Consumer complaint received 2020-04-12
Company: JPMORGAN CHASE & CO.
State: CA
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:
XXXX -- Overview Summary -- // While I was traveling in XXXX ( XXXX ) , on XX/XX/2020, my Chase Sapphire Visa card ( along with my XXXX & XXXX XXXX cards ) were all compromised at the same time with multiple fraudulent charges, by likely the same fraudster. 

Both XXXX and XXXX have cleared the fraudulent charges after investigation ; however, Chase has concluded that those fraudulent transactions were valid and that I was responsible. 

The following are the unauthorized charges on my Chase credit card made on XX/XX/2020 when I was in XXXX : 1 ) XXXX XXXX XXXX {$14000.00} 2 ) XXXX XXXX XXXX XXXX {$15000.00} I am the victim of fraud and these fraudulent charges have shaken me to the core. It has been made worse by the fact that Chase has concluded Im responsible. I have not been able to get in touch with anyone at Chase. Please help. 

XXXX -- My Attachments -- // 1 ) My text and email replies to Chase, proving that I denied all the fraudulent charges at time of notification ( on XX/XX/2020 ) 2 ) My XXXX & XXXX statements - showing that Ive been cleared of similar fraudulent transactions under the same name ( XXXX XXXX XXXX , etc. ). Feel free to reach out to XXXX XXXX, the senior investigator at XXXX who worked on my case, at XXXX 3 ) The latest letter I received from Chase ( on XX/XX/2020 ) // -- Timeline of Events -- // Below is a complete timeline of when the fraudulent charges took place and my correspondence with Chase. 

<< XX/XX/2020 >> - Arrived in XXXX ( XXXX ) from XXXX XXXX ( XXXX ) << XX/XX/2020 >> - Went to XXXX XXXX  wanting to buy a new phone ( XXXX XXXX XXXX XXXX ). Visited mobile phone dealer at 4th floor of the mall. Phone price was ~ {$860.00} USD - To purchase, I tried using my Chase Sapphire card and my XXXX VISA card, but both were rejected - The salesman said it meant not enough money on the cards, so I went down to the ATM at ground level to get cash ( with my XXXX Debit card ) - I returned to the store and purchased the phone with cash - While setting up the new phone, I got a text message from Chase. I thought the text referred to my charge attempt earlier to buy the phone, so I replied promptly : That was me but I have paid cash already since not approved. Just cancel this transaction, not got through. Thank you But when I read the message again, I discovered that the amount ( in thousands! ) was way off. I knew something was wrong. I then responded : Sorry, that was not me, not that much, I just try to spend 800 something. Please do not approve anything. Please inactivate my card now. The {$14000.00} was definitely not me. 
- Note : Around the same time, I also received a text from XXXX regarding some high charges on the XXXX card. I denied them right away. 

- I also received an email from Chase about these fraudulent charges. I replied to that email right away : None of these transactions, not mine. I have been in XXXX just for 2 days. Both of my credit cards got compromised. 

- After I returned to the hotel, I also XXXX called Chase to report the fraud. I told the Chase agent that I had visited a phone dealer ( and I could not recall the dealers name ), but I did not authorize those fraudulent charges. The Chase agent told me I needed to talk to the merchant ( phone dealer ) because this is a dispute and I had to wait 72 hours to see the transaction appear. I disagreed with him, because this was not a dispute for any transaction I made, but rather a fraudulent transaction that I never made ( As mentioned, I paid cash for the phone ). I disagreed with the Chase agent, but did not argue. 
- Note : After talking to Chase, I also called XXXX. The staff went over each charge attempt with me. I then recognized " XXXX '' as the phone dealer and the amount charged matched the price of the phone ( and that charge was declined ). The fradulent charges on my XXXX card were separate charges under the names of XXXX XXXX, XXXX XXXX XXXX,. .etc ( same name as the fraudulent transactions on my Chase card ). At that point, it was clear that the phone dealer likely had nothing to do with the fraudulent charges. The Chase agent I spoke with earlier probably thought I purchased my phone from XXXX XXXX/XXXX XXXX  << XX/XX/2020 >> - I called Chase again to make sure Chase knew this was fraud and my VISA card must be stopped. I noted that the phone dealers name is XXXX and not XXXX/XXXX XXXX -I also received an email from XXXX XXXX regarding suspicious activities on my debit card on XX/XX/2020. I called XXXX and found similar, high charges under XXXX XXXX, XXXX XXXX. My XXXX debit card was compromised at the same time as my credit cards though I never used that card directly for purchases ( only to draw cash ) in XXXX - Note : My friend XXXX, who was with me on the previous leg of the trip, in XXXX XXXX, XXXX, also had his bank cards ( XXXX XXXX and XXXX XXXX ) compromised by XXXX XXXX on the same day ( XX/XX/2020 ), though he was not in XXXX with me. Therefore we suspect our cards were compromised prior to arriving in XXXX ( likely at a massage parlor in XXXX XXXX, where we parted with our belongings and wallets ) << XX/XX/2020 >> - I had not received any calls from Chase since I was in XXXX and had returned home - I discovered a letter from XXXX at Chase Fraud department with the conclusion that I was responsible for the fraudulent transactions. I called XXXX to explain the situation and that this conclusion was not acceptable and was a big misunderstanding. She told me to send her a photo of my text replies denying the fraudulent charges on XX/XX/2020 and other documents to support what I said. At her request, I went to the local Chase branch in-person with a photo of the text message and statements of my XXXX and XXXX XXXX cards, showing similar unauthorized high charges that were denied. I also provided a VAT tax refund receipt of my new phone. A staff at the branch supposedly scanned these documents to XXXX << XX/XX/2020 >> - XXXX from the Chase Fraud department called me and said would review the case, but that the documents had not been uploaded yet. I wasnt sure if the documents I provided XXXX had gone through or not, but I told her to let me know if she needed additional info << XX/XX/2020 >> - I found a new message in my online Chase account from XXXX ( dated XX/XX/2020 ) concluding that the fraudulent transactions were valid - Since XX/XX/2020, Ive been trying to reach Chase as this conclusion is unacceptable and wrong. Im a victim of fraud. I have attempted to reach out many times, but have not been able to get in touch with anyone

Company response to consumer: Closed with explanation