Consumer complaint received 2019-05-15
Company: JPMORGAN CHASE & CO.
State: NC
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:
Charges were made by an ex girlfriend named XXXX XXXX over a period of time without the knowledge, consent, permission, or authorization by myself. Once the fraudulent charges were discovered, I attempted to recover the stolen funds by demanding repayment of the money from Ms. XXXX on behalf of Chase credit card. This made logical sense as Ms. XXXX was in school  to be a XXXX at the time and was a single mother of XXXX. By doing so, Ms. XXXX would avoid criminal charges IF she followed through with the agreement and paid the balance in full, or face criminal prosecution. Chase would also benefit as they would face NO losses in the matter and would be paid in full plus their interest. 

2 years after making the agreement, Ms. XXXX failed to pay off the cards and additional theft was discovered after it was discovered. She had also stolen the personal information of myself and all credit card information including the card numbers, expiration dates, security codes etc. and was using them electronically. Criminal charges were filed against XXXX XXXX for the theft and a report was filed with all effected credit cards to report the fraud. Ms. XXXX is under XXXX   charges for theft and a copy of the police report has been provided to all affected credit cards. In total, 3 cards were compromised by her theft, to date, Chase is the ONLY credit card refusing to acknowledge the criminal activity and are instead accusing myself of causing the theft becuase as they stated " I allowed her access to the cards because she lived with me ''. Chase is refusing to acknowledge the criminal charges and are instead telling me I am responsible for the balance and that the matter is a civil matter, even though I made a GOOD FAITH effort to entirely eliminate their losses from her theft before asking them to become responsible through their 100 % Fraud Protection Guarantee. They are not in breach of their agreement to protect card holders from fraudulent transactions and instead are attempting to create a fictitious " rule '' that attempting to arrange for the payoff of criminal activity on behalf of the card makes the card holder civilly liable for the fraud. I was successful in recovering a small amount on behalf of Chase, yet they would have received nothing had I at least made this attempt. Complaints have also been filed with the NC State Attorney Generals Office on this matter ans well as OCC since they are also a nationally governed bank. Chase is falsely advertising their promise of 100 % Fraud protection and have willfully been negligent in this matter through false advertisement and misleading statements when the fraud was reported to their company stating on record on a recorded line that " There is no requirement you must report fraudulent activity in 60 days for you to be protected. It does not matter when the fraud happened, we do not hold our card members responsible for charges they did not authorize ''. They now are trying to deny this is the case after this was stated on the initial call in XX/XX/2019 to report Ms. XXXX fraud and to provide them will ALL documentation to their company in order to assist in recovery of funds through Ms. XXXX prosecution. Chase is negligent i n the fact that they willingly are stating they will not participate in the criminal proceedings which would allow them to recover all funds in the case. Charges have already been filed and Chase would need to do nothing further than cooperate with the investigation to recover their funds and will remain 100 % reimbursed. It is NOT the requirement of the victim of a crime to defend themselves in a fraudulent case when the victim has CLEARLY taken every avenue to not only assist the credit card with preventing losses to their company, but also taken the steps to file criminal charges against their now own ex girlfriend to ensure proper justice is given to all parties involved, including Chase. It appears through this situation Chase is intentionally refusing to participate in order to attempt to make myself responsible for the charges so they will not need to lift a finger for themselves. In this case Chase does not deserve reimbursement as they are attempting to place 100 % of the burden on my shoulders where they have not attempted to even enter the recovery process with the criminal aspect of the case and therefore are responsible for all losses of their own fault. 

All documentation has been provided to Chase and acknowledged including fraudulent charges and copies of the police report for their records.

Company response to consumer: Closed with explanation