Consumer complaint received 2022-11-13
Company: JPMORGAN CHASE & CO.
State: WA
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:
I was alerted by Visa that XXXX charges were made to my Visa card XXXX XXXX XXXX XXXX in the amounts of {$1600.00} and {$13000.00} XXXX the XXXX XXXX ( XXXX ) XXXX XXXX the XXXX XXXX XXXX XXXX, WA on XX/XX/XXXX. I have never been to that store, I have never purchased ANYTHING from XXXX, and the card in question was still in my possession at the time of the incident, as I told Chase. 

On XX/XX/XXXX I called Chase and disputed the charges. They started the dispute process by canceling the cards and removing the amounts from my statement. I should add here that I have disputed perhaps XXXX charges over the last XXXX years. 

On XX/XX/XXXX, I filed a Police Report with the XXXX XXXX XXXX 's ( number XXXX ) and wrote a letter to XXXX asking if the purchaser had used a fraudulent ID to support the purchase ( I was afraid that they had a fake ID ). I never got an answer. 

I then called the XXXX Police ( where the mall is located ) and made a similar report ( number XXXX ) About XXXX month later, the {$15000.00} was back on my account as a balance due, and Chase sent me a letter saying that they had determined that the charges were " authorized ''. I called them and someone said that I needed to better " substantiate '' my dispute ( this was the first time they asked me to provide any documentation ) so I sent them the Police Report and the letter to XXXX. 

I received another letter saying that they reviewed the case and they had again determined that the charges were " authorized '' and the case was closed! 

Well, I called back and demanded to talk to the fraud team. On XX/XX/XXXX ( XXXX months after the incident ) woman investigating ( XXXX XXXX XXXX said that they were not convinced that I did not make these purchases and insisted that I go to the XXXX XXXX store to " get video or images '' of the person who made these purchases. I told her that it was highly unlikely that they would give me any such images or videos, and pointed out to her that they, as Chase XXXX, had a close working commercial relationship with XXXX XXXX, and they should be the ones responsible for making this inquiry. She said that XXXX always refuses to provide Chase with that sort of support so she was asking me to do this myself. 

I called the XXXX XXXX department and spoke with a detective who said he would try to investigate, but because the store falls within the jurisdiction of XXXX, he can only try to coordinate this on my behalf. He said that because I filed a police report, it was under the " investigation of law enforcement officials '' and that I should not go down and make contact with the store, or anyone else for that matter other than the police and XXXX XXXX 

I told XXXX at Chase of all of these details and sent her an email XXXX weeks ago that copied the XXXX law enforcement agencies to try to get them to coordinate their efforts. In the email, I openly acknowledged my understanding that filing a false police report is a crime in itself. But, even that step alone failed to exonerate me. I should add here that the XXXX police officers that I spoke with have said that they have never in all their years seen a credit card company handle this in such a dubious manner. And I have XXXX credit cards with Chase and XXXX credit rating I recently sent Chase/Fraud XXXX XXXX XXXX that they remove the {$15000.00} and accrued interest and move quickly to close this case

Company response to consumer: Closed with explanation