Consumer complaint received 2021-05-31
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:
Upon reviewing my email inbox the morning of XX/XX/XXXX ( Sunday ), an email was received on Saturday XX/XX/XXXX XXXX PT from XXXX ( a travel booking website ) entitled " Your Stay in XXXX on XX/XX/XXXX is Confirmed ''. The booking was for XXXX XXXX XXXX ( Georgia ) Airport, checking in on XX/XX/XXXX and checking out on XX/XX/XXXX. I was in California at the time with no plans of travel to Georgia. 

I DO NOT use XXXX for booking travel activity. I immediately checked my Chase Bank ( JP Morgan Chase & Co. ) credit card activity via Chase.com 's customer login portal. There were two pending authorizations - one from XXXX and another from XXXX ( another travel website ) - neither of which were my charges. 

I made several phone calls that morning in response : - first to Chase customer service XXXX to report the pending fraud. Chase cancelled my card and immediately issued me a replacement and marked the transactions as fraudulent - XXXX customer service XXXX to report the issue, and found out several key pieces of information ( 2 rooms were booked, a XXXX XXXX checked in at the hotel and was still there, the booking was completed using a mobile app, XXXX received the reservation through XXXX ). The XXXX agent also provided a XXXX fraud number XXXX ( no clear outgoing greeting to indicate who the number belonged to ) on which I left a voicemail but never heard anything back. I use a flip phone, and thus have never used a mobile app for anything. The reservation 'confirmation ' required my presence at time of check in XXXX , but somehow the perpetrators were allowed to proceed with the stay even though I was in California as noted earlier. The XXXX agent would not provide me with the phone number used as part of the reservation for 'privacy concerns ' - the XXXX XXXX apparently called that particular number to confirm XXXX XXXX was authorized but indicated there was no answer and still allowed the stay. 
- XXXX Georgia PD who referred me to XXXX XXXX XXXX PD XXXX who then advised I contact my local PD to file a police report - XXXX ( CA ) PD and filed a police report - XXXX XXXX XXXX XXXX to report the fraud in progress Two months later, Chase applied a charge {$650.00} ( on about XX/XX/XXXX ) with a back date of XX/XX/XXXX, from XXXX Sales to my card balance without any notification to me. I noticed the charge during tax preparation/reconciliation in early XX/XX/XXXX and contacted Chase to find out what happened. Chase fraud inexplicably determined the charge was mine and re-applied it to my card balance indicating further they sent a letter to me to explain the resolution. No such letter was ever sent to me, and no letter is available on the Chase.com portal. I disputed the charge again. Chase sent a letter on XX/XX/XXXX indicating the charge belonged to me. I disputed the charge again, and got another letter XX/XX/XXXX indicating the same reason. I escalated the issue to Chase Executive Offices in XXXX - a person named XXXX XXXX XXXX ' ) indicated she was assigned and would investigate further. In XXXX, XXXX advised me that the charge was still determined to be mine because the merchant had 'compelling ' information about me, specifically my email address and card billing address, and the case was now considered closed. I find it incredulous that their investigations determined the charge was still my responsibility, even though the charge was made by a mobile app which I do not use, on a device I do not use or own. The device used would certainly have identifying markers ( i.e. device ID, telephone number, etc. ) that clearly do not belong to me. Also, the 'compelling information ' they claim the merchant had about me could easily have been obtained through several corporate data breaches in which my information was present ( i.e. XXXX XXXX XXXX, etc. ), as well as simple searches through publicly available online sources - hardly compelling. 

I have been a Chase client for over 20 years, paying off my full credit card charge balances every month except perhaps 2 during that entire span. Chase is basically calling me a liar and a fraud over a {$650.00} charge that I did not make which does not make any sense. 

I am willing to sign a legal document, such as an affidavit, swearing under penalty of perjury that the above claim is true. I am also willing to provide letters, statement copies, or other documents as needed ( I did not upload here due as the documents include personally identifying information about me ). Thank you.

Company response to consumer: Closed with explanation