Consumer complaint received 2025-07-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Complaint Logged Against : XXXX XXXX, J.P. Morgan Chase Bank, and XXXX Complaint Summary : On XX/XX/XXXX, an unauthorized online XXXX  purchase XXXX {$1900.00} ( including trade-in ) was charged by a scammer on my XXXX XXXX XXXX card XXXX XXXX J.P. Morgan Chase Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The alleged delivery was made by an XXXX XXXX driver on the same day, but I never received a device. I contacted both XXXX XXXX, J.P. Morgan Chase Bank and XXXX regarding the fraudulent charge ( including trade-in ) on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

On XX/XX/XXXX, J.P. Morgan Chase Bank reposted the fraudulent charge ( including trade-in ). J.P. Morgan Chase Bank stated that their XXXX Department conducted an audit by asking XXXX XXXX questions regarding the fraudulent charge and trade-in, and XXXX XXXX XXXX XXXX fraudulent charge ( including trade-in ) was legitimate. However, multiple XXXX XXXX employees stated the fraudulent charge ( including trade-in ) was noted in their system whenever I reported the fraudulent charge ( including trade-in ). See Complaint Timeline for additional information : Complaint Timeline : On XX/XX/XXXX at XXXX AM, I received over XXXX XXXX text messages and emails within an hour while working at my job. During this time, I received an order confirmation email from XXXX regarding the fraudulent charge. Specifically, the order confirmation was for an XXXX XXXX XXXX XXXX computer ( Device Serial No. XXXX ) with XXXX XXXX and an estimated trade-in on an XXXX XXXX XXXX XXXX XXXX. The fraudulent charge totaled {$1900.00} under XXXX XXXX XXXX XXXX. XXXX. Please Note that I received XXXX emails that day indicating the XXXX XXXX  XXXX computer was purchased using my XXXX  card and delivered to my house address via XXXX XXXX. According to the emails, the delivery driver received a signature under " XXXX XXXX, XXXX XXXX XXXX. However, I was home all afternoon and did not receive a package nor did anyone come to my house. In addition, my one and only XXXX ID Account is noted for my full name. It should be noted that my XXXX  ID Order History does not show a purchase for an XXXX XXXX XXXX  XXXX computer nor an XXXX XXXX XXXX XXXX computer with XXXX XXXX. In fact, I have never purchased or owned an XXXX XXXX computer. 

On XX/XX/XXXX, I contacted J.P. Morgan Chase Bank at XXXX AM : I noticed the fraudulent charge on my XXXX XXXX XXXX  card issued by J.P. Morgan Chase Bank and locked the XXXX  card online. Afterwards, I reported the fraudulent charge to J.P. Morgan Chase Bank. The J.P. Morgan Chase Bank employee reversed the fraudulent charge, canceled the XXXX  card, and put in an order to issue a new XXXX  card. 

On XX/XX/XXXX, I contacted XXXX XXXX at XXXX PM : I received packaging and a shipping label from XXXX XXXX via XXXX. I contacted the XXXX XXXX XXXX Department ( XXXX ) to ask what the purpose of the packaging was. During the call, I was told the packaging was for the trade-in. I explained the fraudulent charge ( including trade-in ) and that I did not request or authorize a trade-in, and I do not have an XXXX  device to trade. An XXXX XXXX employee stated the fraudulent charge ( including trade-in ) was noted and to discard the packaging. 

On XX/XX/XXXX, I contacted XXXX XXXX at XXXX AM, XXXX XXXX sent an email requesting the XXXX XXXX XXXX  XXXX computer for trade-in. I called the XXXX XXXX XXXX Department to explain the fraudulent charge again, trade-in request, that nothing was authorized by me and I had no XXXX device to trade-in. The employee stated to disregard trade-in request and everything was noted. 

On XX/XX/XXXX at XXXX PM, I received notification of a data breach from XXXX XXXX XXXX  ( XXXX  ), this is XXXX of my health providers, via mail. On XX/XX/XXXX, XXXX had a network disruption which resulted in data, including my name and some of my financial information, being compromised. This data breach could have compromised enough of my personal and financial data to make a fraudulent account with XXXX XXXX and make the fraudulent charge ( including trade-in ) seem legitimate. 

On XX/XX/XXXX, I contacted XXXX XXXX at XXXX AM, the fraudulent charge ( including trade-in ) was reposted to my new XXXX card issued by J.P. Morgan Chase Bank XXXX XXXX payment date of XX/XX/XXXX. I contacted the XXXX XXXX XXXX Department to inquire about the fraudulent charge ( including trade-in ). An XXXX XXXX XXXX Department employee stated that J.P. Morgan Chase Bank investigated and reposted the charge upon conclusion. In addition, the XXXX XXXX XXXX Department employee stated that XXXX XXXX will conduct its own investigation which will conclude in XXXX hours. 

On XX/XX/XXXX, I contacted XXXX XXXX at XXXX PM : I followed-up with Apple Corporations XXXX Department XXXX XXXX one from XXXX Corporations XXXX Department XXXX XXXX about the investigation. The call escalated to a supervisor, XXXX, who stated that J.P. Morgan Chase Bank investigated, decided the charge was valid and reposted the charge. During the call, XXXX confirmed that neither my XXXX  ID Account nor my XXXX  ID Account Order History were associated with fraudulent charge ( including trade-in ). 

Afterwards, I contacted J.P. Morgan Chase Bank at XXXX PM : I contacted J.P. Morgan Chase Bank ( XXXX ) and was directed to a J.P. Morgan Chase Bank XXXX Department employee named XXXX. XXXX stated the investigation was not in my favor due to XXXX XXXX stating the package was delivered and the delivery driver receiving a signature under XXXX XXXX XXXX XXXX XXXX During the call, XXXX told me that she would institute an appeal to my unfavorable ruling and then I would be contacted between XX/XX/XXXX, and XX/XX/XXXX. 

On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX at XXXX PM : A floor associate confirmed that XXXX XXXX utilizes XXXX XXXX for local, online deliveries. The employee advised me to contact XXXX XXXX XXXX regarding XXXX XXXX deliveries. 

Afterwards, I contacted XXXX XXXX at XXXX PM : I contacted XXXX XXXX XXXX Department and spoke with an Advisor named XXXX. After explaining the situation, XXXX reviewed the emails from XXXX regarding the fraudulent charge ( including trade-in ) and alleged delivery, my XXXX  Account Order History and verified that my XXXX  ID XXXX not associated with the purchase. As a result, XXXX created a new case for the XXXX Department only, XXXX XXXX. XXXX. Afterwards, XXXX transferred the call to XXXX with XXXX XXXX XXXX Department. XXXX informed me that XXXX XXXX XXXX Department was currently investigating the situation and stated the purchase was marked as fraudulent. The XXXX XXXX XXXX XXXX XXXX XXXX. is XXXX. In addition, XXXX advised that she could not update me on the investigation since the investigation is ongoing. In the meantime, XXXX advised that I obtain footage of the alleged delivery from my XXXX camera and file a police report. 

On XX/XX/XXXX, I contacted J.P. Morgan Chase Bank at XXXX PM : I returned a call from XXXX XXXX Chase Banks XXXX Department and spoke to XXXX. During our conversation, we reviewed the specifics of XXXX XXXX Chase Banks XXXX case. XXXX stated XXXX XXXX Chase Banks XXXX Department was going to file an appeal and reopen the fraud case. In addition, XXXX instructed that I send an email to XXXX XXXX Chase Banks XXXX Department to transmit my contact information and supporting documents for the case ( XXXX ). Afterwards, XXXX concluded the call by saying that XXXX XXXX Chase Banks XXXX Department was going to contact me in XXXX business days. 

Afterwards, I contacted J.P. Morgan Chase Bank at XXXX PM by emailing XXXX XXXX Chase Banks XXXX Department my contact information, last XXXX digits of my XXXX  card, XXXX XXXX Fraud Departments Case No. and supporting documents. 

Then, I contacted XXXX XXXX at XXXX PM by calling XXXX Technical Support to obtain footage of the alleged delivery on XX/XX/XXXX. Once I explained the situation, XXXX XXXX XXXX employee, XXXX explained that the footage could not be obtained since the date fell outside of the XXXX-day window from XX/XX/XXXX, and the footage has been deleted. The call concluded afterwards. 

On XX/XX/XXXX, I went to XXXX Police Department at XXXX PM : Talked to XXXX XXXX XXXX, with XXXX Police Department under Unit XXXX, about the fraudulent purchase ( including trade-in ). XXXX XXXX XXXX noted the details of the case and reported this as identify theft under XXXX XXXX. XXXX. 

On XX/XX/XXXX, I contacted J.P. Morgan Chase Bank at XXXX PM : Missed a call from Chase Banks XXXX Department at XXXX PM, so I called back at XXXX PM. I spoke to Chase Banks XXXX Department employee, XXXX, who informed me that Chase Banks XXXX Department found the fraudulent purchase ( including trade-in ) as valid. However, it was apparent that details regarding the fraudulent purchase ( including trade-in ) and shipping vendor were incorrect. Specifically, XXXX insisted : A ) purchased and received an XXXX XXXX XXXX  XXXX computer on XX/XX/XXXX B ) I signed off on the delivery of the XXXX XXXX XXXX  XXXX computer as " XXXX XXXX XXXX XXXX XXXX XXXX 
C ) The fraudulent purchase ( including trade-in ) was a valid charge. 
D ) That XXXX XXXX XXXX ( XXXX ) delivered the device. 
XXXX ) That I had an XXXX XXXX XXXX XXXX computer to trade-in. 

All these items are false, and I never stated any of these were true! The truth is that : A ) I did not purchase or receive any XXXX device on XX/XX/XXXX. 
B ) I did not authorize or sign off on the delivery of the XXXX XXXX XXXX  XXXX computer. 
C ) The fraudulent purchase ( including trade-in ) is not a valid charge and must be removed from my XXXX  card immediately. 
D ) XXXX XXXX made the delivery to someone who forged my signature, or the XXXX XXXX Driver took the device. 
XXXX ) I have never owned an XXXX XXXX XXXX. Therefore, I do not have an XXXX XXXX XXXX XXXX computer to trade-in. 
XXXX On XX/XX/XXXX, I received a folded cardboard box, plastic shipping material and a XXXX XXXX XXXX for the XXXX XXXX XXXX. XXXX XXXX. 

During the call, XXXX stated that the Chase Banks XXXX Department case was going to be re-opened and to send an email with supporting documents to Chase Banks XXXX Department XXXX, I contacted J.P. Morgan Chase Bank at XXXX PM by emailing XXXX XXXX Chase Banks XXXX Department my contact information, last XXXX digits of my XXXX  card, XXXX XXXX Fraud Departments Case No. and supporting documents. 

On XX/XX/XXXX, I attempted to contact XXXX at XXXX PM : Tried to contact XXXX regarding the alleged delivery made on XX/XX/XXXX. However, I was unable to connect with an employee. In addition, I could not locate another Customer Service Resource or phone number, so I attempted to contact XXXX through the XXXX app and was unsuccessful. 

Afterwards, I contacted XXXX XXXX at XXXX PM and spoke with XXXX with XXXX XXXX XXXX XXXX Department regarding the case. XXXX stated that she will escalate my case to XXXX XXXX XXXX XXXX who will contact XXXX regarding the alleged delivery made on XX/XX/XXXX. I was told I would be updated in XXXX to XXXX days via email and text. 

On XX/XX/XXXX, I received J.P. Morgan Chase Bank XXXX XXXX at XXXX PM. J.P. Morgan Chase Bank XXXX Department sent a notification letter, dating XX/XX/XXXX, stating that J.P. Morgan Chase Bank believed the charge was valid. 

On XX/XX/XXXX, I received J.P. Morgan Chase Bank XXXX XXXX at XXXX PM dating XX/XX/XXXX. According to the notification letter, J.P. Morgan Chase Bank believed the charge was valid without providing any evidence the charge was valid. In addition, J.P. Morgan Chase Bank stated the bank will not respond to requests for additional reviews despite the fact that the case is associated with an active police case. 

Conclusion : XXXX XXXX Chase Banks investigation was neither accurate nor complete. Meanwhile, a XXXX  driver either forged my signature on the delivery form and took the item, or did not verify the person who was receiving the package. In addition, XXXX XXXX has allowed someone to make a fraudulent account in my name and complete a fraudulent charge ( including trade-in ) without verifying the following items : - If I created the account in-question that made the fraudulent charge ( including trade-in ) - If I authorized the purchase for the fraudulent charge ( including trade-in ) - If I owned an XXXX XXXX XXXX  XXXX computer to trade-in. 
- If the signature the delivery driver received is valid

Company response to consumer: Closed with monetary relief