Consumer complaint received 2018-10-29
Company: JPMORGAN CHASE & CO.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On approximately XX/XX/2018 I requested an additional card be sent to me for my Chase XXXX rewards Visa card. 

On XX/XX/2018, I reported to Chase that I had received an indication of fraud from XXXX via email. During this report to Chase, I also let them know that I had requested and not yet received an additional card. The CSR at Chase told me that the email was a phishing attempt and to ignore it and continue using the card. The CSR also indicated that I should wait until XX/XX/2018 before being concerned about the non-delivery of the additional card. 

On XX/XX/2018, I received numerous alerts from Chase via their app and text message stating that there had been fraudulent charges to my account and a number of charges appeared in my account activity that were not mine. I immediately called Chase back and escalated to their supervisors for support. I identified the last charge that I knew was mine and recounted the issues with the previous days calls and the lack of response at the time that the charges were fraud. I also asked to get a payoff amount for the account, close the account and never send another card again as one had been stolen from my mailbox. I was very displeased with the way that the previous days call had been handled and wanted nothing further to do with Chase as a result. I also asked to lodge a formal complaint. I was assured that it would all be taken care of and I ended the call.

We opened a police report at the time to report the stolen card and some additional stolen mail, but were not able to complete it as I did not have all of the detailed fraudulent charges from Chase. This report has since been closed as the time period for providing details lapsed.

Roughly a week later, we received the confirmation from Chase that the charges had been removed from my account and that our next statement would reflect the payoff amount. At the beginning of XXXX, we paid the outstanding balance and considered the experience done. 

On XX/XX/2018, I received a call from Chase stating that they were not accepting my claim of fraud as, according to their records, I had called to confirm that I was in receipt of the additional card on my account prior to the fraudulent purchases being made. They stated that I was liable for the charges unless I could prove to them that I wasnt where the physical charges were made on the additional card. Again, I escalated to supervisors as I had not stated that I was in possession of the additional card at the time, and the charges were in fact fradulent. I did state that there may have been some charges to my original card that got wrapped up in the fraud claim as I was only able to identify the last charge I KNEW was mine on XX/XX/2018. XXXX has since notified me that several charges were refused by Chase and I needed to provide an alternate method of payment ( they were apparently ordered but not yet charged to the card ), I was able to confirm that those purchases were mine and I provided an additional method of payment directly to XXXX. 

At this time, Chase is reviewing the recordings of the calls and is stating that they will get back to me with a decision.

From the beginning, this has been a horrible experience and Im not certain how I am supposed to prove that I did not do something and the request to prove that I was not at the location of the fraudulent purchases is impossible, I have no way of doing so.

Company response to consumer: Closed with monetary relief