Consumer complaint received 2019-03-21
Company: JPMORGAN CHASE & CO.
State: IL
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:
XX/XX/XXXX Dear Government Official, CFPB On XX/XX/XXXX I received a call from Chase Credit Card Visa that there were transactions on my card that appeared to be questionable. Someone had gone to XXXX XXXX XXXX in XXXX, XXXX Illinois XXXX XXXX and a Gas station in XXXX Illinois and had made purchases that totaled {$1300.00}. They also sent me an email that day that 4 transactions to XXXX XXXX XXXX were declined. I had no such knowledge of them, and was told by Chase that I should destroy my card and a new one was sent to me 3 days later. I was also told that I was not liable for anything that had happened. I had assumed that the matter was resolved. After a few weeks I received a letter from them that someone had actually used a credit card for these transactions and that I was now responsible for these charges. This was an impossibility because I had the only card and it was never out of my possesion. A few weeks went by and I received a call from Chase that about a week before these transactions a new card had been mailed to me but I never received this card. 

I called the XXXX store in XXXX and the store manager told me that they may have a video of the actual purchaser of an XXXX but I would have to go to the XXXX Illinois Police station ( where I live ) and file a report. A case was filed and after considerable time had passed XXXX police called me that the XXXX store had told them that they had video records going back to XXXX but not to XXXX.. And they said that nothing could be done. I called Chase 3 times during this period. I was told that it was still under investigation. They sent me the actual receipt from the XXXX store and it clearly shows that it is not my signature. A few weeks ago I received a letter stating that their original decision would stand that I was responsible for what happened. They are also stating that this would be reported to 4 Credit bureaus. I have never had a single problem in my life of this nature. 

I have had dozens of credit card accounts for almost 50 years and this card for since XXXX. I have never had a problem with any of them in all those years. My credit rating is XXXX. I didn't even know what XXXX XXXX XXXX is and have never owned an XXXX phone. I was never in possession of this card. 

I never requested a replacement card and never received a notification that a card was coming. My card was not due to expire. To what address was this replacement card mailed? Why did they decline 4 XXXX XXXX XXXX transactions and not the rest of them made all on the same day? Later they only list 2 XXXX XXXX  XXXX transactions. Why didn't the XXXX store ask for an ID when accepting the card? All XXXX phones have Serial numbers and can be traced, why isn't this done to locate where the phone is? Why would I make a purchase with this new card when it would be charged to me anyway and not use my old card? Why did they think these transactions were suspicious when they notified me but now they are not? 
On a XX/XX/XXXX mailing from Chase to me they list the 5 transacations and report that for 2 of them I am not responsible for which doesn't make sense if all of them were done the same day with the same card ( and they are the smaller charges ).

Chase by making this determination against me is allowing and encouraging criminals to get away by manipulating their incompetent and shoddy procedures. I will not let this stand and will pursue all methods and legal avenues available to me. I am willing to take a lie detector test ( at Chase 's expense ) to prove that I have no knowledge of what happened. 

I want Chase to show proof that all of these these transactions are mine by video and documents. If they cant prove it then they should dismiss them. I also feel that Chase did not pursue this matter sufficiently. On XXXX XXXX, XXXX I talked at length with one of their agents who requested a copy of my signature and ID ( 5 months later )?  This was also done. A further example of how puzzling their operation is, I received a pre approved application about a week ago, to open an additional Chase Visa Credit Card. Why are they offering me another card while they are disputing my current one and reporting me to credit agencies? It is also strange that Chase is letting the 2 smaller charges ( {$27.00} ) to be dismissed but not the 3 large ones at XXXX ( {$1200.00} ). 

I am also disappointed in the XXXX Police Department - Fraud Division for not aggressively investigating this case until I made 3 attempts to check the progress or informing me of what they had investigated. I gave them documents and all the information I had but I sensed that it was not a matter of importance and no prompt action was taken. 

I have charged many thousands of dollars every year to this card, Chase has profited from my association with them, I have been a loyal customer and have been treated very shoddily and unfairly. I am being punished by ruining my credit while rewarding the criminal with {$1300.00} of products and services.. 

On XX/XX/XXXX, I received a call again from them stating that they would not reverse their decision. Paying for these fraudulent charges implies that I am responsible for them. I will not pay these charges that are placed on my account and request that Chase remove these charges and retract the negative information sent to 4 credit reporting agencies. I want Chase to show me proof that I used this card. 

Can you please help me in resolving this issue? I have tried everything that I can and dont know where to turn to next. I have visited and met 3 times with Chase and bank officials in XXXX and XXXX XXXX Illinois to explain this situation but they always referred me to a phone number in the Fraud division where I would have to describe frustratingly all the details from the beginning every time. I am a retired XXXX year old senior citizen, and a widower on a fixed income and Chase has treated me very poorly, given me the run around, and ignored the facts with out consideration. This is an example of a large company with a lot of power and greed taking advantage of the people that have made it rich. 


Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX XXXX. XXXX Home Additional Information : I have records and mailings and all communication with Chase to support all the above information.. 
Type of Card : Chase Visa United Milesge Plus Select XXXX Police Dept. Case # XXXX - Chase Fraud Recovery Team, c/o XXXX XXXX ext XXXX XXXX is the Fraud specialist. At Chase Fraud Department I called Chase on XXXX XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX and 3 from Chase ( 2 on XX/XX/XXXX to report illegal activity, and a later one as an update that a card had been mailed to me which I never received ) and on XX/XX/XXXX, XXXX. All calls were recorded by Chase. 

XXXX is the Fraud specialist. At Chase Fraud Department

Company response to consumer: Closed with monetary relief