Refusing to reverse fraudulent charges.
I am writing to express my extreme frustration with the Chase Credit Card company and the way in which it has handled some fraudulent charges on my account. For the past three months, I have been trying to clear up these fraudulent charges and have met with nothing but hassles and unhelpfulness on the part of the company.
The problem began when one of my statements, along with the “convenience checks” was stolen out of my mailbox. Whoever stole them wrote a check for $178.95 in late February. Additionally, there was a $10 cash advance finance charge charged to my account. Because my statement itself was actually stolen, I was unable to pay my balance that month, and there were also finance charges and late fees charged to my account, amounting to $28.45 in finance charges and $39 in late fees.
I called Chase the day I discovered the fraudulent charge, and was assured that all charges would be erased from my account immediately. We went through every charge on the account and I verified which I had actually made. The check (and its associated fees) was the only fraudulent charge. I called back the next day, just to make sure, and was given the same information. In the meantime, I immediately sent in a payment which covered all charges I actually made to the account.
About a week later, I received a call from a fraud investigator. He left a message on my phone, which I returned. I only received his voice mail, so I left a message. He never called back.
The following month, when my statement arrived, I noticed that none of the fraudulent charges, nor the associated late fees and finance charges, had been erased. The check had been credited back to my account on March 5th, but then redebited that same day, along with a second $10 cash advance finance charge (The original $10 cash advance finance charge was never credited to my account at all). Additionally, there were $11.75 more in finance charges charged to my account. I called Chase again, and was told that I needed to fill out an affidavit of fraud (none had been sent to me at this point). I was told that an affidavit was being sent out to me immediately, and that the charges would be erased within a week or so. This affidavit never arrived.
When my next statement arrived, I again noticed that nothing had been done to erase the charges on my account, and furthermore, an additional $39 late fee and $5.61 in finance charges were being levied against me. I called back, and was told that the affidavit was never ordered, but was once again assured that one would be sent immediately, and all charges would be reversed within 48 hours.
This time, the various late fees and finance charges were reversed, but the initial fraudulent check was not credited back to my account, nor were $20 worth of cash advance finance charges. I did receive an affidavit of fraud this time, about the middle of May, which I immediately filled out and returned to the company. Because the initial charges were still on the account, I was charged another late fee. So, once more, I picked up the phone to call Chase. I was informed that my affidavit was being processed and the charges would shortly be reversed. Then, the investigator called me back to tell me that the charges had not been reversed because I was being held responsible for the check.
I am so frustrated that three months and several phone calls later, this fraudulent charge still has not been cleared up. Additionally, the determination to hold me responsible had apparently been made in March, according to the investigator. So why did no one tell me this until the very end of May, despite the fact that I had been in close contact with the company the entire time, speaking on the phone with several employees. Not only did they not tell me this, they actually gave me the opposite information, telling me the charges would be reversed immediately.