Consumer complaint received 2025-01-25 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: FL

Complaint narrative:
Hello, I have an issue with my ChaseXXXX account XXXX 

I received a letter dated XXXX XXXX, stating that the fraud was looked into and deemed valid. I emailed XXXX Customer Service, stating that on XX/XX/XXXX, that a request for deletion on the fraudulent XXXX account and therefore could NOT provide me a resolution on my account. How could Chase deem this valid, yet they supposedly had NO information to investigate due to a representative giving me the OK to delete the account? 

I have provided a FTC report, ic3 report, and multiple fraud reports. I can not believe that I am being stuck with {$1600.00} of fraudulent transactions. I am unable to get any more information out of this investigation, otherwise " rest assured, we have reviewed this information thoroughly. '' I can not be responsible when I have done my due diligence, and I am requesting a full, detailed report on the investigation that was provided, including any information that I'd have to request under the FOIA. 

Below is a synopsis of what has taken place within the email to XXXX Customer Service, and then followed by the XXXX XXXX Representative Email : XX/XX/XXXX To Whom it May Concern : I am emailing for resolution on a fraud attempt and phishing shipping attempt on my account, in which I was informed that I could keep the items that were erroneously delivered to my home. I have received a letter dated XXXX XXXX, stating that the {$1600.00} was valid, in which case, that is in its entirety untrue and I need these charges refunded to me and these fraudulent purchases returned to my card. 

Below is the synopsis of what happened, in which where the letter from chase is stating that they reassured us that they researched it thoroughly. My question to you, is after reading below, is HOW? I would like my money back please. 

Starting on XX/XX/XXXX, I received an order confirmation from XXXX orders, none of which I placed. I also got a fraud alert from my Chase XXXX credit card for {$950.00}, so I called and immediately and cancelled the card, I went into XXXX and I couldnt find anything out of place, the orders that were in the emails do not show up. I later find their XXXX archived orders in my account that I can not see. 

I was working with my sister, and we decided to inform customer service, and I called XXXX to report the fraud again and stop the packages once we noticed the quantity of the items ordered. One email stating that an order of XXXX XXXX XXXX XXXX  totaling {$8900.00}. Chase says there is absolutely no decline or attempted charge with this amount. Theres a request for a gift card to be sent to XXXX. That is not my email address. In my XXXX account, the browsing history shows an XXXX gift card and an XXXX gift card, and a few of the fraudulent orders, but not the archived orders themselves. 

I have spoken with customer service numerous amounts of times. I have called Chase and XXXX XXXX XXXX, speaking to dispatch to make sure that those printers and any other items do not show up. I was reassured that no packages would be coming to my home, but then the next day, XXXX boxes showed up, and since I was home, with the gate closed, which prompted the delivery driver to ring the bell, I was able to refuse the packages. 

The next day, I received XXXX more boxes that were left at my doorstep because we had workers here and the gate was open, so I called XXXX and spoke with XXXX, from XXXX, and on XX/XX/XXXX and she advised me to keep the items, so my sister and I videotaped, cataloged and documented the items to file this report for these items are not something that I would order on my own My XXXX and Chase accounts were both locked and under investigation. I want this report to be a statement of oath that I had no intention of keeping these items, and that I did not order them, and are a victim of Fraud. 

My last purchase was for XX/XX/XXXX for some books, and the total purchases I made on the card that were valid were {$260.00}, as per my payment history, you can see I do NOT make large purchases in this manner, and that I always maintain a low balance. 

Below is a timeline of who I spoke to, what was sent, and what they said. If these calls had been pulled, for they were recorded for quality assurance purposes, then it would have been apparent that I was told to keep the items that I did not want and was a victim of fraud : XXXX. XXXX XXXX XXXX Chase XXXX XXXX XXXX Report same day purchases were made. XXXX XXXX ; account locked down. 

XXXX. XX/XX/XXXX XXXX @ Chase XXXX double checking. 

XXXX. XXXX XXXX XXXX XXXX checking. 

XXXX. XXXX XXXX and XXXX XXXX Chase/ XXXX Supervisor , spoke to also to talk to dispatch to make sure packages were not coming to home. Packages were delivered anyway. 

XXXX. XX/XX/XXXX XXXX @ Chase XXXX XXXX XXXX XXXX keep what was delivered from XXXX XXXX. XXXX XXXX XXXX advised specialist, told to keep what was delivered. Transferred to XXXX, XXXX Department to make another update. Transferred to XXXX and XXXX XXXX in Security, Supervisor, restricted new card to keep fraud at bay. 

XXXX. XXXX XXXX XXXX XXXX XXXX XXXX account XXXX and confirmed closure ( time unknown, afternoon ). Reassured by XXXX that charges were going to be removed, to keep items and everything will be ok. My sister was on the call. 

XXXX. I filed a report with FTC on XX/XX/XXXX Report number : XXXX XXXX. XXXX Report : XX/XX/XXXX Submission ID : XXXX XXXX. XX/XX/XXXX XXXX @ XXXX XXXX Double checking. 

XXXX. XXXX XXXX  @ XXXX XXXX double checking unauthorized charges. 

XXXX. XX/XX/XXXX XXXX  @ Chase- making sure new activated card is restricted. 

XXXX. XX/XX/XXXX XXXX and XXXX XXXX XXXX did not want to do anything xferred to XXXX and XXXX to keep disputing the {$1600.00}, they state that theyd reevaluate but I told them that I did not want the items, I was told to keep it. 

XXXX. XXXX XXXX Received letter from Chase XXXX XXXX. Emailed above XXXX XXXX Customer Service Below is what was in the boxes : Box # XXXX : XXXX XXXX  XXXX  XXXX  QTY XXXX Box # XXXX : XXXXXXXX XXXX XXXX QTY XXXX Box # XXXX : XXXX XXXX QTY XXXX XXXX XXXX XXXX XXXX QTY XXXX Box # XXXX XXXX XXXX XXXX QTY XXXX XXXX XXXX  XXXX XXXX XXXX XXXX Box # XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX QTY XXXX ( the fans in the box may be XXXX, one confirmed ) XXXX # XXXX XXXX Brand XXXX XXXX XXXX XXXX QTY XXXX How, within these phone calls, and within this timeline, that these charges were deemed valid? Please return the money to me because I am at a total loss as to how and why these charges are valid. I await your response as soon as possible. Thank you for your time and assistance in this matter. 

Regards, XXXX Letter from XXXX : Monday XXXX XXXX XXXX XXXX, I'm XXXX XXXX XXXX XXXX XXXX XXXX. Your email has been brought to my attention and XXXX happy to assist you further. 

I'm responding to a recent request concerning your XXXX account. To protect your privacy, we only send account information to the email address on file for a customer 's XXXX account. That's why I'm sending my reply to this email address, rather than the address from which the request was sent. 

Once an account closure request is submitted, this begins a request to delete the data associated with the account in all marketplaces and XXXX affiliated sites globally and closes the XXXX account worldwide. 

We were able to verify a request to close your account was submitted on the XXXX retail website on XX/XX/XXXX at XXXX PM. As a result, we are unable to restore your XXXX account and any data associated within it. 

I would be happy to issue a {$100.00} XXXX gift card as a gesture of goodwill should you decide to open a new account. 

We're always happy to help if you have any other questions - you can click a button to contact us from any Help page on our website. 

We appreciate your understanding. 

Best regards, XXXX XXXX. 

Thank you. 
XXXX Please, I have done my part and was going off the advisement of the customer service and fraud representatives, I can not be held responsible for fraudulent activities.

Company response to consumer: Closed with explanation