Consumer complaint received 2020-07-18
Company: JPMORGAN CHASE & CO.
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
Chase Sapphire Visa # Account ending XXXX Account Name : Dear sir / madam : I am a victim of identity theft and my Visa number was used without my knowledge and authorization. However, on XX/XX/2020, I received your letter stating that your fraud investigation was completed and found that I am responsible for those unauthorized transaction that made on XX/XX/XXXX and XX/XX/2020 and the reason was I received benefit from the transaction ( please see attachment I ). 
During the week of XX/XX/2020, my identity, cell phone number and Visa Card information were stolen without my knowledge, because on that same day I still have possession of my cell phone and Visa card. Followings are series of event that were unfortunately happened to me during that time : - On Wednesday, XX/XX/2020 you sent me an email state that a replacement card of my Chase Sapphire Visa card was ordered, which I did not requested because I still have possession of the card - On evening of Thursday, XX/XX/2020 after reading your email message, I called but due to the pandemic your office and phone services only open during business hour. 
- On Friday, XX/XX/2020 At XXXX XXXX I called XXXX again and the agent ( lady ) told me that theres nothing wrong with my card. When asked why the replacement card was made without my requesting, she said she did not understand why the replacement card was made and she told me thats no need to worry about. 
At XXXX my phone did not have any services at all. I could not use the phone to call Visa Card or  connected to wi-fi. At that time, I thought that its caused by XXXX temporarily signal down. 
At XXXX Chase Fraud Protection sent me an email to alert XXXX XXXX purchased of {$5700.00} from my Visa card which I did not authorized. Unfortunately, fraudster at that time already changed my XXXX SIM assignment which cut off all my communications ( please see attachment II ). Therefore, I could not check an email message from Chase Fraud. 
At XXXX I used my husband cell phone to call Visa Card XXXX again, and after waiting for 1 hour 25 minutes, a gentlemen spoke very fast with heavy accent to me that I could barely understand it, all I could hear from him was You need to report to fraud department I am not the one to handle it and  he hung up on me. 
At XXXX XXXX  I called XXXX again. After waiting for over 1 hour, I was lucky at that time to talked to Ms. XXXX. She thoroughly explained and told me to contact Fraud department and provided me a Fraud number to call at XXXX. 
At XXXX and XXXX I called XXXX but twice the phone message said fraud department was closed and only open during office hours. 
- On Saturday, XX/XX/2020 at XXXX I called XXXX and talked to Ms. XXXX to report fraudulent replacement card which I never order. On this same day, I also went to XXXX store to ask the salesman for assistance. After checking my phone and my account, I was shocked to hear the salesman said nothing wrong with my phone but he feels strange that my phone number was stolen and used to open another phone account with XXXX XXXX. He referred me to XXXX Fraud personnel to report fraudulent activities on my phone number and account ( please see attachment III ) - On Monday XX/XX/2020 I also report these fraudulent events to the XXXX Police Department report # XXXX. 
As you can see that the stolen of my identity, cell phone number and Chase Visa card information happened without my knowledge or authorization. During that time I still have possession of my cell phone and Visa Card. I do not agree with your conclusion and should not be held liable to those unauthorized transactions. 
Please provide me the evidence and/or proofs that you concluded I have received benefits for these fraudulent activities. As you can see that those unfortunate events have been making me nervous and anxiety for months. Now by receiving your Fraud letter, it has added more stress to my health. 
Thank you for your attention to this matter and I am looking forward to your prompt respond. 
Sincerely yours XXXX XXXX.

Company response to consumer: Closed with explanation