Consumer complaint received 2023-07-13
Company: JPMORGAN CHASE & CO.
State: MD
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:
On XX/XX/2023 between XXXX and XXXX my Marriot Convoy Credit Card with Chase was charged with XXXX fraudulent transactions with XXXX. 
Fortunately, my wife saw the charges in real time since we receive texts for my cards. 
We call Chase Fraud Department and they blocked the card, replaced it, and cancel the charges. 

XXXX weeks ago, I received an email that my statement was due soon for this credit card. I was surprised since I had not used it. The statement was reporting the same fraudulent charges. 
I called Chase immediately. The person who answered took note and she said I needed to report to another department. And so I did with the help of my wife ( who is the XXXX who takes care of our payments ) .I spoke a week ago with the specific department and I was told that since I had bought XXXX XXXX before, they considered the fraudulent charges to be my purchases. Obviously, I explained that I never made any purchase that day. They said that they needed to examine the case and would have called me in XXXX days.No one ever called. 
Yesterday morning, Wednesday I called again since the payment is due today. I explained that I do not intend for XXXX fraudulent charges, but it will still affect my credit score. 
The person who answered guaranteed that I or my wife would have received a call for sure the same day before XXXX. He clearly asked to be close to the phone about that time and ready to talk. 
No one called and then it was too late to call because the office closes at XXXX. 
This morning, we called again. 
We were put in touch with a supervisor : XXXX XXXX. 
She first said that their investigation showed that the purchase was done by XXXX of my devices. This is a serious matter, so I said that I needed to immediately to contact the police since my computer contains very sensitive information ( I am the President and Chief Scientific XXXX of a XXXX XXXX ). So I asked for the ID of the device ( I work on XXXX different computers ) to start an investigation. She asked for some time ; after XXXX minutes, she came back on the phone and said that the purchase was done through an app on a cell phone in New York State not on one of my devices. We thought that would have been enough, since we came back home in XXXX XXXX, MD from XXXX, NY on XX/XX/XXXX evening. 
She started to ask about my XXXX account. I explained that it was attached to an older email of mine. That email address does not exist anymore. I can not have any access. 
I still do not understand what she was looking for. Since I told her that I sometimes go to XXXX for meetings she asked questions about the company and the employees. 
I live in XXXXXXXX XXXX I have an office in XXXX XXXX MD. When I go to XXXX we meet in our lawyers ' office. The company office is out of town and the secretary rarely helps me. My assistant here passed away a few years ago before Covid so I am still working without a secretary since I work part of the time from home. I gave her the company secretary 's email address without really understanding why. 
At this point, we are forced to pay for XXXX fraudulent charges to avoid having our very good credit score affected. I also would like to add, that as a man of science with big responsibilities in my life, I have never been treated like that. I felt abused. I was treated like a criminal. We are talking about {$2000.00} ; my wife and I pay between {$15000.00} and {$20000.00} to CHASE credit card every month. 

Thank you for your help.

Company response to consumer: Closed with monetary relief