off of the app, they would be cancelling that debit card immediately, and sending a different debit card. He also told me my money would be refunded in 10 days. Two days later, on XXXX  XX/XX/year>, I checked my account and saw another three, {$300.00} fraudulent charges for gift cards to XXXX XXXX again. I called Chase Bank fraud department again and I was told that the man that I talked to over the phone on XX/XX/XXXX, didn't finish his job of removing my account information off of the XXXX  app which ended in my new card that they issued to be able to be used again on the app. I had not even received this new debit card in the mail. Chase fraud reassured me again that they knew they were fraudulent and since the charges were pending at that time, that those charges would be dropped off. I received my original refund for the first three, {$300.00} charges about a week later. I received a letter from Chase Bank on XX/XX/XXXX that they were denying the original claim and would be collecting the money back on XX/XX/XXXX. These were 100 % not my charges. They are saying that Visa is saying that the purchases were done legitimately. My XXXX app had my information on it. My name, address, email and debit card information was stored on the app so when the thieves got into my app they used my information. The fraud department made me feel like I was going to be ok and I thought I was backed up. I have never filed a claim or had any problems. I was never flagged for ANY of these purchases when I am flagged pretty regularly for very small purchases.The original fraud dependent representative never told me to file a police report which I have since. I did ask for transcripts of our recorded conversations because I feel like they should be backing me up especially with the proof of the second charges after Chase didn't take my account information off of the app. I was denied the transcripts.He also didn't tell me to try to get my money back from XXXX XXXX. He told me it was going to be handled through Chase. I've had many conversations with the Chase Fraud department and every time I am told something new. I did reach out to XXXX XXXX after the denial letter to see if they could help. They were only able to send me two emails addresses where they sent the fraudulent gift cards. Over three weeks ago, Chase fraud department requested the information from Visa as to why they say it was a valid transaction. I was told it would take a week and I have yet to receive that paperwork also. I did call about it and they told me to wait longer or go to my bank to have a bank associate call the fraudulent department on my behalf to get the paperwork emailed to them to print out for me. I did this, and we were told it was not possible to send the associate the paperwork.