Consumer complaint received 2020-04-24
Company: JPMORGAN CHASE & CO.
State: NH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
Several years ago my self and my soon to be ( ex spouse ) consolidated our credit cards under XXXX. We have alternated living at the address that the XXXX XXXX credit card was sent to. 
In XXXX of XXXX we received mail from Chase. As we do not have any open credit cards normally we just shred them as they are advertisements that we are not interested in. 

I opened this one and it listed a balanace of {$3400.00}. 
I called Chase Immediately and reported the opening of this card as fraudulent. 
I was advised by " XXXX '' that the situation would be taken care of and we had no liability for a card that we did not open. 

Needles to say another statement came. We were then advised that we had a late fee. 
The first dispute was filed ( should have been done by XXXX, but was not ) The dispute later came back denied because it was mailed to our address. 
It was never activated or received by either XXXX or XXXX XXXX. 
I sent in numerous statement showing that out mail has been previously mishandled. 

The claim was then appealed to Chase executive office and decided under the same provision that it was indeed our mailing address. 
Due to our seperation there were multiple people bringing in the mail for us and each one of us lived there for a different period of time. 
on XX/XX/XXXX I called again and was not provided any information. 
Another appeal was denied XX/XX/XXXX with no decision ever being provided. 
It was suggested that an appeal be filed via XXXX  which was done, and denied under the same provision. They stated that they adopt Chases decision. 

We then made contact with a XXXX XXXX who was helpful in reviewing the account and states that he would be available by email which he provided stating that this did appear to be a fraudulent account. 
he never contact either one us back. 
We have had multiple security /social security number breaches We last spoke to another manager XXXX XXXX that said she agreed and would look further into the case for us. I asked for review of video footage, signatures etc. She called and left a message just saying she was sorry she could not help. 
I asked to file a claim on each individual purchase if they would not accept that the opening of the card was fraudulent I called and emailed again XX/XX/XXXX asking for : 1. A letter saying that the claim is still under dispute as we were trying to refinance the mortgage so one of us could stay in the home with the kids. 
2. We requested the waiver of the late fees as we were advised not to pay the bill while it was in dispute. 
3. Verification of the status of the claim. 

I have left many voice mails for both managers that I was assigned to and received no help, response or support. 
It is now likely that I will not be able to refinance without proof that this account is in dispute. 
I do not feel like it is reasonable that they are using the criteria of an address as the end all and be all of if this card is fraudulent. It is lazy and it is hurting our family. 
We deserve timely written answers and reasonable research to validate that this is not our account.

Company response to consumer: Closed with non-monetary relief