Consumer complaint received 2020-09-26
Company: JPMORGAN CHASE & CO.
State: FL
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:
XX/XX/XXXXXXXX  : My wallet was stolen at XXXX XXXX in XXXX from a locker that was secured with a padlock. I reported it to the Front desk. I also asked the desk clerk if I could have a copy of the incident report about the stolen wallet and was told he cant give me one.I also told the man at the front desk that I am going to check my car first because usually I lock up my wallet in the car and the car key always stays with me when I work out. I did not have my phone with me at that time. I had to get it from my personal car. Back at the XXXX XXXX  while I was talking to employees and asking them to call the police for me, I received a text message from XXXX  XXXX at XXXX XXXX  about a Charge of {$2700.00} at XXXX XXXX in XXXX, asking me if I made that purchase. I replied no, the card was declined and locked immediately. The man at the front desk asked me to show him the locker that was broken in. I was also asked to talk to a police officer after we came back from the locker room who an XXXX XXXX employee called on his personal cell phone. The police officer told me to go home and wait for the phone call of an officer, who visited my house on XX/XX/XXXX in the evening and to whom I made the first police report about the stolen wallet and fraudulent charge which I first noticed on my chase credit card account on my laptop at my house. The officer called me first on the phone. I had to answer him many questions before he arrived within 15 minutes at my house. The thief must have immediately used my chase credit card for the purchase of {$2700.00} right after the XXXX  XXXX card was declined. XXXX XXXX closed at XXXX according to their business hours. 
Unfortunately I was not able to sign into my credit card and/or bank accounts on my phone to lock the cards, so I did not have account numbers and phone numbers from all the banks and the credit card companies. ( 4 banks ). I went home as advised by the police officer to gain access to my laptop. I live only 7 minutes away from XXXX XXXX. 
I checked all my credit card and Debit card accounts on my laptop and locked the cards. The officer who came to my house needed to know the location of XXXX XXXX, so I called Chase Credit Card Services from home on XX/XX/XXXXXXXX  after he left my house. The woman told me the location of XXXX XXXX and at the same time I asked the Credit Card and Debit Card Departments to replace both chase cards. I also disputed the fraudulent charge during my phone call. The Chase Credit card Department never texted, called or emailed me about this fraudulent high charge until I called them on XXXX/XXXX/XXXX. In my opinion XXXX XXXX should have checked the ID of the thief because of this high amount and the fact that the XXXX XXXX card was declined. 
The Officer from the XXXX County Sheriffs office who was at my house also told me that I have to make a second police report to the XXXX Police Department because XXXX XXXX is located in the City of XXXX. I have been in contact with an Officer of the XXXX Police Fraud Department, who told me that they have a picture of the thief who charged my stolen creditcard at XXXX. I have the online information that under the Fair Credit Billing Act I should only be liable for {$50.00} because the thief personally presented the card at XXXX XXXX to make the purchase. ( 12 C.F.R. 1026.12 ). 
I showed the fraudulant charge to the officer in my house on my laptop which was pending. I could not click on it and dispute it there. Thats why I called right after the officer left my house. I believe I did everthing in my power and as soon as possible while I had to deal with the XXXX XXXX employees and the police to lock the cards and inform chase about the fraudulent charge. 


XX/XX/XXXXXXXX  : I checked my credit card account and found out that the fraudulent charge appeared again. 
I called Chase Card Services and talked to a female specialist who asked me to send the police report. I also disputed the unauthorized charge a second time. 
She dictated and spelled the email of her supervisor to me. I tried to send the documents to this email but the recipient rejected it and it had fatal errors. 


I checked notices and letters in my credit card account : I found the following letters. 

XXXX XXXX  : Update : Here is more information about your fraud claim. It was just stated that they closed my account, opened a replacement account and mailed the cards. Chase also put temporary credits on my account while they reviewed my claim. This letter in notices and letters is not visible anymore although I should be able to look it up for 30,60,90 daysXXXX. It was deleted by Chase. I downloaded it as soon as I saw it and printed it out. 

XXXX XXXX : Update : We completed our review of unauthorized transactions on your account : It stated that I contacted them on XX/XX/XXXX. ( this date is wrong because I called chase on XX/XX/XXXX when I disputed the unauthorized charge. The letter showed the date of transaction : XX/XX/XXXX, Amount : {$2700.00}, Merchant Name : XXXX XXXX, Reason : You received benefit from this transaction. 
I never received any benefit. This is wrong. They closed their fraud investigation. This letter in notices and letters is not visible anymore although I should be able to look it up for 30,60,90 daysXXXX. It was deleted by Chase. I downloaded it as soon as I saw it and printed it out. 


XXXX XXXX : I sent an email to the Chase Fraud Department and disputed the unauthorized charge for the 3 rd time. 
I asked them to get in contact with the XXXX Police Department, gave them the case nr for the fraudulent charge and the name of the officer who received my police report. I also aked them to call an officer in the Fraud Department XXXX XXXX XXXX Police Department who told me that he has a picture of the individual who used my chase credit card in person at XXXX XXXX. 
I reported to Chase a second case nr for the stolen wallet, issued by the police officer from the XXXX County Sheriffs Office who visited my house on XX/XX/XXXX. He told me that I had to file a report with the XXXX Police Department because XXXX XXXX is located in the City of XXXX. 

XXXX XXXX I found in notices and letters the following document : Update : We reviewed your fraud claim again, here is what we found : It confirmed the previous finding that the transaction is valid. I am responsible for paying the amounts on my account. All the information described was reported to all the credit reporting agencies. 
They also assured me that they researched the fraud claim thoroughly. This letter is still visible in notices and letters. I downloaded and printed it out. 

XXXX XXXX : I sent an email to the Chase Fraud Department asking them to tell me the exact reason and fully explain to me why I have to pay the fraudulent charge. 



XXXX XXXX : The Chase Fraud Department responded to my email not telling me a reason at all or giving me a full explanation why I am responsible to pay the amount. 
Instead the email stated that they will research my claim again and I wont pay for the charge or any related interest charges or fees until they inform me about the result of their investigation.

Company response to consumer: Closed with explanation