Consumer complaint received 2021-11-30
Company: JPMORGAN CHASE & CO.
State: NY
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/2021, a purchase was made at XXXX XXXX XXXX, a jewelry store in XXXX, FL for over {$18000.00} using my chase business credit card. I was not in XXXX, FL on that date and I didn't make the purchase. 
I learned about the fraud on the same morning and contacted Chase immediately to alert them. I also called the merchant to alert them as to what happened. 
Later that day I received a phone call from a XXXX XXXXXXXX with the XXXX County Sheriff 's Dept., who interviewed me. He told me that a police report had been filed by the merchant and gave me the case number. I then called Chase and gave them the Police report number and the detective 's number. I requested a call-back from the investigations team - but no one from that dept. reached out to me. 

On XX/XX/XXXX, I called Chase back and they informed my fraud claim was denied. They informed me that they did not call the merchant or the sheriff 's department. I asked them to re-open the case and to communicate with the merchant and the police. I requested a call-back from the investigations team, but no one from that dept. reached out to me. 

On XX/XX/XXXX, I called Chase back and they informed me my fraud claim was denied again. Once again I was told that they hadn't reached out to either the Sheriff 's Dept. or the merchant. I asked for a call back and once again, nobody ever called me back. 
I then sent a certified letter per the Fair Credit Billing Act alerting Chase to the fraud formally. This was within the XXXX day limit per the XXXX 

On XX/XX/XXXX, I called Chase back and was informed that my fraud claim was denied once again. I was told this time that the investigations unit called the detective at the Sheriff 's dept to request the police report but were told that the Sheriff 's dept. would not provide it due to confidentiality. This was a lie. I spoke with the detective today and he told me in no uncertain terms that nobody from Chase had ever contacted him. Furthermore, a police record request would not be denied to anyone for confidentiality reasons, as they are public record - and anyone can request them. 

On XX/XX/XXXX I called back and spoke with a XXXX with Chase. He informed me that he'd make a note of this and have the investigations team call me back. I have no faith at this point that anyone from the investigations team will ever contact me. 

Chase is wrongfully denying my fraud claim without doing the bare minimum of investigation. They are stonewalling me, hoping to recover the XXXX XXXXXXXX from me. They lied to me about contacting the sheriff 's department. They lied to me about requesting a copy of the police report and being denied that request by the sheriff 's office. They have consistently told me that they would reach out to me and never have - not a single time. Everything I know about my case is because I have learned by calling their recovery unit. There is no way to communicate with Chase 's investigation unit.

Company response to consumer: Closed with explanation