Consumer complaint received 2023-10-19
Company: JPMORGAN CHASE & CO.
State: FL
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/ I opened my Chase app and checked my transactions and to my horror saw that my checking account was drained basically. There were XXXX transactions all to XXXX  electronic over a XXXX period ( XXXX XXXX XXXX XXXX ranging from purchaces for random game credits in ranges such as XXXX to XXXX and XXXX XXXX. 

Of course I freaked out and called Chase fraud. They locked down all cards and credited me back the approx XXXX in my checking account. They assured me everything was ok and they just had to investigate and verify its fraud. 

So, when I got off the phone with Chase fraud department I wasnt worried because inside the Chase app, XXXX  somehow uploads a receipt for all XXXXXXXX XXXX XXXX transactions to the Chase transaction it is tied to. It showed random XXXX XXXX not linked to my email and random billing addresses. They are typically XXXX XXXX  game credits repeatedly charged. Ive never bought a game from the XXXX XXXX in my life of course. I thought I was in the clear. I must reiterate, inside of the Chase application itself, XXXX sent digital receipts to the card number linked to the transactions. Not a single one of these receipts was tied to my XXXX  XXXX  or my billing address or were using XXXX method of buying the game credits. When referencing legitimate receipt for an XXXX purchase, such as the subscriptions monthly for XXXX XXXX storage and XXXX music, the receipt always references my correct email/XXXX  XXXX  and my correct billing address in the correct state I reside in. The fraudulent transactions do not match my months/years of legitimate XXXX XXXX  XXXX transactions and it is clearly unauthorized fraud from a compromised debit card number. 

On XX/XX/XXXX, I noticed that Chase has decided that I authorized all of these XXXX transactions and they have decided to financially decimate me by clawing back the XXXX XXXX  on XX/XX/XXXX. I was basically in tears reading it. 

I called fraud department and they informed me that The case has been closed because of lack of evidence of fraud and previous transactions to the vendor. So basically because I am an XXXX customer like millions of others I am being destroyed. They never asked me for proof of fraud or to upload documents until I called today? So yes I spent XXXX hours today uploading XXXX XXXX receipts that I got from the CHASE PORTAL, back to CHASE. I dont even know if this is good enough or relevant? They are so unclear about what burden of proof I need. 

Secondarily, I uploaded proof of my own XXXX  XXXX  ( same email as my Chase account ) and how none of those charges are on my own account and how my real charges receipts always have the same correct billing address and email. I am hoping this will be enough.? The fraud department seems like its based in XXXX when you call them, and they seem unsure of themselves and what proof I need to upload. They instructed me that I could upload these things to the portal but don't reopen my case and don't give me clear instructions on what I need to provide them or how they are actually investigating the claim. They provided me no evidence that I was the person who authorized these insane charges. 

I made a complaint with the XXXX and went inside a physical Chase bank location today. The Chase executive office reached out to me but still has not given me any clear answers on what they are doing or what i NEED to do to fix this fraud against me. I provided them with the same receipt proofs i provided the claims department and my claim remains closed and against me. 

Secondarily, I would like to point out something I feel should be noted. When reviewing a receipt that is legitimate and belongs to my actual account, there is a paranthesized " XXXX XXXX '' descriptor in the receipt. 

I noticed for every fraudulent transaction that uses the wrong email/XXXX  and wrong billing address, it also is missing that the transaction was done via " XXXX ''. 

I believe that paying for things via XXXX requires the actual access to my personal icloud account and phone to register a card with XXXX. The fraudsters didn't have such access so none of their fraudulent transactions have the " XXXX '' marker. Just something additional that separates the XXXX. 



I feel like Chase is trying to adversarially bend me over, especially since they closed the case because lack of evidence BUT never asked me FOR EVIDENCE in the first place. I feel very blindsided by their process. I don't trust them. I am a victim of a crime and demand vindication.

Company response to consumer: Closed with explanation