Consumer complaint received 2018-11-16
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: Card was charged for something you did not purchase with the card

Complaint:
I noticed suspicious activity on my chase credit card on XX/XX/XXXX and immediately called chase customer support to notify fraudulent charges. The call was made within 2 hours of the activity. I noticed email ( s ) that my chase account has been used to purchase XXXX/XXXX   XXXX tickets. During my conversation with the customer service representative. I expressed my concern and stated that since these tickets have been purchased a couple of hours ago and I can cancel them myself if they tell me the source they were purchased from ( suspect was XXXX because there is a charge from their website on my credit card ). US law enables customers to cancel flights within 24 hours of booking if the flight is booked 7 days ahead of time. Please see the link. ( XXXX XXXX XXXX ). However, chase customer representative told me that I dont have to worry and chase will take care of that. Since, Chase assured me that they will take care of it, I did not pursue it with the airline to cancel the bookings. In addition, I had very little information about the flights and passengers they were booked for. 

Over time, I went through several back and forths with chase. Chase was very reluctant to do a proper inquiry into this. They kept putting me on long holds and kicking me from one department to another with no resolution. Their treatment was unfair and they concluded the case against me without asking for further documentation and carrying out a proper investigation. They never shared the reasons why my dispute was being declined. They sent me a letter stating that Your provisional credit has been reversed because you benefitted from the purchase. I never benefited from those fraudulent purchases. After I pursued the case personally, they told me that the case was decided in my favor and I will be getting a credit. However, after some time, they reversed the decision without informing me or asking for further information. When I called I was told that XXXX has suggested to charge me. That made no sense to me because chase offers zero-dollar liability for fraudulent transactions. 

Due to poor investigation done by chase, I decided to take matters in my own hand and contacted XXXX and XXXX regarding the charges. Since, the charges on my credit card appeared from these two companies. After going a few email exchanges, I was able to get some details on the flights purchased using my credit card. Below are the details of the flight.

1. Flight from XXXX to XXXX on XX/XX/XXXX ( On Chase Sapphire credit card ) 2. Flight from XXXX XXXX to XXXX on XX/XX/XXXX ( On chase sapphire credit card ) 3. Another flight from XXXX to XXXX on XX/XX/XXXX ( On a different credit card ) I have attached the response of XXXX and details of the flight. Please note that this complaint is regarding the first 2 flights purchased on Chases credit card. I live in XXXX and I have never been to XXXX XXXX and I have no reason to book a flight from XXXX XXXX. Clearly, Its impossible to take all these flights on the same date and from different cities. Therefore, I can not benefit from these bookings. Please, also note that the date of birth used for the flight from XXXX XXXX to XXXX flight is not my Date of birth. Which means I can not fly that flight because by federal laws, it must be my actual date of birth to board the plane. 


I was baffled by this and I was wondering how someone got hold of my information. After thinking about it, I could think of one possibility and thats the use of my work laptop that was stolen from my office. That laptop had all of my personal information. Such as name, date of birth, email, credit cards stored etc. I believe that the laptop might have been used to play a prank and inflict a financial loss to me. I have attached the police report. I have also attached the response from XXXX and details of the flight. 

At this point, I think I have sufficiently established that i did not book the flights and someone used my information to book the flights. I contacted chase and provided them all of this information. Itineraries, However, they kept deciding against me. When I asked for the reason, they told me XXXX has refused. When I asked for all the documentation that led them to reject my dispute. Chase refused to provide me that. 


Since, I reported these fraudulent transactions on time when the bookings could have been cancelled and also provided enough evidence that It wasnt me and can not benefit from the flights when they have been booked from two different departing airports taking off at the same time. On top of this also the date of birth used for bookings is not mine. No way, I can benefit from these bookings. Therefore, I would like a full refund from chase. 

I am attaching the following documents. 

1. Bank statement showing the charges. please note that the statement is XX/XX/XXXX but it shows XX/XX/XXXX transactions that were put back on my credit card. 
a. {$390.00} b. {$410.00} c. {$72.00} 2. Response of XXXX to my inquiry. They have claimed that I got a refund due to duplicate flights. However, I have not received any refund at all. 
3. Details of the bookings obtained from XXXX 4. XXXX   Advice XXXX has agreed with me that the charges should be removed and I should contact the bank. However, chase is not co-operating with me. 
5. Police report showing report of stolen laptop which I strongly believe was used to book these flights. Since, this was a prank/fraud I am not liable to pay something that was booked in my name and I never benefitted from these. 
6. Flights were cancelled as well. Another reason why I should be issued a refund.

7. Validity of ticket apparently the ticket is valid until next year. Which means they have another reason to issue me a refund I have shared all these documentations and more with chase. Not only did they fail to provide a resolution but also never provided me the paperwork that led them to conclude why these charges should stay on my statement. I am requesting CFPB to help me get a full refund of {$870.00}. I have already paid this to chase and it has caused me significant XXXX, stress and time spent to resolve this. If possible, they should also compensate me for that. 
I think i have provided most of the information needed but i can provide more information if requested. 

Thank you!

Company response to consumer: Closed with explanation