Fraudulent charges on Chase Credit Card -- Chase unresponsive

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McCharley
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Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by McCharley » Thu Dec 06, 2018 5:47 pm

I have a Chase Ink credit card, and I was called by Chase about two months ago because there were two charges that appeared fraudulent to them. In fact,they were charges that I had not made, so Chase cancelled my card and issued a new one. In the meantime, these companies shipped me the items -- women's clothing that I definitely didn't order -- and I used the return slips to ship them back.

Lo and behold, on my next credit card bill, the two charges reappeared. I called Chase and they said that it was probably because the merchants argued that items had been shipped, and they would review the situation and get back to me within 10-15 business days. A month came and went and nothing happened, so I called again. This time I was told that I would be called back by the end of the day and given the person's extension number. They didn't call, so I called them twice, and it went to voicemail both times.

I called the main number and was given someone else's extension. I called and it went to voicemail. :annoyed

I am really getting frustrated, and I am sick of wasting time on this. How can I get someone at Chase to pay attention? It's about $120 in charges, although one of the companies refunded about $30.

Housedoc
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Location: Alabama

Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by Housedoc » Thu Dec 06, 2018 5:58 pm

Twitter and Facebook. They hate public display of their crappy service

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Watty
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by Watty » Thu Dec 06, 2018 6:08 pm

Was it a business or consumer card? There are different rules for business cards.

THY4373
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by THY4373 » Thu Dec 06, 2018 6:18 pm

Since this is an Ink card it is a business card and thus (as noted above) has different (generally less) protections than a personal card. Whether or not that impacts this situation I don't know. The one thing I have seen repeated multiple times is to always follow up a call on fraudulent charges with a written letter. Start creating a paper trail as soon as possible.

I or rather my ex when we were married had rather extensive fraudulent charges on a personal card and after calling in we followed up with a letter. Chase in that case did right by us with little intervention on our part.

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whodidntante
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by whodidntante » Thu Dec 06, 2018 7:19 pm

Is a crazy ex a possibility? Was your account on some retailer website compromised? Perhaps a prank from some jerk at the office?

You are under no obligation to return items that are delivered to your home that you didn't order. I would have listed them on Facebook marketplace. It's a fee I collect on merchants for not having adequate security procedures and attempted theft of my time.

Cancelling/replacing the card will not protect you if the merchant successfully argues the dispute with the issuer. These things can become a real he said, Xi said. Letters good, phone calls bad.

McCharley
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by McCharley » Thu Dec 06, 2018 9:56 pm

Public shaming on Twitter or Facebook is a good idea, as is making a paper trail.

Since I have no following on Twitter or Facebook, I have resorted to customer service email threatening to drop their card unless they work this out. We'll see how that goes. :|

It just occurred to me that posting this here, and having you folks respond, is actually a bit of public shaming. :sharebeer

I'll update this with what happens...

Spirit Rider
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by Spirit Rider » Fri Dec 07, 2018 12:13 am

McCharley wrote:
Thu Dec 06, 2018 9:56 pm
Since I have no following on Twitter or Facebook, I have resorted to customer service email threatening to drop their card unless they work this out. We'll see how that goes. :|
Threats are seldom effective in customer service situations and are often counter-productive.

You would have been far better off with escalating this to management or other avenues.

TravelGeek
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by TravelGeek » Fri Dec 07, 2018 12:28 am

Watty wrote:
Thu Dec 06, 2018 6:08 pm
Was it a business or consumer card? There are different rules for business cards.
Ink is a business card. I would formally dispute the charges, in writing or online if Chase supports that for business cards. Not sure how much the card holder rights are limited compared to consumer cards, but even if the law isn’t as strict for business cards, the banks are probably still interested in keeping cardholders happy and weed out fraudulent merchants (their next fraud will be with a consumer card). Threatening customer support with card closure isn’t going to help. They hear that a dozen times a day.

Housedoc
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Location: Alabama

Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by Housedoc » Fri Dec 07, 2018 12:43 pm

McCharley wrote:
Thu Dec 06, 2018 9:56 pm
Public shaming on Twitter or Facebook is a good idea, as is making a paper trail.

Since I have no following on Twitter or Facebook, I have resorted to customer service email threatening to drop their card unless they work this out. We'll see how that goes. :|

It just occurred to me that posting this here, and having you folks respond, is actually a bit of public shaming. :sharebeer

I'll update this with what happens...
You don't need a large following, when people look at company's page or feed your comments show up.
Can't tell you the number of times it has helped me. Over 20 I am sure.

Trism
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by Trism » Sat Dec 15, 2018 1:22 pm

What does your account agreement say about your responsibilities for reporting unauthorized charges?

McCharley
Posts: 324
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by McCharley » Sat Dec 15, 2018 1:51 pm

UPDATE :beer

After leaving messages with the Fraud Department and sending the customer service message I mentioned above, someone from the Fraud Department finally called me. There were two fraudulent charges, and they immediately said that they could reverse one of them. The other company, however, had provided a partial rebate because I had returned the goods, and the Chase representative said there was nothing they could do about that one. I was out about $20.

I was polite but firm, and pointed out that I had never ordered these goods and was being asked to pay money for nothing. The representative agreed that it did not seem right, said she'd look into it and call me back. I asked when, and she said: "Maybe a week." I asked if she could please call in two days, whether or not the problem had been resolved. She agreed.

Lo and behold, I got a call within a couple of hours saying that everything had been taken care of. :D They key was to label my rebate as fraud, too. Chase could not refund the difference with the partial refund but could simply void all three transactions (the two charges and the rebate).

I think the key to this was pinging them on multiple routes -- both by phone and by email. Tenacity is also important -- I am fairly sure they would have "forgotten" about the charges had I not kept after them. In the future I will keep better records about calls made so that I can make a better case that they are treating their customer badly -- I had not expected it to be such a rabbit hole when I made the first call. :annoyed

FunnelCakeBob
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Re: Fraudulent charges on Chase Credit Card -- Chase unresponsive

Post by FunnelCakeBob » Sat Dec 15, 2018 2:37 pm

McCharley wrote:
Sat Dec 15, 2018 1:51 pm

I think the key to this was pinging them on multiple routes -- both by phone and by email. Tenacity is also important -- I am fairly sure they would have "forgotten" about the charges had I not kept after them. In the future I will keep better records about calls made so that I can make a better case that they are treating their customer badly -- I had not expected it to be such a rabbit hole when I made the first call. :annoyed
+1. Glad everything worked in the end.

I want to address some responders' claim that business credit cards like yours do not have the same protection as consumer cards. That may be true for disputes labeled as "billing errors" under the Truth in Lending Act. However, under most instances, business cards do enjoy the same protection for "unauthorized uses" or fraudulent charges. The card issuers have to conduct a reasonable investigation into the disputed charges. Looks like Chase initially did not do a good job looking into your unauthorized charge dispute. Kudos for taking the initiative and asserting your rights!

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