Consumer complaint received 2021-12-18
Company: JPMORGAN CHASE & CO.
State: AZ
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/XXXX * Credit card, wallet, cash and AZ XXXX ID ( Drivers Licence ) stolen between XX/XX/XXXX XXXX and XX/XX/XXXX XXXX at a bar in XXXX, AZ. 
* Credit card thief racked up approx {$2300.00} in a few hours, including a charge at XXXX ( {$800.00} in store charge ) and XXXX XXXX XXXX XXXX XXXX {$990.00} in store charge ) at XXXX XXXX. Additional charges at bars in XXXX totaling approx {$350.00}. 
* XXXX and XXXX XXXX XXXX XXXX  are not open to the general public at this time - including not open to me, due to the stores closing between XXXX to XXXX. 

XX/XX/XXXX * Credit card company did not flag any of the fraud as suspicious. 
* I discovered the fraud at around noon on XX/XX/XXXX. I called the credit card company same day to inform them of the fraud and theft of card. Charges removed from card on XX/XX/XXXX. 
* Informed Chase I do not shop at the XXXX that the fraud occurred at - XXXX  XXXX is the one in XXXX, AZ - the XXXX Fraud occured in XXXX. 
* Informed Chase I do not shop at XXXX XXXX XXXX XXXX. I have never shopped at XXXX XXXX XXXX XXXX 
* Representative took off the charges of approx {$2300.00} and issued me a new card. 

XX/XX/XXXX * Fraud is denied * Representative submitted that in the report that the credit card was in my possession- It was not in my possession- it was stolen. 
* Charges of approx {$2300.00} are added back to my account. 
* Called to dispute the fraud outcome. 
* Was informed the XXXX and XXXX XXXX XXXX XXXX charges were made in person. 
* Was informed police report will help. I created police report and forwarded it to the fraud department. 
* Police Report Narrative : I attended a XXXX event on campus the night of XX/XX/XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX. Afterwards, my classmates and coworkers wanted to go to XXXX XXXX. Between approx XXXX and XXXX the team was at XXXX XXXX XXXX XXXX XXXX XXXX Then the group wanted to go to XXXX. After getting in at around XXXX, I purchased a table for the group for the sum of {$280.00}. After paying for the table, I was given my ID and credit card back. The card, wallet, my AZ ID, and {$20.00} were stolen- though I am unsure exactly what time. I arrived home that night around XXXX on XX/XX/XXXX in XXXX XXXX AZ XXXX Upon waking up at approximately noon, I found my wallet missing and found that my Chase Sapphire Preferred Card had been fraudulently used at various bars ( additional charges at XXXX, and XXXX XXXX, and XXXX ) in the area it was stolen from, and then also at XXXX XXXXs XXXX XXXX ( XXXX XXXX XXXX XXXXXXXX XXXX # XXXX, XXXX, AZ XXXX ) based on the credit card dashboard and at a XXXX in XXXX ( XXXX XXXX XXXX XXXX ) also based on the credit card dashboard. The fraudulent charges on the card on XX/XX/XXXX ( the day the card was stolen ) exceed {$1900.00} but is below {$2500.00}. The credit card company told me the XXXX and XXXX XXXX charges were made in person- which could mean there is video at these stores of the person who used my card. 

XX/XX/XXXX * Fraud Dispute was denied based on Chase Fraud department saying the charges at XXXX and XXXX XXXX occurred before a ( valid ) charge, which was an adjustment to a previous charge to add a valid tip after the business closed and after the card was stolen. 
* I informed representative the credit card and my state ID were taken by the bartender before any service was provided due to the high cost nature of the service. 
* Chase rep informed me the XXXX XXXX charged the credit card at XXXX ( service + tip ) - even though credit card and ID were provided at approx XXXX. It is important to know that the business is not open at XXXX - all bars kick out all patrons at XXXX. 
* Chase Fraud department informed me XXXX and XXXX XXXX XXXX XXXX charges occurred around XXXX ** THESE STORES ARE NOT OPEN AT THIS TIME. I also have XXXX alibis that I was at XXXX XXXXXXXX  at this time. 
* Chase rep asked if I replaced the AZ XXXX ID. I informed them I did with my extra ID. Chase Rep asked if there was a follow up report from police - police had not contacted me yet. 
* Informed Chase I can go to XXXX to get transaction information - all of my transactions are linked to my XXXX account. 

XX/XX/XXXX Provided Chase Fraud department with the charges on my XXXX membership from XX/XX/XXXX to XX/XX/XXXX. Only charges at XXXX on my account are XX/XX/XXXX and XX/XX/XXXX. Nothing within 10 days of the fraudulent charge on XX/XX/XXXX. 

Issues that need to be addressed : * Fraud charges are still present on my account. 
* First representative made an error in the initial report. 
* Fraud dispute declined due to XXXX and XXXX XXXX XXXX charges occurring before the bar finalized the service and tip charges. 

Provided Chase with Report from Police Follow Up XXXX PD stolen identity Case number XXXX XX/XX/XXXX Fraud Manager called to say that in the initial call where I told them my wallet was stolen that they asked me Do you have the card. The fraud manager says I said yes. I believe I understood the question as Did you have the card before the theft. The fraud manager says they tried contacting the businesses and the businesses did not provide the information of the fraudulent shoppers and that I have to prove the fraud charges were not mine. Fraud manager denied my fraud dispute again, which is ridiculous since I am unable to walk into XXXXXXXX or XXXX XXXX XXXX XXXX at XXXX to make purchases.

Company response to consumer: Closed with explanation