Consumer complaint received 2021-02-26
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, at XXXX Pacific, I received a text notification that a charge to my JP Morgan Chase XXXX debit card was made in the amount of {$4900.00} at XXXX ET. At XXXX, another text came in with similar info for {$4900.00}, XXXX ET. At XXXX, the third text came in staying that a 3rd charge was made at XXXX ET in the amount of {$5100.00}. By the time the second text came in, I was logged in to my Chase account to look at the charges. I also noticed two other small pending charges that were also pending prior to the large charges. Both were under {$1.00}. There is limited information on where the charges came from- it only says XXXX or XXXX XXXX XXXX After doing a quick XXXX search, I found that this has to do with cryptocurrency, which I am not familiar with. 
On XX/XX/XXXX at XXXX ( so FOUR minutes after the first text came in ), I was on the phone with Chase ( @ XXXX ) to report the charges. The card was cancelled and I was told a new card with a new card number will be issued. The lady told me I needed to call the fraud department on Monday ( XX/XX/XXXX ) to report the fraud since that department was closed on Sundays. 
On XX/XX/XXXX, I called the fraud department to report the fraud. It wasnt until XX/XX/XXXX that I got a notice that the claim was denied. I again called in to the fraud department to find out why. I was then told that it was denied because charges were authorized since I called in to increase my credit limit. I immediately told them that I did NOT call in to Chase to authorize this. They also refused to give me any information as far as what the caller used as proof that it was me. I was told I cant have that information. I was then told that it would be looked into further and they would re-open the claim but I needed to provide proof that it was NOT me that did these charges. 
On XX/XX/XXXX, I filed a police report with XXXX County Police Department. I also filed a report with the FTC. I have put a fraud alert on my credit bureaus and put a freeze on them. I had a friend that knew of my situation with the bank and he messaged me with a contact at XXXX because he does have an account with them. I emailed them to see if they could be of any assistance. Those emails are included with the documents I later provided to Chase. 
On XX/XX/XXXX, I called the fraud department again to provide the police report number. I was told that the claim was not open, despite what I was told on the XXXX. I was again told to provide proof that I didnt do these charges or it wont be approved. I also was basically accused of collusion and providing others with information to do these charges. I would like you to know that, without a doubt, I did NOT do these charges nor do I know who did. I certainly didnt provide anyone with information in order to make these charges. I did NOT call in, requesting the increase to {$30000.00}. The fraud department told me the caller said it was for business equipment. Also, I was told the caller called in at XXXX ET. This was the same time the first text came to me with the first charge. Also, with the exception of my one recent charge at XXXX restaurant, the card has not been out of my possession and I have my ID, SS Card and all other things with me. 
I alerted Chase in the most timely manner possible, within 4 minutes. Look at my history of charges. Look at my account, I have never purchased cryptocurrency before. I have never called in for a credit line increase. My TOTAL monthly charges are usually only a few XXXX dollars. I need this to get resolved and my money put back in my account. I have been with Chase ( previously WaMu ) since XXXX and I am very unhappy with the way I have been treated by the fraud department.

Company response to consumer: Closed with explanation