So back in August, I get a text alert at 9:30pm that my Chase credit card has been charged for a $800 online purchase. It wasn't me, so I contacted Chase immediately. They assured me all would be well, thanked me for notifying them & canceled my card to send me a new one.
The next morning, I called the home furnishings company that had been ordered from & let them know everything, but unfortunately they charge your card when shipped, so it had already been shipped when they charged my card. They said they would try to intercept the shipment, but that was on them so I thought good enough. When I looked at my account there, I didn't have any credit card information stored on my account. I had ordered once or twice from them in the past couple of years, so either the theives broke into their customer purchasing data or they got my credit card info from somewhere else & tried various sites with my login credentials? I don't know.
Anyway, I changed my login information there as well as any other site where I'd used the same email/password combo (no longer use any same logins). But while I was on their site, I saw another item in my cart with an estimated shipping calculation to a state 1,000 miles away from mine ($200+ express shipping of course b/c why not?!). I called Chase back again to supply them with what I'd found thinking that I'd be a good citizen to help supply them all the info I'd found. I also got a text saying the item had been delivered, so the home furnishing company should have evidence showing it was delivered 1,000 miles away from me.
So, of course, tonight I get a "notice" in my Chase account that they've concluded their fraud investigation & I'm responsible for the $800 purchase because they've found that I benefitted. Yes, there is a telephone number on it & I plan to call it in the morning. But what now? I can clean up all of my notes I took about actions I took (dates/times) & screenshots. But what recourse do I have to prove that I'm innocent? Is there an agency I can get in touch with to file a complaint to cover my butt in case Chase doesn't budge? Do they have a right to do this when the home furnishings company could clearly be able to provide them a shipping notification that shows the delivery to an address that is nowhere near me? Does it help that I would never have picked out the gaudy thing these jerks bought?!
Thanks in advance,
Kimberly
@HomeBuyerSpring2021 wrote:So back in August, I get a text alert at 9:30pm that my Chase credit card has been charged for a $800 online purchase. It wasn't me, so I contacted Chase immediately. They assured me all would be well, thanked me for notifying them & canceled my card to send me a new one.
The next morning, I called the home furnishings company that had been ordered from & let them know everything, but unfortunately they charge your card when shipped, so it had already been shipped when they charged my card. They said they would try to intercept the shipment, but that was on them so I thought good enough. When I looked at my account there, I didn't have any credit card information stored on my account. I had ordered once or twice from them in the past couple of years, so either the theives broke into their customer purchasing data or they got my credit card info from somewhere else & tried various sites with my login credentials? I don't know.
Anyway, I changed my login information there as well as any other site where I'd used the same email/password combo (no longer use any same logins). But while I was on their site, I saw another item in my cart with an estimated shipping calculation to a state 1,000 miles away from mine ($200+ express shipping of course b/c why not?!). I called Chase back again to supply them with what I'd found thinking that I'd be a good citizen to help supply them all the info I'd found. I also got a text saying the item had been delivered, so the home furnishing company should have evidence showing it was delivered 1,000 miles away from me.
So, of course, tonight I get a "notice" in my Chase account that they've concluded their fraud investigation & I'm responsible for the $800 purchase because they've found that I benefitted. Yes, there is a telephone number on it & I plan to call it in the morning. But what now? I can clean up all of my notes I took about actions I took (dates/times) & screenshots. But what recourse do I have to prove that I'm innocent? Is there an agency I can get in touch with to file a complaint to cover my butt in case Chase doesn't budge? Do they have a right to do this when the home furnishings company could clearly be able to provide them a shipping notification that shows the delivery to an address that is nowhere near me? Does it help that I would never have picked out the gaudy thing these jerks bought?!
Thanks in advance,
Kimberly
Immediately file a FACTA Identify Theft report and a police report with your local precinct. Doing that is additional support that you did not make this charge.
The shipping address is not iron clad proof of fraud. There is the possibility the item was ordered and paid for by you as a gift. I sent my daughter and son-in-law baby furniture that way. You will clear this up when you speak to them but unfortunately with identity theft it is sometimes way more work for the victim to clear it up than the criminal who pulled it off.
@Cowboys4Life wrote:
@HomeBuyerSpring2021 wrote:So back in August, I get a text alert at 9:30pm that my Chase credit card has been charged for a $800 online purchase. It wasn't me, so I contacted Chase immediately. They assured me all would be well, thanked me for notifying them & canceled my card to send me a new one.
The next morning, I called the home furnishings company that had been ordered from & let them know everything, but unfortunately they charge your card when shipped, so it had already been shipped when they charged my card. They said they would try to intercept the shipment, but that was on them so I thought good enough. When I looked at my account there, I didn't have any credit card information stored on my account. I had ordered once or twice from them in the past couple of years, so either the theives broke into their customer purchasing data or they got my credit card info from somewhere else & tried various sites with my login credentials? I don't know.
Anyway, I changed my login information there as well as any other site where I'd used the same email/password combo (no longer use any same logins). But while I was on their site, I saw another item in my cart with an estimated shipping calculation to a state 1,000 miles away from mine ($200+ express shipping of course b/c why not?!). I called Chase back again to supply them with what I'd found thinking that I'd be a good citizen to help supply them all the info I'd found. I also got a text saying the item had been delivered, so the home furnishing company should have evidence showing it was delivered 1,000 miles away from me.
So, of course, tonight I get a "notice" in my Chase account that they've concluded their fraud investigation & I'm responsible for the $800 purchase because they've found that I benefitted. Yes, there is a telephone number on it & I plan to call it in the morning. But what now? I can clean up all of my notes I took about actions I took (dates/times) & screenshots. But what recourse do I have to prove that I'm innocent? Is there an agency I can get in touch with to file a complaint to cover my butt in case Chase doesn't budge? Do they have a right to do this when the home furnishings company could clearly be able to provide them a shipping notification that shows the delivery to an address that is nowhere near me? Does it help that I would never have picked out the gaudy thing these jerks bought?!
Thanks in advance,
Kimberly
Immediately file a FACTA Identify Theft report and a police report with your local precinct. Doing that is additional support that you did not make this charge.
Thanks so much. This is really helpful & I will do both of these things now.
Kimberly
Another piece of advice I was given was to file a complaint with Consumer Financial Protection Bureau at https://www.consumerfinance.gov. Thought I would add that here in case someone else runs across this post with a similar issue later.
Thanks everyone!
Kimberly
I need more help.
I filed a complaint with the Consumer Finance organization. They contacted Chase. Chase executive office contacted me. They took a week to discuss with their Fraud department. The fraud department said that Wayfair told them the item was shipped to my address which is the primary thing that they are basing the "I benefitted" and I am responsible on. Okay that would make sense if that indeed happened. So now how do I prove a negative (how do I prove I didn't receive something I didn't receive?).
These are the things I'm going to do, so I'm asking for any other advice for next steps. Essentially the only thing Chase could tell me for them to reconsider is that I need to provide proof that my "information" was compromised or to get Wayfair to confirm that they didn't ship to me (which how am I going to do that if they already told Chase they did ship to me?):
1. My email address shows as being on the "dark web" on a credit tracking website (CreditWise from Capital One). I provided a screenshot in my complaint, but they said that wasn't sufficient proof. So I'm going to order my 3 credit reports to see if it shows on there.
2. I'm going to contact Wayfair & see if I can get a copy of the official shipping manifest. The item ordered was a large piece of furniture, so I feel like it would have been with a known carrier who also required signature. But can I force Wayfair to provide that? Is there a certain department I should contact?
3. Would it help now to involve the police or any other agency? I called Chase within 7 hours of receiving the text alert of the charge (I was sleeping during those 7 hours). I called Wayfair within 12 hours of receiving that text. My email with Wayfair was changed when the order was placed or shortly before/after & I received the email notification of that at the same time I received the credit card charge alert (I didn't receive the order confirmation b/c I guess it went to the "new" email. The email was changed to one using a newly-registered domain name with the word "lying" in it. I never lost my card & mailed it back to Chase after receiving my new one. This is just some of the circumstantial evidence I provided Chase along with a detailed timeline of every step I took to stop the charge, stop the order from being delivered, etc. So the only 2 paths of hope seem to be: 1. get proof from Wayfair that the information they supplied to Chase about shipping to my address was wrong. (2) get proof that my "information" was comprised (the Chase rep truly danced around whether email compromise would be enough because he's more of a communicator of decision rather than decision-maker). But barring being able to secure that "proof" what alternatives do I have to fight this?
Thanks in advance for any advice. The consumer agency was a good first step but seemingly not the solution to this situation.
Kimberly