Consumer complaint received 2024-03-07 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: FL

Complaint narrative:
On XX/XX/2024, my XXXX  account was compromised, when a hacker made an unauthorized charge of {$1600.00} on my DEBIT Chase card for a XXXX XXXX XXXX XXXX Despite immediate action to cancel the order, both XXXX  and Chase Bank failed to refund the money. XXXX  initially struggled to recognize the charge as " unauthorized '' due to the transaction " appearing '' under my name, but after extensive explanation and investigation, they acknowledged its unauthorized fraudulent nature. 



Evidence provided consisted of : XXXX XXXX  documentation stating my account was compromised and I did not make that order. ( SEE XXXX  letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). Further investigation, proved the shipping address was not mine. Additionally, the hacker 's concealment the purchase in MY ORDER history, that said, the cancel option wasnt available for me, usually found next to the item, having XXXX  to cancel it. ( SEE fax dated XX/XX/XXXX of pics sent to CHASE of My Orders to prove the laptop is not there ). Furthermore, XXXX tracking confirmed that the item was RETURNED, providing sufficient evidence for a refund ( SEE XXXX  letter dated XX/XX/XXXX with UPS TRACKING and Bank Statement of withdrawal but no refunds made after ). 



Despite my compliance with Chase 's XXXX Liability Protection, which ensures no liability for unauthorized charges if reported promptly, Chase instead repeatedly denied my claim XXXX ( SEE Denial letters ), obviously not taking into consideration the evidence provided nor investigating further. A few Chase associates even mentioned they didnt understand why Chase didnt provide the usual temporary credit when under dispute. ( Chase should have all these recordings ). Shortly after having this evidence, to make matters worse, XXXX  put my account on hold, and then deleted it without my authorization, though sending me an email, untruthfully stating it was requested by me ( SEE XXXX  XX/XX/XXXX ). When requesting documentation of deletion request, they cant provide it ( which doesnt make ethical sense ), and when requesting to restore my account, they said, it cant be done ( arent tech people able to restore deleted information? ). They did a new account ( without history )! What does that sound to you? Instead of XXXX  refunding my money right away after knowing the item was RETURNED, they justified not refunding it " after '' deleting my account because theres NO item or even notes, it all disappeared. Chase raises doubts about their intentions too, when disregarding the evidence of being an unauthorized charge, to avoid the responsibility of securing funds. 



Efforts to escalate the matter with supervisors at both institutions proved futile, as they claimed inability to connect me to higher authorities or Fraud Dept. ( claiming they work independently and only reached by messages from associates ). How can consumers have no rights to access KEY people in resolving such serious issues as restoring Accounts, and unauthorized fraudulent charges? 



CHASE failed, as my advocate to secure the unauthorized funds from the very beginning, if its restitution that they want, they could easily follow up right away with XXXX  when my XXXX  account was available or even now by just calling XXXX ( contact information and Tracking, located in the letter dated XX/XX/XXXX ), as to find third party merchant and claim those funds. Either the merchant still has it, and not able to return it to XXXX, or the funds were returned to XXXX  and sitting with XXXX  because not able to return to my deleted account. Regardless, Chase is obligated to comply with their Zero Liability Protection, I did my fair share of immediately contacting them even when the charge was in the processing stage but the associate said to wait until it turns to transaction, to be able to dispute... 



Its what forces me to file this complaint against CHASE, your intervention in this matter is greatly appreciated, as it is essential in protecting consumers from such negligence and what may be suspicious fraudulent practices. Thank you for your attention to this matter

Company response to consumer: Closed with explanation