Consumer complaint received 2023-11-09
Company: JPMORGAN CHASE & CO.
State: MI
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My charge was hacked and fraudulent purchases made. As of XX/XX/XXXX when I reported the fraud, 19 charges had gone through from XX/XX/XXXX to XX/XX/XXXX. I was informed by customer service that an {$800.00} purchase from 10/26 was blocked by Chase however I was never notified of this until the other 19 were processed and the rep was going over transactions on her end ( the {$800.00} never populated on my end ). Sometime between XX/XX/XXXX and XX/XX/XXXX I noticed my credit limit was increased ( doubled actually ) without my knowledge while fraudulent and suspicious activity was happening. I did not request this. This old card number was shut down and a new card number issued. I changed the password on my account ( which chase never emailed me that my account had been updated ). I was advised to make me regular payments minus the {$100.00} fraudulent charges over the 19 transactions. I completed my payments on XXXX. As of XXXX I showed a {$0.00} balance. On XXXX I logged in to find a {$5.00} balance along with more fraudulent charges from XX/XX/XXXX ( that were not posted on the account as I of XXXX when I paid my balance and not as of XXXX when I showed a XXXX balance ) and credits for those charges as well. We are now showing 21 fraudulent charges and 21 credits on my end. I am advised by the customer service rep that chase automatically updates the digital wallets that were associated with the old card with the new card info as a courtesy. The problem here is whoever hacked my card input my info in a digital wallet which chase then updated with the new card info. I immediately shut down the new card and closed everything down completely. I was told a manual credit would be given for the {$5.00} as I was not responsible for that. On XXXX I received my new card in the mail with no sticker on it to activate it. The card was already live, activated and ready to use. I contacted chase again on XXXX as the {$5.00} was still showing on the account to which I was told they over credited my account and the {$5.00} was posted on XXXX I am responsible for. Nothing shows up on my transactions past XXXX which were my payments taking the account to a {$0.00} balance. After not notifying me of blocked charges, allowing 21 fraudulent/suspicious charges in a 25 hour time frame, updating a hacked digital wallet with my new card info, not notifying me of password changes, requesting one time passcodes that the texts flat out say do not give to chase, increasing my credit limit by $ XXXX while compromised and sending a live card in the mail they now expect me to pay a balance that doesnt show as a transaction on my account. I paid a {$600.00} balance in full to close out my responsibility debt. If I owed the {$5.00} I would have paid it. After speaking with 8 different people over the course of 11 days and getting different information and inconsistent security verification from them I do not trust this company any longer. If I owe the {$5.00} it should show up as a transaction on my account and it does not. I should not be taking their word and just paying a balance that has no transaction associated to it. They refuse to remove it and I am at a loss. Below are the people I spoke with and dates. 
XX/XX/XXXX - XXXX XXXX - XXXX XXXX- XXXX and XXXX XXXX- XXXX and XXXX XXXX - XXXX and XXXX

Company response to consumer: Closed with explanation