Consumer complaint received 2022-02-16
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 was traveling in Hawaii on XX/XX/2022, while my card was charged with three unauthorized purchases worth {$5700.00} combined. I noticed these fraudulent transactions on my card and reported immediately. The bank initially issued me temporary credit and state that the fraud department will make an investigation. 

Around two week later, same transaction appeared on my credit report again and the bank reasoned because the stores ' system " detected the chip in my card '' and I didn't lose my card it's " very unlikely to be another person 's '' purchase. I proceed to state that because there might be other technologies enabling scammers make transaction under my name without stealing my physical card, the store detected the chip in my physical card is not sufficient to approve that I made those transactions. The bank XXXXs fraud department agreed to reopen the case and " give me a result within 7 business days. '' Then I continued waiting. 

On XX/XX/XXXX, I received a notification from Chase, stating that after investigation, the result remains unchanged, and they insist my transaction was valid. I called the fraud department again and the reason given was I don't have other evidence to support that I did not make those transactions. I asked if there's any other evidence to support these transactions were indeed from me, they failed to answer and ask me to call the stores as well as police to acquire additional information and send the evidence to their recovery email. 

Although I know it's not my liability to provide evidence for something I didn't do, to accelerate the investigation process, I contacted all stores and local police to see if there were indeed those transactions as well as XXXX footage of the person who made those transactions. XXXX XXXX, which is the store that charged my card with the largest amount of transaction, stated they did not see such a transaction in their system and provided me a case number as evidence for Chase to make follow up calls, stating this is the only form of evidence they can provide. I offered above details to Chase fraud department, and they agreed to follow up on the call. 

Since XXXX police station didn't accept non-in person reports, they transferred my case to my local police station. Although my local police station doesn't have any access to Hawaii stores security systems, they agree to contact the station in Hawaii and see if there's anything they can do and ask me to wait for a call back. I was then waiting for a result from the police. 

On XX/XX/XXXX, I received another notification from Chase, stating the same result that my transaction was valid, and they closed my case again, all while I am still waiting for feedback from the store as well as the police. Through this whole process, no one from chase followed up with me to state if they followed up with the XXXX XXXX or had any other investigation. At this point I feel I can't solve my dispute with Chase and called them one last time today ( XX/XX/XXXX ) to give them a notification that I will file a complaint against them with CFPB. 

Another detail is out of all three transactions, Chase bank were only able to send me a text notification on two of the transactions ( {$290.00} at XXXX XXXX XXXX XXXX ) and the transaction went through despite I replied " NO '' to stop it. 

I was very disappointed at how my case was handled, including different chase department shirt responsibilities from each other, making this a horrible customer experience trying to solve my problem for a month. I will insist my claims on the fraudulent charges and won't cease my complain until this is solved.

Company response to consumer: Closed with explanation