Consumer complaint received 2021-04-23
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:
I had two chase credits cards used without my permission and racking up charges totaling {$7000.00}. Chase continues attempting to gaslight me into believing I am somehow responsible for the charges. I reported the charges Immediately upon discovering and was informed that my claim was rejected because I somehow benefited from the thieves purchases. One of the representatives informed me that a determining factor in their investigation was the fact that the card was used at a store I frequent, leading them to believe it was me. They neglected to discuss charges to XXXX XXXX, XXXX, XXXX XXXX, and retail Auto shops, which I have not entered in a minimum of 5-10 years. 

I filed a dispute on XXXX XXXX. I was informed that should I present proof that my phone number had not called to activate stolen or found credit cards and submitted a police report and my phone bill, which included call logs as proof that I did not call Chase credit card department to activate or use said cards. I was then informed that a police report was not sufficient evidence for a fraud claim ( despite it being a felony to create a false report ). My local police department is also puzzled with how this is possible as fraud is unfortunately prevalent during these times. They informed me videos are typical low quality and deleted within a week to 30 days, further demonstrating unrealistic expectations in chases fraud departments investigation. 

As with many fraud victims, I cant be sure how this happened at this point as my anxiety has caused my physiological symptoms In addition to the fact that I was battling covid between XX/XX/XXXX. At this point I am experiencing physical symptoms consisting of anxiety attacks. I am following up at minimum weekly with law enforcement and chase credit card services to follow the investigation, however I am not being given any clear direction or steps to take other than a chip was used so you are responsible. 

Throughout the course of my research to continue to resolve this issue with little to no support from Chase credit card services, I came across the Fair Consumer Billing Act, which holds credit card users responsible to at most {$50.00} of unauthorized charges. I am not being provided this protection by chase nor have I been informed of it by them. My rights under FCBA are being grossly violated as I have not been given sufficient reason outside of a chip was used and that the unauthorized charges benefitted me somehow as I am being expected to pay for the unauthorized charges in full. The representatives have made it clear that their investigation was internal only and refuse to accept evidence outside of a solved fraud case by law enforcement, which the detective on my report informed me does not happen frequently. I continue receiving responses regarding a chip being used as being the primary factor, not the fact that a card that was not used in at least a full year was racked up to {$940.00} in the span of a week, nor the fact that there were purchases made at stores I do not frequent on the other card. Credit card services are not working with me but rather finding more reason to hold me responsible for the fraud. I just want my peace of mind back at this point.

Company response to consumer: Closed with explanation