Consumer complaint received 2020-06-30
Company: JPMORGAN CHASE & CO.
State: NY
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:
I recently received a notice from Chase regarding a series of fraudulent purchases that had been made using a lost Chase Amazon credit card that indicated that I was being held responsible for those charges. At that point, I called a representative in Security Services named XXXX, who sent an email indicating I wanted further review on this case. Yesterday, I received a phone call from a representative in Fraud Recovery named XXXX, who advised that I visit the stores in question to attempt to find further evidence to support my claim. The full timeline of events follows - this is everything I've been able to gather. 

On XX/XX/XXXX, I made an authorized purchase of {$85.00} at a XXXX   in the XXXX. After making that purchase, which I did at self-checkout, I must have placed my credit card somewhere in the area while packing the purchase into bags, and left the store without it. At this point, an unauthorized individual must have come across the card and started using it fraudulently. 

They used the card three times in a row at XXXX ( charges of {$72.00}, {$57.00}, {$110.00} ) and then used the card again at a XXXX ( {$27.00} ) and at a XXXX XXXX ( {$170.00} ). They then tried to use the card again at XXXX XXXX for a charge of over {$500.00}, which triggered a fraud alert. This was when I first realized the card was missing. 

I contacted Chase that day and indicated that the card had been lost and these five charges, which were at that point pending, were fraudulent. The person I spoke to removed the charges, closed the account, and assured me that Chase had my back. At this juncture, I took no further action as it was never indicated that I might need to do so. 

On XX/XX/XXXX, I received a notice indicating that I was being held responsible for these five charges. There was also a charge from Spectrum that was dated XX/XX/19 for {$74.00} included in this letter, which was confusing as a ) I did not dispute that charge, and b ) I don't understand where it came from considering the account had been closed on XX/XX/XXXX. I am not disputing the charge of {$74.00} and it should be removed from this investigation. 

On the XXXX of XXXX, I called XXXX ( as mentioned above ) who sent an email to Fraud Recovery. And yesterday, on XX/XX/XXXX, I spoke with XXXX in depth about the situation. She said I should try to go to the stores and request visual evidence to support this claim. This morning, I went to the Target in question, and spoke with their APS specialist, XXXX. If you need to contact him to ensure this conversation took place, you can call that particular XXXX at ( XXXX ) XXXX. 

XXXX was unfortunately not able to provide any video or still images, as he explained that they were no longer saved in the system. He was also unsuccessful at finding the receipts for the purchases, although I'm not sure if those would have helped or not. I can continue to try to retrieve them by calling XXXX Corporate Offices, and will do so if this bears any significance on the claim. I also visited the XXXX XXXX store ( which I had assumed was the one the individual would have visited as it's in the same complex ) but was told that that purchase had been made in a different store ( XXXX ) which is located in midtown XXXX. 

I did not make or authorize these five purchases. I have respectfully disputed these charges and request that they be placed back under investigation and removed from my current balance prior to that statements closing, as I should not be responsible for these purchases. I requested that chase consider my history with the company : I pay on time, I'm a responsible person, this is not something I would do. The sequence of these purchases does not match up with my typical purchasing history. The XXXX XXXX in question is one I've never visited. Chase 's determination to hold me responsible doesn't even really make sense. The only way you could look at this timeline in addition to my repeated explanation of the situation and conclude that I was responsible for these purchases would be to accuse me of lying and attempting to create a situation that looked like fraud, which I would never do, which I believe my long and responsible history using this Chase account fully supports. 

When I spoke with XXXX, she assured me that she would place these charges back under dispute. I received a notice the same day stating the purchases remained valid ( this is attached here ). I then sent an email similar to the contents of this statement to XXXX and am simultaneously filing this complaint with the CFPB.

Company response to consumer: Closed with monetary relief