Consumer complaint received 2021-11-23
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I have a debit card through Chase Bank. This debit card has since been closed and I got a new one due to the below. No one has ever had access to my card or phone, and I have never lost either. 

On XX/XX/XXXX I noticed XXXX fraudulent charges in my Chase Bank statement. I called Chase and filed a claim. They gave me a temporary credit while they did their " research. '' On XX/XX/XXXX I received a letter from Chase stating that the charges were authorized, and they were taking the temporary refunds back from me, because their research showed that I made these transactions. I called Chase and they stated several " red flags '' that brought them to this conclusion : there were XXXX additional charges that I did not report so that made my report look inconsistent ; the transactions were made using Apple Pay and Face ID, and I have an XXXX ; the device used was the same one being used to access my Chase app ; there were no demographic changes to my Chase account. 

The reason I did not report these XXXX additional charges was because they were over a month prior to the other XXXX that occurred in XXXX and XXXX, so I did not scroll back enough in my bank statement to see them. I have never set up XXXX Pay/Cash before. When I open my XXXX XXXX, there are no cards listed. XXXX confirmed via phone that I do not have Pay/Cash and that there are no unauthorized devices accessing my XXXX account XXXX XXXX also said that there is no way Chase can know for sure that my device is the same one that is being used to make these transactions, so I'm not sure what chase is getting at there. They are saying it is the exact device with same ID, but they will not provide me with the device ID to cross reference with mine. XXXX is stating that they are unable to provide documentation for me confirming that I have not set up XXXX XXXX. All XXXX transactions were made using XXXX XXXX, so they were all in store. 

I began to do some of my own research since the bank is being uncooperative and has closed my claim. On several dates of these transactions I was out of state, which they would see if they actually looked at the whole statement for those few days. The receipts for the hotels are attached. I contacted several merchants asking for receipts and times of transaction. Several merchants do not keep records of this. XXXX were helpful and provided me with receipts with timestamps. These receipts are attached. Additionally, XXXX said that the transaction was made using a Visa credit card, and I only have/had a debit card. The last XXXX digits on the card used were different from mine ( same as at a different XXXX which you can see in the attached PDF ) but it is still showing up as a transaction made by my card. I was in XXXX for my fellowship with the XXXX XXXX XXXX of XXXX ( XXXX ) during these transactions and am in the process of obtaining documentation on letterhead stating this. Additionally, several of these transactions were made while I was at my internship for XXXX. A letter from my supervisor has been attached to attest to my attendance either in person with badge scans, or remote via XXXX. 

There were several transactions made while I was at home, so I am unsure what documentation I can provide for that. I am hoping that by proving several of these charges were fraudulent, they will accept that all other charges using this same method of payment were fraudulent. 

Documentation I have : - Letter from internship - Receipts from XXXX hotels ( please note, XXXX of the hotel receipts has my old address in XXXX XXXX, as it was never updated in my XXXX account ) - Receipts from XXXX merchants - Spreadsheet with all transactions, dates, costs, merchants, and what proof I do or do not have Please advise if I should file a police report, as I have not yet done so. I also have not yet sent these documents to the bank, as quite frankly, they have been very unkind and uncooperative over the phone and I'm not sure I trust them to further investigate this given how they've been treating the situation.

Company response to consumer: Closed with monetary relief