Consumer complaint received 2021-02-11
Company: JPMORGAN CHASE & CO.
State: CO
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:
I have now submitted two claims for the same fraudulent transaction, and I am now going through my third review. I was in Hawaii visiting a friend, and while we were surfing a thief broke the steel lock box, got into my friends truck, and stole my wallet and phone along with the wallets and phones of three of my friends. We promptly contacted the police and filed a police report with the XXXX police department. About 1-2 hours later, we tracked down our phones to the side of a road. A friend of my friend that lived in XXXX  arrived and allowed us to use the find my app to track down the XXXX. 

As soon as I checked my phone, I saw that there were two transactions the thief made at XXXX and one at a car wash on my Chase Sapphire Reserve card totaling just over {$600.00}. I immediately locked all of my four cards ( also including a chase freedom unlimited, XXXX XXXX credit card, and XXXX XXXX debit card ). I then called chase to report the fraudulent transaction, but was asked for no further information other than verifying which transactions were fraudulent. I then received a letter approximately two weeks later stating that I received a personal benefit and was thus held responsible for the three transactions. 

I followed up on the letter by calling Chase again and was told to submit any evidence I had to XXXX, so that I could have my fraud claim reviewed again. Therefore, I emailed Chase a slip the officer gave us detailing the police report number, officer, time, etc. I also forwarded an email showing a receipt of me ordering a new drivers license online. However, approximately two weeks after I called Chase, I received another letter saying I was still being held responsible for the transactions AND that they reported to the various credit agencies I had reported a fraudulent claim I was held responsible for. When I called Chase again, I was told the reason that I was still being held responsible was that there was no evidence of a police report filing and that they had not considered my email that I sent for the second investigation. Thus, the phone operator told me he was reopening my case. 

In the meantime, after opening my third review, I was told by one of my friends involved in the incident who also had a chase sapphire card, had over {$3000.00} deemed fraudulent with no hassle on his end ( he did not even submit evidence of a police report filing and submitted the claim three days after the theft ). I have submitted the letter my friend received to Chase showing he was held not responsible for transactions that also occurred in the same city ( XXXX ) around the same time. 

I am currently awaiting the outcome of my third review. Needless to say, for a travel credit card with a {$550.00} annual fee, I am very displeased right now. I would not recommend the Chase Sapphire Reserve credit card to potential new customers, nor would I recommend that current card members carry this card when traveling.

Company response to consumer: Closed with explanation