Consumer complaint received 2019-01-25
Company: JPMORGAN CHASE & CO.
State: CA
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/XXXX, I received an email from Chase Bank notifying me that an unauthorized purchase with my Chase Credit Card was made at a XXXX XXXX Store ( # XXXX ) for the amount of {$1600.00} and {$2100.00} ( a total {$3800.00} ). Then and there I realized I have lost my Credit Card. 

I immediately denied making any purchase at any XXXX XXXX Store that day. I was later informed that Chase 's Fraud Department will investigate to determine the validity of the charges. 

On XX/XX/XXXX, I received a letter informing me that, after a " thorough '' investigation, Chase 's Fraud Department determined that the transactions were valid. Thereafter, I called and spoke with the representative who was in charge of investigating my case. I was informed that because my Credit Card has a chip, and that chip was used for the purchase, then necessarily I must have been the one to  make the purchase! 

Again, I told her I did not make the purchase. Someone who wrongfully took possession of my Credit Card used the card without my authorization, and in the process of said unauthorized use, he or she must have used the chip on the card to make the transactions. How that means that I must have been the one to make the purchases is completely without basis. 

I asked her whether or not she made any attempts to obtain the video surveillance at the XXXX XXXX store in question -- because certainly it will be unequivocal proof that the purchases were made by someone other than me. To which the representative responds that I am the one who is supposed to do so. 

Right after, I attempted to contact the XXXX XXXX store in question. I was told I needed to contact their corporate office 's fraud department, to which they transferred me to. The corporate office then told me that they can not release any videos without the order number of the purchases. Of course, I certainly don't have the order number -- I was not the one to make the purchase, and, therefore, I do not have the receipt or any information as to those purchases. In fact, it's clear that XXXX XXXX was in a better position to obtain the order number than I was -- after all, it's their store and they are the ones to keep records of transactions. 

It is clear Chase 's Fraud Department did not make the alleged " thorough '' investigation. It would appear that all the representative did was make sure that the Credit Card chip was used to make the purchase. This entire dispute revolves around the fact that someone else has possession of my card. He or she will and has undoubtedly used the Credit Card chip to make the purchase. Just because the transactions were made with the Credit Card chip in no way represents that it was made by me, especially given the circumstances that I did not have possession of the Credit Card. 

Now, in addition to this CFPB complaint, I am also filing a police report and a formal complaint with the FTC.

Company response to consumer: Closed with explanation