Consumer complaint received 2021-09-17
Company: JPMORGAN CHASE & CO.
State: MD
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/2021 On XX/XX/2021 someone broke my gym lock at the XXXX  XXXX XXXX XXXX located in XXXX, MD. and stole XXXX credit cards and a debit card. I immediately reported the theft to the XXXX XXXX, Maryland Police Department where they opened a case number XXXX in order to investigate the theft. Since I did not have my phone with me I rushed home and was able to lock the XXXX credit cards. Then I called Chase and XXXX banks to report the theft. After reporting the thefts to the appropriate banks I noticed that there was a charge of {$290.00} at the XXXX XXXX next door to the XXXX  XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX, MD. XXXX ( apparently at XXXX am about half an hour after the theft ). I called the XXXX store and spoke to the manager on duty and informed him of the theft and asked him if he could save the pictures of the individual making the purchase at the POS ). 

Within XXXX weeks of the theft I was contacted by a police officer named XXXX XXXX of the XXXX XXXX # XXXX. He had several questions regarding the theft and associated credit card numbers, at which time I informed him via email of relevant card numbers and the fact that a Chase Freedom Flex credit card with the numbers XXXX XXXX XXXX XXXX was in fact used at the XXXX XXXX next door for a purchase of {$290.00}. In a subsequent email officer XXXX verified that he had gone to the XXXX and verified footage of the individual making the unauthorized purchase using my credit card for a debit card whjch the individual later used in Florida. 

I had to go overseas on a personal business trip on XX/XX/2021 and upon my return I was shocked to learn that Chase Fraud Prevention Department had sent me a letter stating that I had benefitted from the purchase at the CVS Pharmacy and accusing me of lying about the whole ordeal without supplying any evidence to support their accusation. They had reinstated a charge of {$290.00} on my credit card charges due on XX/XX/2021 victimizing me for a second time. I called the Chase Fraud Prevention Department several times over a span of a week and they accused me of lying about the whole ordeal and that they were sure that I had been in possession of the stolen credit cards the whole time. I asked for their evidence concerning their accusations and they could not provide any. They asked me for any supporting documents related to the thefts and I emailed the communications I had with police officer XXXX. I asked them to at least temporarily suspend their demand of the fraudulent charge of {$290.00} while they investigated this whole matter and they adamantly refused. Therefore I find myself victimized again this time by the bank and am wondering where is the promise of zero responsibility for fraudulent charges that were promised to me which were one of the main reasons I applied for this credit card in the first place. All I can say after being subjected to some very brutal treatment by Chase Bank and their Fraud Prevention Department and their total lack of compassion for their card holders that this bank does not deserve my business and respect. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with monetary relief