Consumer complaint received 2024-08-07
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (CA)

On the XXXX XXXX XXXX XXXX, at about XXXX XXXX, I received a call from XXXX, which my phone identified as coming from Chase. When I answered the phone, the caller identified himself as a Chase fraud agent. I believed this because I had experienced fraud with this Chase card account multiple times. So much so that I had locked the card and had only been using it to pay for my audible membership for some time. The " Chase fraud agent '' asked me if I was the cardholder of my credit card account. When I replied in the affirmative, he asked me more questions about the credit card account and, after leaving me on hold for a long time, informed me that my identity had been compromised, gave me a case number, and told me to call a number ( XXXX ) to speak with their " identity recovery department. '' This person was the one I spent the rest of the time talking to. It was dinner time, and I was trying to make food for my kids while answering questions, so I was distracted. He told me they needed to review the information in their records to " rebuild my identity. '' I provided almost all my info : name, address, passwords, SSN, mother 's maiden name, credit card numbers, everything. He then persuaded me to turn on call forwarding. I didn't realize this at the time, but the reason they had me do this was so that they could intercept calls from the actual Chase bank. They then used my credit card to make XXXX purchases : XXXX XXXX XXXX for {$5400.00} and XXXX XXXX XXXX for {$1900.00}. 
Meanwhile, the caller told me that they suspected my account had been hacked on the bank 's end, and he needed to initialize some " test '' charges for some reason that I can't recall. He told me that he would send me a notification on my Chase app requesting that I authorize a charge, and he told me that it was important that I accept it. I believed him because I couldn't understand how he could send me notifications on my app if he didn't work for Chase. I didn't figure out until the next day that they were intercepting the calls from the actual Chase fraud department, and because of this, they knew when the notifications would be sent to my app. 
By this time, it was getting late, and he proceeded to tell me that they were working with the police to catch a bank teller at my local bank who was suspected of using his access to steal my identity and potentially my money. In the morning, they wanted me to wire a large amount of money from my bank account to some random " master account '' for safekeeping to help with a " sting operation '' they were assisting the FBI. This extremely suspicious request finally started to shatter the trance that I seemed to be caught in, and once I had ended the call with him and spoken to my wife, who had just gotten home from work at about XXXX XXXX, I finally realized that I had been taken for a ride. I called Chase Bank that evening and explained the situation to them. They said they would cancel the charges after a review. A week later, the charges disappeared from my account. I thought that that was the end of it, and I proceeded to freeze my credit, change all my passwords/security questions, and file a report with the FTC ( FTC report number : XXXX ). 
Since I had called Chase 's actual fraud department, and they had assured me that the charges would be flagged as fraud and canceled, I believed I had not suffered any financial loss ; I didn't think submitting a police report was necessary. Unfortunately, Chase Bank has now determined that I am responsible for the charges since I provided my card number and authorized the transactions. I can not get the vendors ( who are based in XXXX and XXXX ) to refund the charges because they have no transaction history with me. Chase has also refused to dispute these charges because I can not provide any information about the transactions, such as what was purchased or any receipts. I can not give this information because I did not make these transactions myself. Since I am potentially experiencing a significant financial loss, I have filed a police report. The police report reference number that I have is XXXX. 
I have since contacted both vendors. I attempted to contact XXXX XXXX through email and by calling the phone numbers listed on their website for their XXXX, XXXX, and XXXX offices. They either did not answer or said they could not help me. They also refused to send me an email stating their rejection or even XXXX to recap the content of our conversation for the record. I successfully contacted XXXX, and after explaining the situation and sending a copy of my card statement, they said they would review the case and get back to me in XXXX hours. XXXX has since sent me an email stating that they do not have any transaction history with me.