Consumer complaint received 2021-08-20
Company: JPMORGAN CHASE & CO.
State: OH
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I received an email alert that my phone number was updated. This phone number update was unauthorized, and was not made by me. Within minutes, I contacted chase card member services to report the incident. 
After a few transfers I was told at one point that someone in the Chase Fraud unit had updated my phone number, and I would need to speak to them. Later, I was told that someone called Chase and impersonated me and added this phone number to my account. 
I also noticed several fraudulent charges for XXXX Auto parts made on the account XXXX XXXX XXXX XXXX XXXX  I have never purchased any merchandise from this company and these charges were not made by anyone in my family. called again, and was told I would not be responsible for these fraudulent charges made on my account and they would open a claim file and send me an ID Theft Protection Kit. 
The account was closed, and a new account was opened. I reset passwords on my online account and provided a security word with the Fraud specialist, that I was told would be required for any future phone calls which requested changes to my account information. I was assured my other accounts with Chase were secure. 
I received my new card within a week or so, and also received the ID Theft protection kit. 
On XXXX  I noticed the following charges on my new account, for this XXXX  Auto Parts, and called Chase at XXXX and spoke to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  informed me that the reason the charges were put on my new account was that because the charges were found to be valid. When I questioned how that is even possible- she indicated that during the claim investigation On XXXX someone from Chase Fraud team had a recorded three way call with this merchant and ME and that I agreed that these charges were VALID. I informed XXXX, that I was NOT a participant in that phone call, and whomever they spoke to was absolutely NOT me. 
This allegation is 100 % false, and I told XXXX, that I would like to have this re-opened and have someone else review and provide me with more information, as whomever they spoke with was NOT me. She indicated she would put in the request and someone from Chase would contact me to discuss. 
I later received the letter dated XX/XX/XXXX indicating the results of the investigation, and that I had received benefit from the transaction. This allegation is 100 % false. 
I had not heard back and called chase to get a status the week of XXXX XXXX, and was told it was still an open case, and someone would be getting back to me. 
I received a letter dated XX/XX/XXXX indicating the 2nd review confirmed their previous finding and that the transaction is valid and that I am responsible for it. I have spent hours on hold, call transfers, putting a hold on my credit report, filing claim with the FTC, writing letters. Unbelievable that even though I called within minutes of receiving the notice that someone updated my account and reported it AND i contacted them within a day of the charges added to my account that they are STILL refusing to resolve this fraud activity and holding me responsible.

Company response to consumer: Closed with explanation