Consumer complaint received 2020-11-16
Company: JPMORGAN CHASE & CO.
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
Hello CFPB, Please Help. I have sent details ( following communications to CHASE ) but have received no response. On XX/XX/XXXX morning, in spite of full knowledge that Debt was direct result of identity theft, CHASE Credit Card collection agency kept calling aggressively during work hours and critical time of Pandemic. 



XX/XX/2020 To, CHASE Executive Office XXXX XXXX XXXX, XXXX, OH XXXX To, CHASE Credit Card Dept. XXXX XXXX XXXX XXXX DE XXXX SUBJECT : Case Number : XXXX - Request to CHASE to communicate to Credit Agencies and Undo the Damage which CHASE inflicted on identify theft victim ( myself ). CHASE agent declining to provide mailing address for Credit Card Fraud and for issues that are direct result of Fraud on XX/XX/2020. This reduction of Credit Score has affected my life and well-being drastically during Pandemic. 





Hello CHASE, This request is to remove the Late Fees Charged by JP Morgan Chase Credit Card Dept. During the entire process of Identity Theft issues, which now has been resolved in my favor, CHASE credit cards which were automatically being paid by the Compromised CHASE savings account has been not considerate of my request as a victim. Kindly be considerate of customer who is a identify theft victim and still has paid your credit cards ( the purchase amount ), in good faith when CHASE was not doing well as a company during pandemic. Kindly please remove the negative remarks and all late fee and interest charge balance on CHASE Credit Cards of identity theft victim ( myself ). 



As you already know, that the unauthorized transactions ( all 33 reported ), has been refunded back to CHASE by XXXX and eventually to me. Please find the proof ( statement details attached ) that the refund took place and this issue has been resolved in my favor ( in victims favor ). 


In good faith, I have paid all the Purchase transactions to CHASE credit Cards. Even before the fact that any amount of unauthorized transactions were refunded to me. 


In spite of full knowledge and documentation and proof that transactions were unauthorized, CHASE reported Negative remarks to Credit Agencies resulting in credit score of the victim to reduce by 110 points on average. ( XXXX score to around XXXX score ). 


On XX/XX/2020, XX/XX/2020 the CHASE Bank in XXXX Texas ( XXXX XXXX XXXX XXXX, XXXX, TX XXXX ) was notified and Bank representative Ms. XXXX XXXX also notified the CHASE Credit Card Dept. 


CHASE Credit Card Dept. was notified by me over and over again about this Fraud & identity theft. 


On XX/XX/2020 the CHASE Credit Card Dept. was notified of this issued again Case Number : XXXX On XX/XX/XXXX I also discussed over recorded phone line with following CHASE Agent. 

AGENT NAME : XXXX XXXX Account Supervisor Dates of Closures : XXXX ( XX/XX/2020 ) - {$500.00} XXXX ( XX/XX/2020 ) - {$5300.00} Agent was not willing to give email hence, CHASE was also sent a written letters ( multiple ) by me at following address : Mailing Address : CHASE Mail XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX TX, XXXX Mailing Address : CHASE Executive Office XXXX XXXX XXXX, XXXX, OH XXXX Mailing Address : CHASE Credit Card Dept. XXXX XXXX XXXX XXXX DE XXXX Collection Calls : Continued Calls by CHASE for collection on daily basis. 

On XX/XX/2020 Again, I have spoken to CHASE Agent on a recorded line. 



Agent First Name : XXXX In the Call Agent did not share following info : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Declined to Provide Email Agent of CHASE Credit Cards Decline to provide the most updated address of CHASE Fraud Dept. 

Agent Name : XXXX Location : XXXX. 
Agent kept Declining to give an address to Report Fraud, because as per XXXX ( Agent ), mentioned that CHASE does not have address to Report Fraud. 
Agent also Mentioned that one can only report Fraud over phone and Online. Declined to Give Address. Agent mentioned that once I have reported Fraud on CHASE online website ( which I did on XX/XX/XXXX to XX/XX/XXXX ), the Credit Card Dept. is automatically notified of the Fraud against any CHASE accounts and there is no need to notify further. Agent suggested to report the charges during Fraud ( as a direct result of fraud online. I have done this multiple times. Proof attached. 



Also, on XX/XX/XXXX, I spoke with Senior Specialist Agent to assist with address for Fraud Dept. for CHASE credit card : Agent Name : XXXX Location : XXXX IL Agent Mentioned that system is not working and Could not get address. Agent also mentioned that there is no address to write to for Fraud. 

Agent : Declined to Give Physical address. Also mentioned that CHASE does not have such address. 





Also, on XX/XX/2020 Again, I have spoken to CHASE Agent. 





AGENT NAME : XXXX XXXX  Location : Texas ( XXXX XXXX ) Case Number : XXXX Agent could only refund ( Late Fee & Interest ) - {$100.00} for card ending in XXXX Agent could only refund ( Late Fee & Interest - {$110.00} for card ending in XXXX Agent also mentioned that CHASE Credit Card will take some time to finish this investigation and promised to refund all the late feeds. Agent also confirmed that the balance on either one of the credit card accounts, is due to late fees, interest and transaction bounce back fees only. This was a direct result of CHASE savings Accounts being compromised. 



As per the Agent and as per proof that all 33 transactions were refunded, this was a Bank Error from CHASE Savings or Checking Account. This was an error on Banks part. This Bank account was used to pay the CHASE credit Cards in question. Documentation that there was Fraud on Savings Account was also sent to CHASE Bank as well as CHASE Credit Card Dept. and the Bank location of ( XXXX XXXX XXXX XXXX, XXXX, TX XXXX ) to banker Ms. XXXX XXXX and also to Mr. XXXX XXXX ( Asst. VP ) of CHASE Bank Branch, who have the documentation and police reports and FTC reports of Fraud and also promised to notify the CHASE Credit Cards and follow up on this case. 


That being said, since I have notified your Bank and Credit Card Dept. in due time, I do not believe that I ( the victim ) should be liable for payment of any late fees and/or transaction bounce fees of CHASE Credit Cards, which were paid by compromised savings account. If this was the case, CHASE should have notified me about this in writing that we hold identify theft victims liable to immediately pay CHASE, even if there is no balance in account. My savings account had been wiped out completely leaving me and my family in a desperate and dire situation during the Pandemic. 



Because this account was closed by CHASE, hence the payment did not go through and CHASE Credit Cards, in spite of knowledge of the theft, kept charging late payment and interest. In multiple calls and emails, I have requested CHASE Credit Card to Freeze the Cards and they havent done so. 



Instead, CHASE has reported late payment to Credit Agencies, resulting in my Credit to be reduced for over 110 points ( XXXX to XXXX ) during the months of XXXX to XXXX. CHASE Credit cards should not have done such negative reporting to someone who has been a victim of identify theft. Especially, after the Case has been resolved in Victims favor. Also, during the months of pandemic, I believe as per law, a company should not report bad information ( late payment ) for anyone, especially not the customer who has been victim of identity theft. 



In spite of the knowledge and CHASE credit card charged late fees, transaction bounce back fees and interest as a result of identity theft ( compromised CHASE account ) which was closed by CHASE and the account was paying CHASE credit cards. 



As you may already know, I had given CHASE the police report as well as detailed information of all the 33 transactions which were not authorized by me. In total, all of the Fraudulent charges not authorized by me totaling in amount of {$16000.00} and CHASE Fees + Fines were {$160.00}. 

Please refer to following Case numbers for Identify theft issue Ref : Case # XXXX - Chase Claim number XXXX XXXX Case ID : XXXX - Notice # 2 to CHASE. 





I had given CHASE the police report as well as detailed information of all the 33 transactions which were not authorized by me. In total, all of the Fraudulent charges not authorized by me totaling in amount of {$16000.00} and CHASE Fees + Fines were {$160.00}. Additionally, I have also filled & signed the form sent by CHASE on and sent it via Fax and letter on XX/XX/2020. 



As per advice by Mr. XXXX XXXX XXXX Asst. VP ) of CHASE Bank Branch in XXXX TX, and as per Bank manager of XXXX TX, Mr. XXXX XXXX input during my in-person visit on XX/XX/2020 and earlier, I was told that as a victim of identify theft, ( when it is proven that transactions were unauthorized ), CHASE shall do their very best and ensure that my credit is not affected and shall help the Victim. 



However, to my disappointment CHASE has done the exact opposite. CHASE has been attempting to victimize the victim even more by punishing the victim via reporting negative credit to the major credit agencies. Credit agencies has confirmed that negative remarks on my credit is due to CHASE and also official dispute has been raised for this on my behalf. 



As per confirmation from CHASE Claims Depts as well as all CHASE Branch, and phone conversation with XXXX, it has been confirmed that XXXX was used to commit fraud in case of all the 33 transactions which were not authorized by me. XXXX was used tool to commit fraud and place transactions in my account which were not authorized by me. 



CHASE finally refunded all the unauthorized transactions amount which XXXX had reversed. Earlier CHASE had only reversed transactions in amount of {$7400.00} and given me temporary credit. Finally CHASE refunded me the remaining amount of {$9000.00}. The final confirmed refund of unauthorized transactions totaling {$16000.00} and CHASE Fees {$160.00}. 





Attached : Statement describing transaction reversal of the latest unauthorized transactions. 

Note : Remaining of all of 33 transactions have been proven to be unauthorized and case has been in favor of victim ( myself ). 



Following are the names of Agents that I had conversation at CHASE Credit Card Dept. 



AGENT NAME : XXXX XXXX Account Supervisor Mailing Address : XXXX. XXXX XXXX XXXX DE XXXX Email : Agent was not willing to give Email. 

Case Number : XXXX Dates of Credit Card Closures : XXXX ( XX/XX/2020 ) - {$500.00} XXXX ( XX/XX/2020 ) - {$5300.00} Agent mentioned over recorded line to prove that this was either a Bank Error ( or unauthorized transactions ) from CHASE Savings or Checking Account. Agent mentioned to remind the CHASE executive office that they should communicate to CHASE credit card that this was an error on their part ( and transactions were unauthorized. Also agent said that they need documentation that there was Fraud on Savings Account. 



Kindly please send the documentation attached in this email to CHASE Credit Card services at the address mentioned above, or otherwise deemed suitable to you. 



CHASE Credit Card constantly demanded payment from Identity theft victim ( Myself ) and Reported Negative remarks to Credit Agencies resulting in credit score of the victim to reduce by XXXX points on average. ( XXXX score to around XXXX score ). 



Finally, as I have paid all of my Purchase amount of credit cards ( inspite of being a victim ), I request CHASE to remove the late fees and be considerate of situation of a identity theft and Fraud victim ( myself ) during the Pandemic time. CHASE should Undo the damage they caused to me by reporting negative remarks to the Credit Agencies. This reduction of Credit Score has affected my life and well-being drastically during Pandemic. Kindly be considerate of customer who is a identify theft victim and still has paid your credit cards ( the purchase amount ), in good faith when CHASE was not doing well as a company during pandemic. 



Please remove the negative remarks and all late fee and interest charge balance on CHASE Credit Cards of identify theft victim ( myself ). 







CHASE, must remove all the late fees and do the following steps : 1 ) CHASE must send me letter that Late fees were a result of non-payment of Credit Card during the Fraud investigation process from the Compromised account ( and the Account was wiped out by Criminals ). 



2 ) CHASE must acknowledge that CHASE only refunded 60 days of amount ( starting from first Fraud date ) at the start and only after investigation was over refunded the rest of the 33 transaction. This was during Pandemic times. 



3 ) CHASE must acknowledge that 33 transactions and associated fees were refunded to me as they were proven to be unauthorized. 



4 ) CHASE must acknowledge that during and after the investigation was over the late fees on the CHASE credit card were on the balance of only the late fees they that started charging on XX/XX/2020 for card ending in .. XXXX and balance on the late fees that started charging on XX/XX/2020 i.e. during the time of the Fraud investigation. 



5 ) CHASE must acknowledge that my compromised savings account which paid these cards had XXXX balances ( and then minimal balance of pandemic emergency funds as CHASE only refunded 60 days of transactions ( starting from first Fraud ). During this time of investigation, I still paid of the purchase amount of the CHASE Credit Cards. 



6 ) CHASE must acknowledge that I have paid the full purchase amount of both these credits cards and the balance on the cards as of now is due to Late fees only ( that were charged during the time of Fraud and investigation of the Fraud. 



7 ) Also, CHASE must acknowledge that CHASE did not remove all of the late fees and interest, rendering the balance to be XXXX, because the victim ( myself ) paid off CHASE Credit Cards purchase amount even during Pandemic time and even though during the time period when I was victim of identity theft. 



I would require CHASE to immediately initiate the process with Credit Reporting Agencies and CHASE credit cards for removing any negative remarks on my Credit History, as soon as possible. 


Copies of these documents shall be submitted to CFPB and Credit Bureaus. Also, copies of these documents shall be submitted to the Lenders who have declined me Credit because of CHASE 's negligence, including XXXX ( XXXX XXXX XXXX ) who's sales must have been surely affected by such negligence of CHASE and victimizing identity theft victims by reporting negative remarks on credit score of the Victims ( including myself and others ). 





CHASE must send me documentation of STEPS taken by CHASE to undo the damage they inflicted to my credit score. 


CHASE must complete these actions by XX/XX/2020. Otherwise, I shall have no option but to first resort to Social Media and Media in order to describe the injustice and negligence of CHASE and lack of capability of CHASE to protect my Savings accounts against Fraud. 





Thank you, XXXX XXXX Ph : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX

Company response to consumer: Closed with monetary relief