Consumer complaint received 2020-05-20
Company: JPMORGAN CHASE & CO.
State: UT
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:
I found out that my card was stolen when reviewing the statement. I made a call to bank to stop and ask for a replacement. This happened around an hour after that charge was done ( which should fall within 24 hours, and showing my due diligent reviewing my statement on a daily basis ). 

On XX/XX/XXXX I received a letter informing me that the investigation has been done and that I end up being responsible for these two unauthorized charges because they used the card, {$98.00}, and {$61.00} because I " benefit from these charges '' ( what is this?! ). The letter mentioned calling the number if I have any more questions. I called the number XXXX only to get an answering machine said that it can not process any calls, and to send the email to XXXX. 

I then send an email to them as per the phone message on XX/XX/XXXX. I have not received any response from them. I send another follow-up email on XX/XX/XXXX, and XX/XX/XXXX. 

At the same time, I have been calling them with the phone number on my card. It was mentioned that they did attempt to contact me in XXXX. I informed them that I am XXXX, and use XXXX XXXX XXXX. They have been calling me on my mobile phone number ( using for texting only ) and that I am unable to answer it. I gave them my phone number where they can connect me through XXXX XXXX XXXX ( where an interpreter will be present to interpret the calls between both parties ). Here are the dates of when I called them : XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX : XX/XX/XXXX XXXX : XX/XX/XXXX, XX/XX/XXXX As you can see above, I have too many different numbers to call and trying to figure out why I am responsible for these charges, and that it is not done by me. I have no success in getting this information, and I have repeatedly mentioned that I am XXXX, that they need to call me the phone number with an interpreter ( which I repeatedly gave them ). Apparently it fell on their deaf ears. 

I have filed two formal complaints, XX/XX/XXXX and XX/XX/XXXX, and gave the corporate a chance to resolve my complaint. As of today, XX/XX/XXXX, I got a phone call on my mobile phone. I called back on the phone number ( XXXX ) and only got the answering machine with no options to connect me to their people. I have to call the number on the back of the card to figure out, but they do not have the correct privilege or access to assist me in this. 

This is a Chase Sapphire Reserve account, which I am actually paying an annual fee for it, and I do not feel like I'm being treated with respect. In fact, my other credit cards where it doesn't have an annual fee, actually, treat me better! 

For what is worth, their website even mentioned that the card come with " Zero Liability Protection '' ( https : //www.chase.comXXXXcard-benefits/sapphirereserve/account-protection ), it doesnt even work with me.

Company response to consumer: Closed with monetary relief