Consumer complaint received 2024-07-20
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. (VA)

I will try to give a full background of the issue since there were a lot of complicating factors. 

On XX/XX/XXXX I started moving from my old apartment where I had been living as a live in XXXX XXXX for my XXXX roommate to a new apartment. My old roommate and I had a falling out because he was asking me to do tasks that I hadn't agreed to and he was insisting that I buy him anything he asked for. I paid the XXXX internet bill while I was living with him and had it set up on autopay through my Chase Freedom XXXX credit card. 

Unfortunately, on XX/XX/XXXX my wallet was stolen while I was looking at furniture at a thrift store for my new apartment. I called the police office to let them know that I was looking for it but I didn't file a report. 

I had all the cards in that wallet reissued with new numbers, including my Chase Freedom XXXX card. Since I also lost my driver 's license when my wallet was stolen, my move was very chaotic since I wasn't able to rent a moving XXXX and had to move everything in my car. I didn't have the password for the XXXX account and wasn't able to get to the store in person, but I figured that since the card had been reissued that it wouldn't be a problem if my roommate didn't take care of it. 

Separately, In XXXX of XXXX I started having a lot of issues with Chase 's app. It would crash every time that I tried to look at my transaction history or in other sections. I also tried using the Chase website a few times, even though it was pretty inconvenient for me since I don't use a computer often outside of work and I also had trouble with the Chase website. It would log me out while I was using it and it was completely down when I tried to use it in XXXX of XXXX to try to look more into the issue I was having with the XXXX XXXX. 

As an aside, I also tried multiple times to change my autopayments for my credit cards from my checking account to my savings account and it would say it was changed and then they would still charge the previous account which would cause the payment to bounce. I tried calling customer service to change it and they said that they had changed it and then it still went to the wrong account again. I had to call them again to fix it. I was charged {$100.00} in interest of XX/XX/XXXX due to this issue and when I called and asked to remove it since it was due to a glitch on their end, they refused and refused to escalate it to a supervisor. I recently upgraded to a new phone, in part because I thought that was causing the issue with the Chase app and I figured the interest, fees, and stolen money from this issue was less than a new phone would be. Well I'm still having issues with the Chase app, including the fact that it keeps asking for me to approve logins on my old phone even though I had an about XXXX minute long nightmare phone call to verify my identity to use the new phone where the customer service rep never clicked the button to generate my code ( but that's another story ). 

When I first downloaded the Chase app on my phone, I set up transaction alerts for all purchases so that I could monitor any suspicious activity. Sometime between when I started having the app issues in XX/XX/XXXX and XX/XX/XXXX, I stopped getting any transaction alerts. 

I mentioned these issues during phone conversations with Chase representatives and was told that I should put in a ticket for them, but wasn't told how to put in a ticket and I couldn't find any information when I tried to find such a thing. 

In XXXX of XXXX, I noticed that XXXX autopayments had been taken out by Chase, even though I had only been using XXXX cards. In fact, I had not even taken the Chase Freedom XXXX card out of the letter it came in. 

It took me about XXXX minutes of logging into the app repeatedly to even be able to see what the charges were. I was charged {$59.00} on XX/XX/XXXX, {$89.00} on XX/XX/XXXX, and {$59.00} on XX/XX/XXXX. I saw that they were from XXXX and I called Chase to dispute them since my internet was covered by my new apartment. When I spoke to representatives, I told them that I didn't even know what the card number was because I hadn't opened it. They told me that automatic payments will automatically update and that I needed to talk to XXXX to see if they would refund it and if not, I could file a police report to dispute it with Chase if that didn't work. 

I called XXXX and the first representative I spoke to told me that they would refund it and take the card off the account but he had to send me to the right department. The next person I spoke to told me that they couldn't do anything since I didn't have the password to the XXXX account. I told them that I should be able to take my credit card off of an account and that I could verify my identity but they told me that I would need to have the card reissued with a new number and that I could file a fraud report online if I made a police report. 

I made a police report, but couldn't get the exact details of the charges since the Chase app kept crashing. At the time, I was still at work and couldn't continue talking to these companies all day so I came back to it either the next day or a couple days later. 

I had expected either Chase or XXXX to send me a follow up or a customer service rating email or something but neither did, so the next time I called I asked both of them if they could send me an email about the call or send me an email I could send my dispute through so I would have documentation. They did not send me an email. 

I was not able to find the fraud report place online that I was told about for XXXX, so I called and asked for it and was told they did not have a fraud department. I insisted that they must have a fraud department. They insisted that they did not. I asked for a supervisor. She said she would look into the fraud website. She gave me a website that was invalid. I told her it didn't work and she sent me to another representative. He told me that I should go in person to fix it. 

When I called Chase with the police report they still refused to dispute the charges. They refused to escalate the issue to a supervisor. I was told that they would reissue the card and put in a stop payment request and that that should solve the issue. 

Before I was able to go in person to try to get it refunded, I was charged {$59.00} again on XX/XX/XXXX. To Chase 's credit, they did let me dispute that transaction and refunded the {$59.00}. 

When I went in person to the XXXX store, they were able to take the card off but told me I would need to call to get the refund. They gave me a number with a local area code. I was super excited. I thought I was getting somewhere. When I called the number ( in the XXXX XXXX parking lot ), I'm pretty sure it was the exact same woman I had talked to multiple times already. She was definitely not a local representative. She was wildly unprofessional and insisted that it was a personal issue and that I needed to handle my own personal issues and that if my old roommate had my card number that I just needed to get my card reissued. She clearly did not understand how the autopayment worked, or that I had already reissued the card twice, and she could not provide me contact information for a fraud department, and would not get me a supervisor. My boyfriend and his mom had given me the ride to the store because I was having car trouble and they spent the whole time somewhere between disbelief and trying to hold to back laughter because the things this woman was saying were so ridiculous and unprofessional. 

I went back into the XXXX store and told them that the number was no help, but they said that I had to go through it to get refunded. 

During this whole process I spent untold hours trying to resolve it. Chase should have done their part to dispute the transactions. They provided me with incorrect information that dragged the issue out for months. They did not provide me documentation even though I asked for it. They did not provide a place to submit the police report. They would not get me a supervisor. They continue to have technical issues and incompetent customer service representatives that have led to them profiting by taking interest and fees from me that only happened because of issues on their end.