Consumer complaint received 2018-02-22
Product: Credit card or prepaid 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. (PA)

On the evening of XX/XX/XXXX I received an audible XXXX pop-up while using my laptop. My laptop was locked out, and nothing I tried to get it back worked. Therefore, I reluctantly, called the number on the pop-up. The person on the other end said my laptop was out of warranty ( I knew that ), then I was told that a company called " XXXX XXXX XXXX could fix the ( so-called ) virus that was running through my laptop. I was pressured by the person to get the problem fixed. I asked how much and was given a ridiculous fee of over {$1000.00}, and I said, " Look, I'm over XXXX yrs. old and trying to work for my retirement, and am not able to justify that amount. '' I kept asking if the company was reliable, and of course they insisted that they were on the up and up. As much as I wanted my laptop unlocked, I really felt uncomfortable about giving in to them. I felt quite trapped by them. So I went through their process of signing and giving them the credit card number and allowing them to take it over and install the malware that ( I was charged {$940.00} ) After the whole incident took place, around XXXX XXXX  or so, I immediately called Chase/Slate Credit Card Company to let them know what just transpired. The girl I spoke with gave me the number for the Dispute Dept. and said to call first thing in the morning, which I did. I called either XXXX or XXXX XXXX and explained my unfortunate situation. I explained what happened and told them I signed and charged the services but believed it was a scam, mainly due to the " XXXX Pop-up '' that came out of the blue. I know the transaction could not have gone through the system to pay XXXX XXXX XXXX via XXXX. Furthermore this was XXXX XXXX XXXX. I acted on this immediately, and was told to send whatever proof I could send. So I took my laptop to XXXX XXXX ( XXXX, PA ) XXXXXXXX XXXX, and the tech on XX/XX/XXXX ( XXXX ) listened to what I told him happened, and he agreed that I was scammed and that they were very familiar with the type of scam I fell victim to. He told me that there is no way that what they installed costed that much. He said they were very good at what they did by using the companies they used to scam me. I have been through XXXX trying to have the charges reversed because of the fact that I was taken advantage of. I have filed a complaint against the company, XXXX XXXX XXXX to the IC3 via the FBI, CFPB, FTC, filed a police report, and faxed all the the documentation and a document from the FTC found online regarding the exact incident that happened to me. I have faxed and written letters and the last letter to the Credit Card Company I hand wrote to them requesting that they reverse the charges since this was definitely a fraud. No one will do this for me. I have been a customer of this company even before they bought the last company I was with. My good credit is important to me as much as seeing justice in this incident. Why did they pay scammers? They said the XXXX XXXX company had more information to prove I signed and agreed to their services without taking into consideration that I am a good customer, that fell victim to a scam artist. I acted on this immediately and thought that from XX/XX/XXXX. to XX/XX/XXXX that this was being investigated. I sent them the statement from the XXXX XXXX, only to find out in XX/XX/XXXXthrough a letter they sent comparing my statement to the phony documentation about me signing their agreement. Also, I have gotten no where with the Dispute Dept., who I spoke with today ( XX/XX/XXXX ). However, when transferred to the Fraud Dept., I spoke to a man named XXXX, and he told me that the XXXX XXXX XXXX company was " Bogus '', and when I asked him if I had to pay the {$940.00}, he said, " No, don't pay it. He then transferred me back to the Dispute Dept. and I spoke to a gal named XXXX, who said the Dispute Dept. decided that the evidence was stronger from the XXXX XXXX XXXX and they were sorry but the amount of {$940.00} was remaining on the statement. I also spoke to XXXX or XXXX the supervisor of the Dispute Dept. and received the same information. No one will reverse the charges. I told them I can not justify paying a scam artist, but they don't see it that way. They only see what they want to see. With all this being said, I want to add that had I noticed that something was not right with my laptop, I would have called someone on my own for help. I acted out of fear, and the credit card company knows that. FYI, I also called XXXX that evening and they said they do not place Pop-Ups on any computer stating that there is a virus.