Consumer complaint received 2024-03-02
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)

Summary : I called 4 times ( redirected 12 times ) to Amazon/Chase throughout the past 7 months to resolve a single fraudulent case that occurred in XXXX through XX/XX/XXXX. 7 months later, after already validating that these were fraudulent charges, Amazon re-billed fraud amounts and is charging interest to accrue on this unresolved fraudulent balance that neither Chase nor Amazon takes responsibility for. My current balance as of yet that is fully fraud is {$1800.00} ( XX/XX/XXXX ). 

Context : In my XX/XX/XXXX paper statement, I found outstanding amounts of obvious XXXX fraud transactions dating back as early as XX/XX/XXXX. After calling the XXXX XXXX team ( XXXX ) on XX/XX/XXXX, Amazon/Chase stated that they would reverse the fraud charges ( I asked for a paper statement and they assured me I would receive XXXX ) and ended my call, issuing me a new card with a new number. On my next XX/XX/XXXX statement, Amazon did reverse the fraud charges, but only for a partial amount of {$3200.00} ( {$4300.00} - {$1100.00} that I paid on XX/XX/XXXX ), leaving a balance of {$2500.00}. I contacted Amazon ( XXXX ) again on XX/XX/XXXX at XXXX and they assured me that they would clear the charges, stating to expect a clearance soon. On my XX/XX/XXXX statement, Amazon cleared the latter portion of the fraudulent charges amounting to {$2500.00}, and after I paid my responsibility of the remaining purchases on my Amazon account in XXXX {$250.00} and XXXX {$210.00}, my balance cleared back to {$0.00} by the end of XX/XX/XXXX. Not to mention Amazon shut down my XXXX account claiming I have unpaid balance at this time, so I was not and could not make any more purchases regarding my account in general. With that and the new card number that was given at the initial claim made in XXXX, I thought this episode was finally over. 

Issue : However, an outstanding amount of {$1700.00} was re-billed to my XX/XX/XXXX statement with a statement trail comprised of XXXX purchases to random names in other states ranging from $ XXXX {$10.00}, which are obvious fraudulent charges, and ones that Ive seen in prior statements. I contacted Amazon on XX/XX/XXXX stating that these are fraud charges I had already spoken about, and they told me something along the lines that they would get back to me in 3-4 business days once the Fraud team investigates the issue. As of the XXXX statement, no changes were made and no communication was received about my case. Therefore, the current XXXX statement states that I owe the initial amount in XXXX of {$1700.00} PLUS INTEREST, totaling {$1800.00}. I submitted another claim on XX/XX/XXXX to Amazon VisaXXXX XXXX Customer Service XXXX XXXX ) at XXXX to again clear this balance and after only being excused of the Late Fee and being redirected from Amazon to Chase Customer Service to Chase Fraud, they told me the Chase Recovery Department XXXX XXXX XXXX typically re-bills based on validated transactions and told me that specific reasons why the charges were re-billed could only be voiced once I got a hold of them. However, they redirected me again to the Chase Recovery Department where they were outside of business hours so I needed to call again the following business day ( Monday ).

What do I need to do to finally resolve this issue? Furthermore, how can we keep Amazon and Chase accountable for lack of transparency and ambiguous redirection regarding fraudulent activity such as these? 

Total number of times I contacted for the same fraud charge dispute : XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

Total Departments I was redirected to : 5 : Chase Security team, Amazon Customer Service, Chase Customer Service, Chase Fraud Team, Chase Recovery Department.