Consumer complaint received 2023-10-04
Company: JPMORGAN CHASE & CO.
State: UT
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
My husband, recently deceased, had a Chase XXXXXXXX XXXX XXXX XXXX  and, as his spouse was an authorized user on the account. In XX/XX/2023, I used the card and rewards at a hotel in XXXX XXXX, Nevada. Shortly after, XX/XX/2023, I notified Chase of my husbands passing and they suggested theyd transfer the XXXX membership to my name and I should apply for a Chase XXXX XXXX XXXX in my name ; which I did around XX/XX/2023, and they would close my husbands account. On XX/XX/2023, I received an from Chase thanking me for verifying receipt of my credit card ; which I had not verified or received as yet. I called Chase and explained the situation. They discovered that another Chase XXXX XXXX  card that I had obtained a few years prior and never used, had several fraudulent transactions totaling {$330.00}. Also, the verification of the card that I had not received was the replacement for the original Chase XXXX XXXX XXXX ; which was also fraudulent since I had never requested a replacement card. Charges were dismissed and the Chase XXXX XXXX XXXX was closed. I began having obvious Identity Theft problems with other accounts after the initial issues with Chase. I activated XXXX Alerts and a Freeze on all three Credit Reporting Agencies. 
On XXXX XXXX, 2023, I was notified of an attempted fraudulent transaction on my new Chase XXXX Rewards Card. I called Chase to report the fraudulent activity and update my phone number on the account. I was told someone would call me in XXXX hours. No one ever returned my call. I called again on XXXXXXXX XXXX XXXX and told again someone would call in XXXX hours.no one called. Received an alert on XXXX XXXX XXXX asking if I had contacted Chase about changing my security questions ; which I had not done. I called Chase again and the Representative was rude and belligerent to me; informing me that I had kept him on the phone for XXXX minutes with a problem he could not handle. Again, I was told someone would call me in XXXX hours. On each phone call, I asked each representative to just close the account, but was told no because they couldnt confirm my identity. Received another alert on XXXX XXXXXXXX XXXX from Chase of a fraudulent transaction attempt. XXXXXXXX XXXX  2 more fraud alerts on the Chase account. I still never received a call back to verify my new phone number and my identity. I called Chase and after putting in the account number, a recording said account had been closed due to security reasons. On XXXX XXXXXXXX XXXX, I received a new Chase XXXX  XXXX  Card in the mail with the same account number that had been closed on XXXXXXXX XXXX XXXX XXXX which I had not requested On XXXXXXXX XXXX XXXX ; since I was getting no help from Chase Representatives on the phone, I drove XXXX miles round trip to the closest Chase Bank branch to my home. 
I asked to speak to someone in the fraud dept. and was escorted to an office. The employee looked my name and info up and confirmed that all accounts have been closed. I re-iterated that I didnt want another card or account in my name. I am a victim of identity theft and I have a freeze on my credit reports. She assured me it was done. 
On XX/XX/2023, I received a letter from Chase thanking me for requesting a copy of my new credit account agreement. A new account had been opened AGAIN in my name. I called the phone number on the letter and informed them XXXX had nit opened this account. He said he would close it immediately and report to their fraud dept. 
I would like this harassment to stop and for Chase, JPMCB and Chase XXXX Rewards to honor the fraud alerts and freeze that are on my credit reports. This is causing a great deal of stress and uncertainty to me as are recently widowed person who has enough to deal with.

Company response to consumer: In progress