Consumer complaint received 2024-08-05 00:00:00
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.
State: PA

Complaint narrative:
On XX/XX/XXXX, I started to receive charges from a hacked/phished account for XXXXXXXX XXXX  XXXX Upon seeing the ads that were running, I called Chase Bank to report the fraudulent activity. At the time of my call, the charges were $ XXXX {$50.00}. My instinct was to close the card, but the representative at Chase Bank 's Fraud Department advised me to remove/block XXXX Wallet to stop the charges and to contact XXXXXXXX XXXX to resolve the issue. I followed this advice, believing the charges would be blocked, and I filed a case with XXXX. However, when I checked my card later in the day, I had nearly {$1000.00} in charges that were not blocked. So, I froze the card myself online and informed Chase that I was disputing the charges, explaining that all except for {$4.00} were fraudulent. 

My XXXX case was " passed to a special team, '' and for about 45 days, I received messages stating they were actively investigating. In XXXX, I received a message from the team saying the investigation was ongoing but that they had to close my ticket for internal compliance reasons. They then asked if my issue was resolved and closed the case for no response. These messages came at XXXX XXXX, and the ticket was closed at XXXX XXXX  the same day, essentially closing communication because I wasn't actively reading the messages between XXXX XXXX  and XXXX XXXX. 

I checked to see if my issue was resolved by logging into my XXXX XXXX account. The accounts were cleared, the fraudulent accounts were removed, and my balance was XXXX. I incorrectly assumed the issue was resolved until Chase Bank 's Fraud Department called me, stating that the XXXX charges were valid and that I must pay roughly {$850.00}. 

I have escalated this issue with Chase, questioning why billing from XXXX was allowed to continue despite following their advice. The representative made me believe that the solution provided would allow me to fairly dispute the charges without the continuation of fraud. 

Now, XXXX customer service claims they can not verify the charges or the account, which they removed. Despite providing screenshots of my interactions and explaining the situation in detail, they continue to send closed response messages with no way to reply. I have gone through this cycle multiple times. 

While I took immediate action to resolve the issue, I was incorrectly advised by Chase 's Fraud Department, which has now left me responsible for these charges. Additionally, I am doubtful of the effectiveness of their fraud department, as I also received an accidental email intended for someone else going through fraud, revealing their name. As for XXXX, they slow-rolled the issue and disavowed it in the dead of night. This has left me with a feeling that both of these companies know how each other operates and my patience and belief in a resolution was used against me to leave me financially responsible.

Company response to consumer: Closed with monetary relief