Consumer complaint received 2017-12-07
Company: JPMORGAN CHASE & CO.
State: VA
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:
3 fraudulent transactions occurred between XXXX XXXX, XXXX and XXXX XXXX, XXXX. 
1st transaction : XXXX/XXXX/XXXX in XXXX, IL for {$95.00} at a merchant named XXXX XXXX - XXXX XXXX XXXX. 
2nd transaction : XXXX/XXXX/XXXX in XXXX, PA for {$19.00} at a merchant named XXXX 3rd transaction : XXXX/XXXX/XXXX in XXXX, NM for {$150.00} at a merchant named XXXX When the 1st fraudulent charge took place, Chase sent me a text message on XXXX ( from XXXX at XXXX ) asking if the activity on the account was authorized by me. I replied to the text ( at XXXX ) saying " NO '' and received a reply that the card would be deauthorized and a new one sent out. I continued to receive similar text messages from Chase on both XXXX ( from XXXX ) and XXXX ( from XXXX ). I ignored the single text on XXXX. Since I had already responded the day prior and received notification that the card would no longer work I felt secure. On XXXX I received 2 text messages asking if activity was authorized. I was concerned that the credit card number was still valid so I replied, yet again, " NO '' - agreeing that the activity was not authorized by me. I received another response that stated the card would be cancelled and a new one sent out. 

Fast forward to XXXX XXXX, I still had not received a new card as promised by the text messages from Chase. At XXXX I received 2 text messages from Chase asking if recent activity was authorized. I replied at XXXX with " NO '' and again received a message that my card would be deactivated. 

Since XXXX XXXX, the {$150.00} for the 3rd transaction has been credited to the account. I had to manually follow up with Chase and start 2 new disputes regarding the 1st and 2nd transactions. I did this on XXXX XXXX via a telephone call to Chase. I received a letter on XXXX instructing me to provide documentation about the transactions and why I dispute them. I provided the documentation on XXXX @ XXXX via the secure message center in my online Chase account. I received confirmation of the messages being sent on XXXX. I also received a reply stating that Chase was working on my dispute on XXXX. As of today, XXXX/XXXX/XXXX, I have not received any correspondence either electronic or through the mail from Chase regarding the first 2 disputes. The total fraudulent activity still on my statements is {$110.00}. 

In closing, I do not believe Chase has performed their duties to secure the account and provide relief. Chase was suspicious that my account had been compromised and sent me text messages asking for verification. I provided verification to Chase on 3 separate dates that yes, the account had been compromised ; XXXX/XXXX/XXXX via text, XXXX/XXXX/XXXX via text, and XXXX/XXXX/XXXX via telephone. Even after receiving notification that my card would be frozen and de-activated and that a new one would be sent out, the account was not frozen and fraudulent charges continued to be charged to the card as many as FIFTEEN days after confirming Chase 's suspicion of fraudulent activity. I think this shows a clear failing in either Chase 's systems or their personnel, and these are factors well beyond my control. I did my due diligence to report the fraud and allow time for investigation and Chase now needs to take action.

Company response to consumer: Closed with monetary relief