Consumer complaint received 2023-12-18
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit 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:
On XX/XX/XXXX, XXXX unauthorized purchases were made from my card. XXXX from XXXX, XXXX from XXXX, and XXXX from XXXX. 

My card was stolen on XXXX, XXXX. I suspect it fell out of my wallet. 

Chase credit card did NOT send me an alert of XXXX fraudulent charges ( XXXX, more than XXXX ) ) and XXXX  ( more than XXXX dollars ) ), only XXXX of them ( XXXX, more than XXXX dollars ). Based on my research, all three of the locations where someone stole my card were within the same area of each other, an hour away from where I live. I called Chase right when I got an alert for XXXX of the fraudulent charges to let them know that my card was stolen and I did NOT authorize the XXXX charges made at XXXX, XXXX, and Marshalls. I was assured that those charges will be taken out and a new card would be sent to me. Chase SHOULD HAVE SENT ME AN ALERT OF ALL THE CHARGES THAT WERE MADE. Why did they only send XXXX? I had to go on my statement to see there is a XXXX charge pending, and a XXXX charge pending, charges that I DID NOT MAKE. 

On XX/XX/XXXX, I got an email from Chase saying that I am liable for these charges as " I benefited from them ''. I did NOT make these XXXX fraudulent charges. I was at XXXX when these chargers were made. I called Chase XX/XX/XXXX right away to report my card as stolen. 

I should NOT be responsible for these charges as I did the required steps to mark my card was stolen. It is NOT fair for me to pay almost XXXX to charges THAT WERE MADE AN HOUR AWAY FROM MY HOME WITH MY STOLEN CARD. 

Chase is causing me an immense amount of XXXX. I called XXXX, XXXX, The XXXX XXXX XXXX XXXX Department, XXXX XXXX Police Department and Marshals to see what can be done. I have also filed a police report with the XXXX XXXX Police Department. I have had a XXXX. Instead of resting, I am wasting my time trying to find the person that stole my card and potentially stole my identity. 

This is absolutely ridiculous. Chase should believe customers when they tell them that their card was STOLEN and close the card right away. ALL XXXX TRANSACTIONS were made within the same premises. It makes absolutely no sense that I would be liable for these IF I DID NOT MAKE THE PURCHASE. I CALLED RIGHT AWAY WHEN I HAD THE FRAUDULANT CHARGE. I also told the rep that ALL XXXX LOCATIONS WERE IN THE SAME AREA ( A SHOPPING MALL ). I have been calling Chase for 4 days and nothing is getting done. I have deep XXXX  and I just want my money back. 

This is a mistake on the representatives part and I have to clean up the mess. The representative on the phone told me today that the card was in my possession. HOW CAN A CARD BE IN MY POSSESSION IF I REPORTED IT STOLEN? I ordered a new card right away as I fear my identity has been stolen. The fraud dept needs to do a better job at looking at the map on where the theft occurred. ALL XXXX LOCATIONS WERE MILES OF EACH-OTHER. The thief made XXXX large purchases. Only XXXX purchase was marked as fraud that occurred an hour away from where I live. I specifically told the customer service rep that ALL XXXX ARE IN THE SAME AREA, THEY TOOK MY CARD AND MADE XXXX PURCHASES in the SAME SHOPPING AREA CALLED XXXX XXXX XXXX XXXX. OBVIOUSLY ALL THE PURCHASES ARE MADE BY THEM. Why would I only mark XXXX purchase as fraud if it was in the same LOCATION? I specifically called chase and told them to cancel the card as someone stole it. I should not be liable for these fraud purchases. They are not giving me an answer and this is very bad customer service on their part. 

I have attached my cell phone call log on where I called on XX/XX/XXXX to report my card stolen, right when I got an alert for a charge from XXXX, which I said that I did not make the purchase. Chase did NOT sent me an alert for the XXXX charged that were made in the same area of XXXX Georgia in the XXXX XXXX XXXX XXXX I specifically told the rep ALL XXXX CHARGES ARE FRAUDULANT. I also included a POLICE REPORT number. I should have been notified of all XXXX of these charged that were made without my consent. Chase did a poor job.

Company response to consumer: Closed with monetary relief